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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:

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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:

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. 

Ready to learn more about our Aftermarket Services?

Submit a consultation request with our expert team to see how AES can support your biomanufacturing facility’s success.