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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 

Submit a Support Request

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

TOFWERK Support Team

Picture of HuaLong Liu

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.

Picture of Terry Perkins

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.

Picture of Erasmo Arteta

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.  

Picture of Gabe Romero

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.

Picture of Lukas Berner

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.

Picture of Kevyn Huke

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.

Picture of Gabrielle Macgregor

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.

TOFWERK Support Request Form

Support Form