Thermo Fisher Scientific is dedicated to providing exceptional products and services to our customers. As an Oncomine Solutions user, you have access to a worldwide team committed to enabling NGS testing to a broad spectrum of oncology research labs.
Our service and support teams enable our users across the customer support continuum. Whether you are a new customer in need of instrument set-up assistance or an established user looking to troubleshoot, add a new assay to your workflow, or perform an analytical validation, we are with you every step of the way.
Explore each of our service offerings below:
> Analytical Validation Consultation
> Comprehensive Instrument Support
Carolina Felix, Senior Biomedical Scientist at the Liverpool Clinical Laboratories, recently shared her lab's experience working with Thermo Fisher Scientific's Service and Support team for a research assay validation consultation.
The lab, which provides immunocytochemistry and genomic testing services to hospitals in the Liverpool area, decided to implement the Oncomine Precision Assay (OPA) on the Genexus System as part of their workflow.
Before implementing OPA, the lab relied on a combination of techniques such as RT-PCR, IHC, and FISH for single gene molecular profiling. However, with the increasing number of molecular biomarkers, they recognized the need to explore the possibility of implementing local next-generation sequencing (NGS). This led them to seek assistance from Thermo Fisher's Analytical Validation consulting service.
The AV consulting service was helpful in addressing the challenges typically associated with new assay analytical validation. The lab, situated in a large teaching hospital and referral center, often faces a heavy workload and must balance testing activities with other commitments.
Thermo Fisher's AV team provided consultation in project planning, run planning, and result analysis, thereby focusing project efforts and reducing the burden on the lab's scientific staff.
Read our recent blog post to learn more about how the Analytical Validation Consultation Service helped enable the success of the lab’s project.
In the summer of 2020, the team of Thermo Fisher Scientific field service engineers (FSEs) from the southeastern region of the US took on a challenge unlike anything anyone on the services and support team had seen before. Working together in the face of uncertainty, FSEs Jimmy Balan, Scott Allen, and Jason Pepper helped a laboratory rebuild from a devastating fire, restoring equipment necessary for the laboratory to quickly return to supporting its clients.
Dr. Catherine Dumur, vice president of molecular diagnostics and NGS development at Bernhardt Laboratories in Jacksonville, Florida, received a call informing her that the laboratory had tragically caught on fire in the middle of the night. In the wake of the disaster, Dr. Dumur immediately contacted Thermo Fisher Scientific. The next day Jimmy, Scott, and Jason were on-site, helping Dr. Dumur and her team work towards getting a satellite laboratory up and running. The entire mission was accomplished in just a few months.
Learn more about the team’s incredible effort in this powerful video, featuring images from the site and interviews with Dr. Dumur and the general manager of Bernhardt Laboratories, Jorge Almenara, PhD, as well as with our service and support team as they tell the story of what it took to save a laboratory in unprecedented times.
In the molecular biology lab at the Istituto Ortopedico Rizzoli (IOR) in Bologna, technician Dr. Gabriella Gamberi encountered a mystery - Some NGS runs on her Ion GeneStudio S5 System had a high number of low-quality reads, and she didn't know why.
Dr. Gamberi reached out to Thermo Fisher Scientific technical application specialist Gian Marco Baranzoni.
As part of Thermo Fisher's team of dedicated TAS professionals providing remote support for instruments and consumables via phone, email, and on-demand digital support tools- helping resolve 70% of cases in minutes, not days- Gian Marco specializes in providing remote informatics assistance to scientists in the EMEA region.
An expert in NGS and other applications with Thermo Fisher since 2018, Gian Marco had already been supporting Dr. Gamberi; this time he was able to leverage his knowledge of both the lab's lon Torrent instrumentation as well as his experience in bioinformatics to solve the puzzle of the unexpected results.
Read our case study featuring interviews with both Dr. Gamberi and Gian Marco to learn more about how he helped IOR solve its sequencing mystery and how service and support technicians like Gian Marco go above and beyond for our customers everyday.
