Document #: Revision: 4.

0
Life Sciences Remote Support for
LS-SER-WI-0009
Service Activities

1. Purpose
The purpose of this procedure is to identify the requirements to perform remote support
service activities.

2. Scope
This procedure applies to all associates who report into the Life Sciences Service
Organization that will:
- Provide Customer Technical Support
- Provide technical support to Field Service Engineers (FSE)
- Perform and debrief service activities on Life Sciences Instrumentation
This procedure covers support activities for both clinical IVD and non-IVD/research
products.

3. Remote Support for Customers

3.1. Remote support calls with a customer are performed when the customer calls into the
Customer Technical Support Hotline and the associate identifies that a remote support
session would help to resolve the customer’s issue. The remote support session can
also be initiated as part of the pre-call that the FSE makes in preparation for an on-site
visit.

3.2. Associates that do not have a remote support license may submit a license request to
their direct manager. The manager will then share the licenses request with the VR/AR
Resource Administrator (Training Manager or delegate).

3.3. The associate must receive training prior to using the remote support application with a
customer to ensure the best experience for the customer.

4. Remote Support for Non-Certified FSEs

1.1. Remote support calls are performed when a fully certified Field Service Engineer (FSE)
is not available due to travel or laboratory restrictions. When a remote support case is
identified, the Life Sciences Director of Field Service or delegate for the affected
geography will communicate the need for a remotely supported service call to the Life
Sciences Global Service Compliance Leader and the VR/AR Resource Administrator.

1.2. Requests for approval will be submitted through the Life Sciences Global Service
SharePoint, found here: Life Sciences Remote Support for Service Activities.
Note: Approval submission via the SharePoint is only required for non-certified FSEs

1.3. The Director of Field Service or delegate will work with the Compliance Leader and
VR/AR Resource Administrator to assess if a remote service call can be performed on
the instrument.

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Life Sciences Remote Support for
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Service Activities

1.4. The Director of Field Service or delegate will work with the Compliance Leader and
VR/AR Resource Administrator to identify the Subject Matter Expert (SME) who will be
remotely supporting the service call, and the FSE(s) that will be onsite.

1.5. The FSE must have a documented certification in the learning management system for
the product line they will be supporting (i.e., for an Echo, FSE must be Automation
trained).

1.6. The SME must be a Tech Support Engineer (TSE) trained on the instrument.

1.7. Prior to the service call, the FSE will be reviewed by the Compliance Leader, AR/VR
Resource Administrator, and Tech Support Engineer to determine the level of pre-call
training required.

1.8. To be fully certified and perform any other service calls on the instrument, the FSE will
need to attend training per LS-GTR-PCD-0008, Field Service Engineer Certification.

5. Remote Support for Certified FSEs

5.1. When a remote support case is identified, remote support may be provided to an FSE.

5.2. The appropriate Field Service Manager or Technical Support Manager will request a
remote support license, if required.

5.3. All remote support calls must include the associated case or Work Order (WO) number
under which the service activity was performed. After the remote support call is
concluded, the Case or WO number should be documented in the End of Call Survey’s
“Additional information” field.
5.3.1. The employee initiating the remote support session is responsible for inputting
this information.
5.3.2. If multiple remote support sessions are needed for the same Case or WO, the
reference is still required at the end of each session to allow for proper tracking.

6. Remote Service Call Debrief Process for Uncertified FSEs

6.1. A ServiceMax Case will be opened with a WO assigned to the FSE.
6.1.1. The Purpose of Visit (POV) of the WO assigned to the FSE will be the standard
POV.
6.1.2. The FSE will debrief their work in the WO.
6.1.3. The SME will debrief their work using USFS-ALL-FRM-0016, Manual Service
Report.
6.1.4. The FSE will attach the Manual Service Report completed by the SME to the
Case/WO.

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 Document #: Revision: 4.0
Life Sciences Remote Support for
LS-SER-WI-0009
Service Activities

6.2. To perform the remote service call, the FSE will be onsite with the AR glasses and the
SME will be providing guidance to the FSE through the service call process using an
approved business communication platform (i.e., WorkLink Remote Assist) and AR
glasses.
6.2.1. The service visit cannot be recorded under any circumstances.
NOTE: See Section 7 for Workflow for AR Glasses (HoloLens) Dispatch for
Field Service Support.
6.3. If the service call is successfully performed, the WO will be closed as operational.
6.3.1. The FSE and the SME will debrief their work each day, on the same case, per
LS-SER-WI-0001, Life Sciences On-Site Service Call Standard Work.
6.3.2. The customer signature must be captured by the onsite FSE at the conclusion of
the call. The remote SME will document on the Manual Service Report that no
customer signature was captured by them, as they were remote, indicating
“Remote Session” on the Manual Service Report.
6.3.3. The FSE and/or the SME will send the ServiceMax case or WO number to the
Compliance Leader and VR/AR Resource Administrator, upon closure of the
WO/case.
6.3.4. The Compliance Leader or delegate will review and confirm that the ServiceMax
case has been properly documented/debriefed, customer signature captured
and that the Manual Service Report is attached.

