AT THE HEART OF MEDICAL TECHNOLOGY

At SORIN we truly are at the heart of medical technology. Our passion for innovation moves us to continually develop new technology in the field of cardiac surgery. With an unprecedented history of product reliability, our devices have been used to successfully treat over one million patients every year in more than 80 countries. Our Customer Care and Service Leadership culture is tirelessly committed to helping medical professionals not only save lives but improve patient outcomes. The result: a better quality of life for patients, post-operative.

The SORIN Cardiac Surgery Field Service Organization is proud to contribute to this mission by offering a large variety of tailored, post-sales support programs for your perfusion and auto-transfusion devices. Through a close partnership with you, our Customers, combined with our commitment to deliver the best value for the price, our mission is to ensure that the equipment you are operating is safe and efficient at all times.

SPEED AND QUALITY

Service response is a key objective of our organization. We make every effort to respond in a timely manner to your service requests. Where we have direct service responsibilities, our response goals are:

• Two hour call-back after receiving your request for service
• On-site within 24 hours for emergency, corrective service needs
• On-site within 48 hours for non-emergency service needs

It is always our objective to meet or exceed our response time commitments whenever possible to ensure minimal impact to your operations.

In all countries where we have an equipment presence, our sales and distribution network is fully supported by technical specialists based in the Original Equipment Manufacturing (OEM) sites. These specialists are fully certified and trained at our OEM facilities in Europe and in the United States to ensure the best possible level of technical support.

The Sorin Group Field Service Organization maintains a technical documentation database at ftp.csbu-service.net. This database is available to certified technicians so they can quickly access needed service information. The results: a quicker mean time to repair and a higher level of service quality.

Our Field-based Service Representatives are trained and certified on all Sorin Group manufactured and distributed equipment. The Field Service Reps are provided periodic refresher training to remain competent on all the latest technical developments. All service personnel are trained and certified to ISO 9001 quality system standards. Customer Care and Service Leadership is our top priority and courtesy and professionalism are considered key attributes which are required performance standards for all employees.

All replacement parts used in the performance of service activities are originally produced by the OEMs of the equipment. These replacement parts are subjected to the same strict acceptance criteria as equipment and are compliant with the same quality standards.


All equipment tests, calibrations and checks are performed using calibrated instrumentation in conformity with all current safety and regulatory standards.

SERVICE OFFERINGS

We offer a comprehensive list of services to meet your needs, including:
• Product installation and warranty support
• Post-warranty service programs
• Telephone technical support
• After hours on-call support
• Spare parts assistance and support
• Corrective and Preventive Maintenance services
• Depot services on certain devices (not available in all locations)
• Biomedical Service Training Classes available on our facilities in Europe and USA


The Sorin Group recommends our FULL SERVICE CONTRACT option. This option optimizes efficiencies, performance consistencies and cost-savings to provide you with the best value for your money. Under this option, you will have the peace of mind that your needs will be met whenever you experience problems with your equipment. Following is a list of some key elements of the Full Service Contract option:

• Equipment is regularly inspected following the manufacturer’s recommendations to ensure that it meets specifications and continues to operate reliably and effectively.
• All labour (travel and working time) relating to equipment service is included in this option.
• All replacement parts (excluding consumables) are provided at no additional charge
• Loaner equipment for certain critical devices are available to quickly get you back up and operating
• Equipment modifications and innovations that improve the product performance are installed at no labour cost (only the upgrade kit would be invoiced separately). This option provides you with the assurance that your equipment is continuously operating at the most current manufactured product.

Other offerings are available to suit your service needs including Preventive Maintenance Only contracts and On-Demand Services.

For equipment of more than 10 years or 10,000 hours duty cycle, a pre-service inspection may be required. For these systems, Contract prices may be different from the standard rates for newer equipment.