Rapid Downtime Recovery: How AES Aftermarket services Saved a $50,000 Production Batch
AES’s Global Aftermarket Service team rose to the occasion when a client’s privately labeled bioreactor system experienced a critical failure at a CDMO facility in Switzerland.
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The Challenge: Protecting Product Integrity and Preventing Costly Delays
An unexpected agitator failure at a CDMO facility in Switzerland halted operations just as a scheduled production run was underway. Not only was the production batch at risk of loss (valued at $50,000+), but it also faced 18–20 days of downtime from the loss of the batch if the issue went unresolved. With limited internal resources to diagnose or repair the problem quickly, the client submitted a ticket through Zendesk, leveraging the AES global service to act fast.
AES’s OEM Expertise and Proactive Response
AES’s Aftermarket Services team delivered a tailored solution that exemplifies our commitment to reliability and operational excellence:
- Immediate Diagnostics: Within hours of logging the issue, our remote diagnostics pinpointed the root cause—a faulty agitator motor.
- OEM-Backed Replacement Parts: Leveraging our extensive supplier network, we sourced a compatible replacement motor that met the system’s exact specifications.
- On-Site Engineering Support: A certified AES service engineer was dispatched the next day, arriving prepared with the required replacement part. The motor replacement and system validation were completed in less than 24 hours, restoring full operational capacity.
Results Delivered: Maximum Uptime, Minimum Impact
Through precision troubleshooting and seamless execution, AES turned a potential multi-week production delay into less than 24 hours of downtime. Key outcomes included:
- Saved a $50,000 production batch: Rapid resolution preserved the client’s revenue and production goals.
- Minimized operational impact: The facility avoided a costly 18–20-day delay, maintaining their commitments to customers.
- Strengthened system reliability: AES’s improved agitator design minimized future risk, ensuring long-term stability.
Client Testimonial
Trust Earned Through Results

Why Commit to AES Aftermarket Services?
An AES aftermarket service level agreement goes beyond troubleshooting—it’s a commitment to operational excellence. By partnering with AES, you gain:
- Proactive Maintenance: We perform regular system evaluations and predictive diagnostics to reduce unexpected downtime, keeping your product runs on track.
- Priority Support: With an afternarkt service agreement in place, your facility benefits from faster response times, ensuring that critical issues are resolved swiftly and efficiently.
- Access to OEM Expertise: Our team of service engineers and SMEs brings unmatched knowledge of AES equipment and bioprocessing systems, delivering solutions tailored to your specific requirements and procedures.
- Cost-Effective Solutions: AES minimizes unplanned expenses with discounted parts, and labor determined in your service level agreement.
- Future-Proofed Reliability: We implement design enhancements and system optimizations to maintain peak performance and extend equipment lifespan in your facility
With an AES aftermarket service level agreement, your biomanufacturing facility or lab will be equipped to confidently navigate today’s challenges and tomorrow’s demands. Let AES be your trusted partner in achieving operational success.
Find The Incident timeline in the Case Study
Want a more detailed overview of this case study to share with your team? Download the one-pager for a complete timeline of how our aftrmarket service team saved the adherent cell therapy production batch—from incident report, to issue diagnostics, to incident resolution.