Customer Support

How Can We Help You?

Our Support Team provides fast, comprehensive support worldwide to customers and OEM partners. Whether you are in a field campaign, by a factory line or in the lab, our experts are available to answer your questions.

Technical and application support
Spare parts and consumables
Preventive and curative maintenance
Upgrades

Campaign kits
Hardware and software custom development
Training sessions
Customer knowledge base

Customer Knowledge Base

This online support library includes self-service resource articles for Vocus CI-TOF and icpTOF users.

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Our experienced team members are here to answer your questions and support your troubleshooting.

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Thank you for all your efforts to build and deliver this instrument, and support us as we prepared for the flight campaign.

Thanks a lot for the great support.

TOFWERK support is fantastic!

HuaLong Liu

HuaLong provides technical support from the TOFWERK China office. With experience in GC-MS, mobile mass spectrometry, and the 24/7 maintenance and servicing of instruments running in industrial sites, HuaLong successfully supports customers in China and the APAC region.

Terry Perkins

Terry is the Head of TOFWERK's Global Service and Support. With extensive prior work in our quality control department, Terry brings hands-on knowledge of all TOFWERK instruments to our technical support team. This experience combined with his customer-focused mindset ensures in-depth and personalized support for instruments around the globe.

Erasmo Arteta

Erasmo is a trained system engineer with over 10 years of experience in technical support of IT infrastructures. Now focused on applied technology at TOFWERK, Erasmo is happy to assist customers with technical issues or instrument-related questions.

Gabe Romero

Gabe provides technical and field service support from the TOFWERK USA office. As an experienced field service technician and trainer from past roles in the medical industry, Gabe is recognized for efficiency and excellent customer service.

Lukas Berner

Lukas is a trained physicist who has experience in electron and ion microscopy, including working with the TOFWERK fibTOF for more than two years. He uses his practical knowledge and trouble shooting skills to solve problems and support users.

Kevyn Huke

Kevyn is an experienced technical repair technician with 3 years of experience troubleshooting and repairing custom built drones. He holds degrees in both physics and mathematics and is excited to support users or answer questions.

Gabrielle Macgregor

Gabrielle is a trained chemical and process engineer with previous experience supporting mass spectrometers in the semiconductor industry. Her dedicated customer care and troubleshooting abilities provide users with the support they need to get their instruments back up and running quickly.