Services and support

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Maintaining optimal instrument performance for trusted results

At Refeyn, our Field Service Engineers are committed to delivering personalized support and expertise to our clients. Our team consists of highly skilled professionals with extensive experience and thorough knowledge of bioanalytical instruments.

We take pride in our dedication to excellence, providing comprehensive services throughout the entire product life cycle to ensure your mass photometer operates smoothly and efficiently and delivers reliable, accurate, and compliant data.

Certified and accredited services & support for the life of your instruments

Installation phase

Installation

Through professional installation and commissioning, we ensure that your equipment will be up and running optimally from the start. Refeyn Service will install and configure your equipment and complete a Site Acceptance Test to demonstrate a successful installation.

Qualification (IQ & OQ)

When requested our service staff can perform an IQ/OQ (Installation Qualification / Operational Qualification). This can be provided for either GMP or non GMP environments.

Training

After and installation is completed by our service team our Field Applications Scientists will visit to do Applications training.

Utilization phase

Software Updates & Upgrades

Refeyn provides regular updates to our software and, with your permission, we update your computer during periodic visits.

Maintenance & Service Agreements

We have a variety of service offerings to insure maximum uptime and rapid response when service is required.

Calibration

Refeyn instruments require a yearly preventative maintenance visit to insure optimal performance. These visits are included in all of our service offerings.

Service contract options

	Gold	Silver	Bronze
Labor	Yes	Yes	Yes
Travel and travel labor	Yes Includes PC Includes objective	Yes Includes PC Excludes objective	Yes Excludes PC Excludes objective
Engineer onsite	Yes Highest Priority	Yes Second priority	Yes Third Priority
Engineer remote diagnosis	Yes Within 1 business day Monday through Friday	Yes Within 2 business days Monday through Friday	Yes Within 3 business days Monday through Friday
Instrument/system replacement unit	Yes	No	No
Accurion replacement unit (where relevant)	Yes	No	No
Annual maintenance visit	Yes	Yes	Yes
1 instrument move per year	Yes	No	No

Need technical assistance? You can report a technical issue and a member of our service team will be in touch soon!

Our services & support team

Stephen Meier, Senior Global Service Director

“I enjoy building skilled teams that provide dedicated service for our customers.”

Steve holds a BS in Social Science and an AAS in Electrical Technology. With over 25 years of industry experience, Steve joined Refeyn in 2024 having previously worked as a Service Manager for Essen Bioscience, Sartorius, MesoScale Discovery, and Malvern Instruments.

Emma Hooley, Director, Service & Support

“I love seeing happy customers after a site visit.”

Emma has spent her career watching single molecules. She received her PhD in Chemistry at the University of Melbourne, studying conjugated polymers for their use in solar cells. After a brief stint as an academic, she moved into the exciting world of scientific instrumentation startups. She’s been with Refeyn for five years, focusing on building an exceptional experience for our customers and keeping our technology running smoothly.

Gemma Culley, Senior Service & Support Engineer

“What I love most about my role is working on our innovative instruments.”

Gemma has been with Refeyn for over two years, joining the service team after earning her MSci in Physics from Royal Holloway, University of London

Jess White, Senior Technical Service Specialist

“One of the highlights of my job is travelling the world to connect with our customers and explore diverse applications of mass photometry.”

Jess has been a member of the service team at Refeyn for two years, joining after completing her MSci in physics at the University of Bristol where she specialised in biophysics.

Melisse Eramus, Senior Technical Service Specialist

“The best part of my job is working with a great team to provide excellent customer service, particularly when solving complex instrument issues.”

Melisse holds a PhD in Medical Physiology from the University of Stellenbosch. Since joining Refeyn over 2.5 years ago, she has taken on three different roles, although the service engineer role has by far been her favourite.

Mohammed Yasir, Software Support Specialist

“My job gives me the opportunity to learn and develop my skills and I work with talented and supportive colleagues.”

Mohammed studied Business Management and Computing at De Montfort University and has been with Refeyn since February 2022. Prior to joining Refeyn, he worked as a software support engineer for an automotive company.

Tom Paoletti, Service & Support Engineer

“I really like my colleagues at Refeyn, their attitudes towards our customers and each other.”

Tom holds a BS in Electrical Engineering from the University of Maine. Prior to joining Refeyn, Tom worked with life science companies including NanoCellect and Applied Biosystems/Life Technologies.

Yuan Jiang, Service & Support Engineer

“I really like the variety in the work that comes with being out in the field supporting customers and the friendliness of the Refeyn team.”

Yuan holds a MSci in Biomedical Engineering from Cornell University and joined Refeyn in 2024. Before working at Refeyn, he was a Microbiologist at Shandong University where he worked on HPLC and Mass Spectrometer bioanalytical instruments.

Wayne Lehr, Service & Support Engineer

My name is Wayne and I am from San Diego, CA. I graduated in 2016 with a degree in Biomedical Engineering. Prior to working for Refeyn, I was a field service engineer for Sartorius and a San Diego Police Officer. I have been lucky to be with Refeyn for 6 months. My favorite aspect of being a Service and Support Engineer for Refeyn is the constant need for adaptation and problem-solving skills. I enjoy being constantly challenged and figuring out how to overcome the challenges in the most efficient way possible, all while keeping the customer satisfied. In my spare time, I enjoy being with my family, and spending time outdoors.

Laurel Falana, Senior Service & Support Engineer

“I thrive on interacting with customers and visiting cutting-edge research facilities where our products play a crucial role in advancing scientific discovery.”

Laurel holds a BS in Bioengineering from the University of Maryland, College Park. After graduating, she joined Essen BioScience, which was later acquired by Sartorius. Over six years at Sartorius, she contributed to the development of their BioAnalytical product line before transitioning to her current role at Refeyn.

How can we help you? Contact us for more information or quotes on our products and services.

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Refeyn Ltd.

Unit 9, Trade City, Sandy Ln W, Oxford OX4 6FF, United Kingdom

Phone: +44 1865 800175

Refeyn Headquarters
21 Hickory Drive, Ste. 200A,
Waltham MA 02451
USA

Phone: + 1 (971) 200 1370

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