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Solutions for Better Biotech

Aftermarket Services

Aftermarket Services for Your Biotech Equipment

Global Service team members performing aftermarket services on an AES bioprocess controller, specifically a Site Acceptance Test (SAT)

At AES, we redefine aftermarket service for biotech OEM. With a commitment to excellence, unwavering professionalism, and a dedication to meeting your unique needs, we provide a comprehensive suite of services beyond your expectations. Discover how AES sets the benchmark for aftermarket services in the biotech industry.

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Aftermarket Services to Elevate Your Biomanufacturing Equipment

SAT/FAT

Our rigorous SAT and FAT processes ensure flawless equipment setup, installation, and comprehensive software validation. By closely adhering to document requirements and industry standards, we establish a foundation for optimal functionality from day one, ensuring a trouble-free operation with pinpoint accuracy.

Gap Analysis & Continuous Improvements

Through meticulous system assessments, we identify opportunities to streamline operations and maximize efficiency. Our tailored recommendations and expertise in code cleanup and software harmonization simplify processes, reduce costs, and guarantee seamless performance.

Repairs & Troubleshooting

Our experienced technicians diagnose and restore equipment functionality promptly. Rigorous diagnostic mentods isolate issues, ensuring your equipment reach its peak performance swiftly.

Preventative Maintenance

Uninterrupted equipment performance is key to your success. Our annual preventative maintence activities proactively address wear and tear, extending equipment lifespan, reducing downtime and enhancing overall reliability. We keep your operative seamless and efficient.

Version Upgrades & Security Updates

Keep your systems optimized with regular software updates and version upgrades. Stay ahead of the curve with our proactive approach, ensuring seamless functionality and enhanced performance.

24/7 Remote Support

Real time troubleshooting and issues resolution are just a call away. Our remote support hotline connects your to expers, ensuring minimal disruption and keeping your operations on track, even from afar.

Critical Spare Parts Management

A swift response to unexpected breakdowns is essential. Our precise management of critical spare parts means they're calibrated, identified, and ready for immediate shipment. Say goodbye to unexpected breakdown delays . AES keeps you up and running.

Bank of Hours

Flexibility is paramount. Allocate service hours based on operational needs and budget, ensuring swift support your OEM needs is most.

On-site Support within 48 Hours

Our skilled technicians are dispatched within 48 hours to your facility location for complex issues demanding a hands-on approah. Personalized support guarantees effective solutions, minimizes downime, and runs your processes smoothly.

Optimizing Aftermarket Services Using Zendesk

Our Global Service Department utilizes Zendesk, a trusted platform used by industry leaders like Uber, Pinterest, Twitter, and Slack. With ISO 27001, ISO 27018, and ISO 27701 certifications, Zendesk ensures the highest standards of security for your data.

Benefits of AES x Zendesk:

  • Global Ticketing System: Track and resolve issues globally with a centralized ticketing system.
  • Streamlined Service Requests: All service requests are streamlined into one inbox for efficient management.
  • Knowledge Base: Access a secure space for confidential information, FAQ sections, and a searchable database for past and current service requests.
  • Client Portal: Gain total visibility into your equipment, identify trends, and facilitate continuous improvements through our client portal.
Image of a laptop opened to the AES Zendesk homepage. Home page states "How Can We Help?" with a search bar. Underneath you see the AES motto of "Solutions for better biotech" and the contact number "1-708-787-4157"

Our integration with Zendesk enhances support, transparency, and efficiency, ensuring a seamless experience for our valued clients.

Why Choose AES for Aftermarket Services?

Cost Effective

We understand budget constraints. Our solutions are tailored for optimal value, ensuring quality service within your financial boundaries.

Quality & Expertise

Our industry’s brightest engineers provide top-quality solutions, swiftly diagnosing and resolving issues, and guaranteeing peak equipment performance.

Customized Solutions, Lasting Partnerships

Partnerships matter. We transcend transactions, building relationships that cater to your unique challenges and needs, ensuring lasting solutions.

Quick Turnaround Time

Downtime is costly. Our streamlined processes and expertise ensure rapid maintenance and servicing, minimizing disruptions to your operations.

Ensure Peak Performance from Your Equipment

Take the first step towards operational excellence. Contact AES for aftermarket services today.