Carolina Felix
Senior Biomedical Scientist
Liverpool Clinical Laboratories
Liverpool, United Kingdom
“The support we received from the Thermo Fisher Analytical Validation Consultation team was excellent. The run plans provided were clear and simple to follow. The weekly project meetings were very friendly, and the results/progress were all clearly
explained. The Customer Concierge team were also very helpful with documentation and the delivery of reagents
and controls”
Dr. Gabriella Gamberi, PhD
Department of Pathology
Section of Molecular Biology
Istituto Ortopedico Rizzoli
“Thanks to the numerous tips from [our technical applications specialist], our NGS experiments with the Ion Chef and Ion GeneStudio S5 systems are going very well…When we need help, Gian Marco is available to study the problem and to provide us with a quick solution.”
Catherine Dumur, PhD, HCLD (ABB)
Vice President of Molecular Diagnostics and NGS development
"The Thermo Fisher Field Service Engineers are very good at responding very quickly, and addressing all of my concerns, which are many and very pressing. And they know me. And I know them, and I can trust them. They never leave me hanging. Without the diligence of Thermo Fisher engineers, we would not have been able to achieve the goal of establishing a lab in 6–8 months. We exceeded our goal and were up running in less than three months.”
Dr. Bin Wang, MBBS, M.Med, PhD
Senior Hospital Scientist
SydPath-St. Vincent’s Hospital
Sydney, Australia
“We receive excellent support from the company…to facilitate NGS testing from initial training to ordering, from machine service and maintenance to volumatic pipeline development and implementations. Thermo Fisher has experts in place to support every step of the workflow…”
Count on our dedicated Customer Concierge Services for an exceptional and seamless experience implementing your new instrument. From order placement through installation and training, we’ll streamline and simplify the process as your main point of contact to help ensure your laboratory is set up for success.*
*Concierge services are available in certain geographies for specific instruments
Site Readiness
Helping you prepare your laboratory space for a successful installation, providing critical documentation and checklists
Delivery
Tracking shipments and helping to coordinate delivery
Training
Scheduling training with a knowledgeable field application scientist
Installation
Connecting you with highly skilled field service engineer to coordinate instrument installation
There’s simply no time for instrument downtime. That’s why our Instrument Service Plans include our Digital Services and Support Ecosystem to help keep your instruments and your lab running smoothly. These include pioneering on-demand tools and capabilities such as Smart Help and Remote Support using augmented reality technology and instrument-driven support. We’re constantly looking ahead so your lab never falls behind.
Protect your instrument and your investment. Our certified and trained field engineers are on call to assist you with instrument issues as well as proactive planned maintenance, all to help increase your laboratory’s productivity and uptime so you can focus on the things that matter.
You can rely on us to provide:
Additional service options are available to supplement and enhance your service plan.
We are here to foster your journey with Oncomine Solutions. Our workflow consultancy program is unique in our industry, addressing your specific needs and working closely with laboratory staff.
Our team offers dedicated workflow consultancy from extraction to report, helping you take your lab to the next level with personalized care.
Additionally, we align with our many company-wide resources to support your workflow needs. All this, and more, is included in your purchase of Oncomine Solutions.
Specialists help with your Oncomine Reporter and instrument software so that you can make the most out of your comprehensive reporting capabilities. We offer a variety of flexible options to help you maximize your resources. From by-the-hour consulting with our knowledgeable bioinformatics professionals to customizable prepaid packages to on-site software and IT upgrades, we’ll work with you to determine the most productive and cost-effective way to meet your bioinformatics goals. One of our specialists will be happy to discuss your project needs and determine the solutions that work best for you.
Our project management consulting services can support your research lab with your RUO workflow project up to 62% faster* than the average in house AV. (*Based on Internal Data).
We have solutions to fit any need and budget across the globe, our AV services provide design, build, test, and support validated systems. Whatever level of service you require, our professional services are the right choice to help shorten your validation time, control your cost, and facilitate compliance with your regulatory requirements.
For Research Use Only. Not for use in diagnostic procedures.
Consulting services offered for the guidance in enabling the analytical validation in support of research efforts only.
August 7, 2023 Processmaker ID: 47152
We've detected your location to be Japan.
Sorry, you cannot access this website. The content on www.oncomine.com is only intended for healthcare professionals. Formore information on our research solutions, please visit ThermoFisher.com
このウェブサイトは、日本国内の医療関係者の方への情報提供を目的としており、一般の方に対する情報提供を目的としたものではないことをご了承ください。研究用製品の情報はThermoFisher.comよりご覧ください。