Since 2019, the microscopy business of Carl Zeiss France SAS has initiated various organizational changes in order to best support its academic and industrial customers in their acquisition projects and in the use of their microscopes.
A new IQR entity (Industrial Quality & Research)
In January 2020, Cyril Aujard took over as head of Carl Zeiss IQR (Industrial Quality & Research), bringing together the various departments of the two RMS businesses (Research Microscopy Solutions) and IQS (Industrial Quality Solutions). Each business has its own sales and service teams, covering the entire Zeiss catalog of optical, electron and X-ray microscopy solutions. These teams have been created to better meet the needs of users and the particularities of their applications. The RMS division provides Zeiss microscopy solutions for the life sciences, materials science and raw materials and processing industries. The IQS division specializes in microscopy and metrology solutions for the manufacturing and assembly industries.
Two new sectors
The RMS sales team has a regional presence, divided into eight areas, including two new ones (Grand-Est and Sud-Ouest). Each of these sectors has a single sales contact for all microscopy solutions, Zeiss, working with a team of product specialists and application engineers for optical microscopy and electron/X-ray microscopy. This new organization is designed to meet customers' need for support at every stage of their acquisition project, and to respond to requests for training and software support once their system has been commissioned.
Quicker, easier access to after-sales service
Zeiss has set up a customer support center, providing centralized management of administrative and technical after-sales requests, with the aim of better supporting its customers in the processing and follow-up of their after-sales requests. The arrival of a new RMS after-sales manager has been accompanied by the setting up of a new hotline. It can be reached by all Zeiss customers via a single telephone number and email address for all after-sales requests concerning all Zeiss microscopes, and includes a technical hotline for first-level maintenance.
This new organization has been deployed since March 1, 2020.
Photo: Cyril Aujard, Director of the Carl Zeiss IQR business unit
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