Octet® Service and Support Center
We Prioritize Providing Exceptional Customer Support to Ensure a Seamless Experience for Our Valued Customers
Our commitment to this is demonstrated through our:
- Live Global Technical Support — Live support is available via phone and email, ensures prompt responses within 24-48 hours.
- Knowledge Base — We understand the importance of troubleshooting and have developed the Octet® Knowledge Base, a comprehensive resource available anytime to assist users in resolving assay-related challenges.
- Software Access — Our customers can conveniently obtain the software they need, enhancing their experience with our products.
- Safety Datasheets & Certificates — Recognizing the significance of timely information, we have centralized Octet® safety datasheets and certificates of analysis, making them readily available online for immediate download.
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Contact Global Technical Support
North America: Mon-Fri, 6am - 4pm PST
Europe, rest of world: Mon-Fri, 9am - 6pm GMT
+1 888-OCTET-75 or +1 650-322-1360
Meet Some of Our Technical Support Team
Yixin Lin Ph.D, Manager, Global Technical Support
Helping Octet® BLI and SPR users for the past 13 years to navigate biosensor assay development, technical support, and troubleshooting and more than 20 years of experience in customer-facing environments. Yixin joined the Octet® team in 2010 as a Field Applications Scientist and is an expert in label-free biosensor assays, kinetics, immunoassays, biomarker proteomics, and statistics. Yixin leads a team of highly specialized scientists that provide world-class support to Octet® customers. Yixin enjoys taking walks, appreciating nature and city streets in her spare time.
Terence Hui, M.Sc. Manager, Field Applications Scientist
Terence is a dedicated hands-on protein biochemist and leads a highly skilled team of applications scientists in the Americas. He has been with the Octet® family for over 12 years and has been committed to advancing technical innovation, bringing extensive well-rounded experience in biological science, protein characterization, biosensor assay development, and people management. Outside of work Terence likes to explore new food, listens to music, and hiking.
Hendrik Wuensche, PhD, Technical Support Scientist
Hendrik has been supporting and guiding Octet® users in Europe to build SPR and BLI assays for more than 11 years. He is an expert in label-free biosensor assays, kinetics, quantitation, epitope binning, and drug discovery screening. Hendrik joined the Octet® team in 2012 as an Applications Scientist and has recently joined the technical support team supporting Octet® users globally. Hendrik likes mountain biking and caring for his bonsai trees in his spare time.
Tim Heiseler, Ph.D, Senior Application Scientist
Providing scientific customer support in the field of label-free interaction analysis for over 10 years across various European regions, Tim joined the Octet® team in 2013 as a Field Application Scientist. He has expertise in label-free interaction analysis, including kinetics and quantitation, as well as immunoassays, high-throughput screening, protein engineering and design. Tim is an integral member of the experienced BioA FAS EMEA team at Sartorius BioA, offering localized scientific support to their customers.
