Technical Services

The Aurora BioScience Technical Service Centre provides complete after-sales-service for all Aurora BioScience’s third party vendor products sold in Australia. We provide a national service that is dedicated to working with customers to meet their individual  technical services needs.

Training

Technical service training for hospital biomedical engineers can be provided, at a mutually agreed location or onsite as required.  Technical training courses are prepared and delivered by a suitably qualified Aurora BioScience technician. Typically the training can take between 2 to 5 days, depending on the complexity of the equipment being covered. These courses are generally 50% theory and 50% practical. Details of your course requirements can be discussed with one of our service team.

Technical support and repair

Technical support is provided by qualified and experienced engineers and technicians.  We also draw on the expertise from our many service and third party facilities around the world to ensure the most current information is available to our customers.  Our aim is to solve all issues on first engagement. Aurora BioScience offers a 24/7 on-call service and will provide telephone response immediately or within 60 minutes of a service call on our 1300 309 994 number.  Onsite response time is within 48 hours or as mutually agreed with the customer. This applies to customers with equipment under warranty or with a comprehensive service agreement.

The primary spare parts stock is maintained in the Aurora BioScience Service Centre located in Sydney. Product repairs are performed by our trained technicians using factory approved parts and procedures.  Repairs are performed at the Aurora BioScience service facility located in Sydney or on-site as mutually agreed with the customer.  All repairs include recalibration and electrical safety testing before being returned to the customer.

Service contracts to suit you

Aurora BioScience Technical Services also offer Service Contracts for equipment. The Comprehensive service contract represents our comprehensive contract including all breakdown and preventative maintenance occasions and covers all parts, labour and travelling time.  This contract level guarantees that the equipment will not cost your hospital or facility any more than the quoted price for maintaining their equipment in good operating condition annually. The PM Service contract offers preventative maintenance as per the manufacturer’s recommended schedules. This level of service covers labour and travel only.  All breakdown calls, parts and freight will be invoiced to the customer.

Warranty

All of our equipment offered is covered by the Aurora BioScience comprehensive warranty against defects in materials and workmanship except where any such defect is a result of neglect, misuse, accidental or wilful damage.  The warranty is offered for 12-months from commissioning.  This warranty becomes void through the unauthorised service or alteration of the device by the customer.