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PEAK-Service structure

Founded in 1992, 90 field service engineers in Europe European Headquarters in Germany (Darmstadt) Corporate management Technical support (IT, logistics...) European subsidiaries France (Montpellier), UK (Cambridge), Austria (Vienna)

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PEAK-Service structure

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  1. Founded in 1992, 90 field service engineers in Europe • European Headquarters in Germany (Darmstadt) • Corporate management • Technical support (IT, logistics...) • European subsidiaries • France (Montpellier), UK (Cambridge), Austria (Vienna) • Partnerships : Nordic Service group for northern Europe, Hi-Tec Support for Switzerland and Italy • American subsidiary • Based in Boston (Merrimack, NH) • Founded in 2006, in partnership with the OEM manufacturer KMC PEAK-Service structure

  2. Our field of expertise • We sell technical service, and nothing else • We are specialized in instrumentation used in the medical and research fields (medical diagnostic, healthcare, analytics, laboratory equipment) • Our approach • One single partner, one single quality level, for all your service needs • Only engineers certified by our partner touch the instruments • Our offer • We offer all types of service activities, and all reaction times • We design each partnership individually to suit the needs of our partners PEAK-Service: vision

  3. Geographic coverage – à la carte • Europe (interventions inside and outside of the countries where we are based) • United States • Service activities – à la carte • Application : installation, user training, qualification, update, corrective action • Repair : on-site repair (any reaction time) • Preventative maintenance : on-site intervention, with management of the yearly planning • Workshop : preventative maintenance, repair, refurbishment • Service support : sale and management of service contracts, hotline, technical support, spare parts management (stocks, 24h on-site delivery) customer invoicing, service statistics, service management software (with full traceability) Service activities

  4. Main office : activities managed by our service management software • Database for customers and instruments • Logging of customer calls • Real-time planning and supervising of on-site interventions • Invoicing • Logistics (spare parts) • Field service team : main characteristics • Based locally, responsible for a region • Tools and stock of spare parts • Laptop with internet access (3G cards), and cell phone • Service management software (updated in real-time) Structure of a PEAK-Service subsidiary

  5. Customer call, opening of a CSR (customer service request) • Intervention planning (office) • Diagnostic confirmation / control of instrument history • Logistics management • Customer contact as required (e.g. within 2-4 hours) • On-site intervention (field service team) • Intervention following CSR instructions • Electronic service report • Administrative follow-up (office) • Control of service report, CSR closing • Invoicing and sending of service report to our partner General workflow

  6. To concentrate on your key expertise • We are a dedicated service provider : benefit from a strong experience and from a solid infrastructure • We act on your behalf, you receive full reporting of the service activities, and you receive all the associated statistical data • To cut down your fixed costs, and to be more reactive • You externalize an activity that requires a lot of staff, and which volume is highly variable from month to month • The launch and retirement of instrument lines is done smoothly : our structure is in place, call us when you need us • To establish a long-term partnership, based on quality Why work with PEAK-Service ?

  7. PEAK-Service group 2- References

  8. Medical diagnostic / healthcare • BRAHMS, Roche Diagnostics, DDD, Diasys, Gentra, Hitachi, Innogenetics, Medion, Orgentec, Ortho, Sarstedt, Olympus, SCIL, Sysmex, VWR, Bee Robotics... • Medical • Terumo, Werfen, Guerbet, Medtronic. OTSUKA... • Laboratory equipment • Eppendorf, VWR, Binder, Hettich, Hermle, TFS/Kendro, Biozym AdvantageLab... • Analytics • VWR (Hitachi), Parker, Eppendorf, Analytic Jena, Fisher... PEAK-Service references

  9. Daily workflow 1- Intervention flowchart

  10. E-Repair Online access 12 Invoicing 7 Update Service reports PEAK-Service Agilent Dispatching Customer service Transfer Parts shipment Main stock Main stock 10 Technical expert 3 Electronic transfer 9 Parts shipment 6 2 8 Electronic transfer PEAK technician Technical support 5 Car stock 11 4 Intervention Customer Customer call 1 Typical Workflow

  11. Daily workflow 2- Administrative reporting and invoicing

  12. Reporting, invoicing and traceability • Service reports are sent each month (or week) to our partner (with the corresponding invoices) • The history of each instrument and of each customer is kept in our database • The history of customer calls is kept in our database Administrative workflow

  13. Make it work.

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