The team's exceptional expertise and guidance have been pivotal in understanding and translating our intricate needs into a proactive ZenDesk-powered system. They possess a remarkable aptitude for comprehending the bigger picture and ensuring that all the pieces align seamlessly, amplifying the value of their unwavering commitment and exceptional skills.
Confidential
Senior Automation & Control Engineer

Frequently Asked Questions

At AES, we rely on Zendesk, a platform certified with ISO 27001:2013, ISO 27018:2014, and ISO 27701:2019 standards, to diligently track and safeguard our data. This ensures not only the safety and security of your information but also enables us to maintain our performance indicators, identify emerging trends, establish mean time between failure (MTBF) metrics, and swiftly communicate with our clients in case of any urgent situations. Your peace of mind is our priority, and our use of Zendesk reflects our commitment to maintaining a seamless and secure experience for all our clients.

AES takes pride in its dedicated team of over 15 Subject Matter Experts (SMEs) stationed strategically across the globe. With key locations including California, New England, United Kingdom, Germany, Switzerland, Singapore, and Guatemala, our expansive network ensures swift deployment of an SME to your location, guaranteeing prompt and effective support tailored to your specific needs. Moreover, our global presence ensures round-the-clock availability to address remote issues. In cases requiring onsite assistance, rest assured our network enables us to quickly deploy a specialist, providing you with peace of mind and timely resolution within 48 hours.

While our primary focus is on servicing AES OEM equipment, we understand that clients may have diverse equipment needs. Depending on the nature of the application, we’re open to discussing service agreements for third-party equipment. If you have equipment from another provider that requires maintenance or support, please don’t hesitate to get in touch via our service page. Share the details of your needs, and we’ll explore the best way to assist you.

When you insure your OEM equipment with AES, you can access various benefits designed to provide comprehensive coverage and support. These include extended manufacturer warranty protection, access to emergency support services ensuring prompt assistance, and entry to our expansive knowledge base, equipping you with valuable insights and resources to optimize your equipment’s performance. These benefits are part of our commitment to delivering peace of mind and ensuring the longevity and reliability of your equipment investment.

At AES, we pride ourselves on tailoring service agreements to meet our clients’ unique needs. While we offer standard agreements, we also provide customized solutions based on budget, equipment type, and required level of support.

Typically, our service agreements encompass a comprehensive range of offerings to ensure your equipment operates at its best. These include:

  • 24/7 remote support
  • Guaranteed 48-hour onsite arrival for emergencies
  • Customized preventative maintenance plans
  • Software maintenance, covering updates, health checks, and hotfixes
  • Emergency support for equipment failures
  • Consultation for software enhancements, including graphic updates, bug fixes, and custom lab requirements
  • Access to our extensive knowledge base on our OEM equipment for self-help and deeper understanding
  • Bank of hours approach for seamless support without the hassle of change orders or multiple POs, ensuring swift service when you need it most
  • 24/7 service helpline to consult with an SME live for immediate support

 

If you require support beyond what’s listed above, fill out our form, and one of our team members will gladly discuss your needs to craft a custom plan that suits you perfectly.

At AES, we specialize in safeguarding many critical systems within the biotech industry. From DCS to MES, EMS, PCS, SCADA, Historian, BAS, QMS, ERP, Lab systems (LIMS, ELN), CMMS, and PLM, we ensure seamless operation and reliability, optimizing performance for your peace of mind.

AES specializes in various software and DCS platforms to cater to diverse industrial needs. Our expertise includes:

  • ABB’s 800xA
  • Emerson’s DeltaV
  • Rockwell’s PlantPAx
  • Wonderware’s ArchestrA
  • Siemens’ PCS7
  • Ignition by Inductive Automation

 

This breadth of specialization allows us to provide tailored solutions and support across multiple industry-leading software platforms.

AES offers comprehensive coverage for all original equipment manufacturer (OEM) products we provide. This includes essential equipment such as biorockers, bioprocess controllers, SUMs, SUBs, Liquid Handling Units, Filling Systems, Cell Manipulators, TFF units, and Chromatography units. With AES, you can rest assured that your critical bioprocessing equipment is safeguarded under an aftermarket service agreement.