7. Workflow for AR Session Dispatch for Field Service Support

7.1. A remote support session may be initiated either on a computer, mobile device, or on a
HoloLens.

7.1.1. Mobile Device

7.1.1.1. Once at the customer’s site, the FSE will inform the TSE.
7.1.1.2. The TSE will send the FSE a one-time use text link or share a Pin that
can be used to connect to the remote support session.
7.1.1.3. The FSE initiates the session and connects with the TSE.

7.1.2. HoloLens
7.1.2.1. The FSE may request the use of the HoloLens either through Technical
Support or from their Service Manager.
7.1.2.2. The FSE can log into the device with their Beckman Credentials.
7.1.2.3. If the WorkLink app has not been downloaded on the HoloLens, the
FSE may download the app from the App Store.
7.1.2.3.1. For guidance on installing and using the WorkLink
application, reference LS-SER-WI-0014, WorkLink Remote-
Assistance User Guide.

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 Document #: Revision: 4.0
Life Sciences Remote Support for
LS-SER-WI-0009
Service Activities

7.1.2.4. Once at the customer’s site, the FSE will connect the HoloLens to the
internet.
7.1.2.5. The FSE will request a WorkLink Pin from the TSE.
7.1.2.6. The TSE will share a one-time use Pin that can be used to connect to
the remote session.
7.1.2.7. The FSE initiates the session with the TSE.

8. References
8.1. External References
 GLB-QRA-REF-0002, External References

8.2. Parent Document

 GLB-QS-PCD-0094, Servicing and Installation

8.3. Internal References

 LS-SER-WI-0001, Life Sciences On-Site Service Call Standard Work
 LS-SER-WI-0014, WorkLink Remote-Assistance User Guide
 USFS-ALL-FRM-0016, Manual Service Report
 LS-GTS-PCD-0001, LS Escalation Process Standard Work
 LS-GTR-PCD-0008, Field Service Engineer Certification

8.4. Tools
 USFS-ALL-FRM-0016, Manual Service Report
 Remote Support Request Form, Life Science Global Service SharePoint

9. Appendices
 Appendix A – Remote Support for non-certified FSEs
 Appendix B – HoloLens Remote Support (for certified FSEs only)

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Life Sciences Remote Support for
LS-SER-WI-0009
Service Activities

9.1. Appendix A: Remote Support for non-certified FSEs

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Life Sciences Remote Support for
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Service Activities

9.2. Appendix B: HoloLens Remote Support (for certified FSEs only)

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 Document #: Revision: 4.0
Life Sciences Remote Support for
LS-SER-WI-0009
Service Activities

10. Change Control

SUMMARY OF CHANGE:

Updated document to clarify compliance and debrief requirements

SECTION # REASON FOR CHANGE / OBSOLESCENCE

1.0 Updated Purpose for all remote support activities regardless of Approval Form usage
1.0 – 4.0 Replaced “installations” with “service calls” throughout document
3.0 Added Remote Support for Customer section
4.0 – 8.2 Removed requirement for the Remote Support Consent Form throughout document
4.7 Clarified SME must be in Tech Support
5.0 Clarified debrief steps, including the use of the Manual Service Report
8.3 Added the Manual Service Report form to Internal References
Appendix A Updated Flowchart; removed “installations”
Appendix B Updated Flowchart; removed “installations” and clarified usage for AR remote support
TRAINING REQUIREMENT
✘ Training is required for this revision.
Initial release
Remediation training
✘ Change affects process
Training is not required for this revision.
Change does not affect process
Obsolescence
Training is not required for this document type.
IMPACT ASSESSMENT
Evaluate any IMPLEMENTATION PROCESS IMPACT
interrelated QMS and/or
Business processes to N/A
determine if changes
are required. If yes, list IMPLEMENTATION PLAN
affected documents. If
no, indicate no impact. N/A

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