PEAK-Service structure Founded in 1992, 90 field service engineers in Europe European Headquarters in Germany (Darmstadt) Corporate management Technical support (IT, logistics...) European subsidiaries France (Montpellier), UK (Cambridge), Austria (Vienna) Partnerships : Nordic Service group for northern Europe, Hi-Tec Support for Switzerland and Italy American subsidiary Based in Boston (Merrimack, NH) Founded in 2006, in partnership with the OEM manufacturer KMC

PEAK-Service: vision Our field of expertise We sell technical service, and nothing else We are specialized in instrumentation used in the medical and research fields (medical diagnostic, healthcare, analytics, laboratory equipment) Our approach One single partner, one single quality level, for all your service needs Only engineers certified by our partner touch the instruments Our offer We offer all types of service activities, and all reaction times We design each partnership individually to suit the needs of our partners

Service activities Geographic coverage – à la carte Europe (interventions inside and outside of the countries where we are based) United States Service activities – à la carte Application : installation, user training, qualification, update, corrective action Repair : on-site repair (any reaction time) Preventative maintenance : on-site intervention, with management of the yearly planning Workshop : preventative maintenance, repair, refurbishment Service support : sale and management of service contracts, hotline, technical support, spare parts management (stocks, 24h on-site delivery) customer invoicing, service statistics, service management software (with full traceability)

Structure of a PEAK-Service subsidiary Main office : activities managed by our service management software Database for customers and instruments Logging of customer calls Real-time planning and supervising of on-site interventions Invoicing Logistics (spare parts) Field service team : main characteristics Based locally, responsible for a region Tools and stock of spare parts Laptop with internet access (3G cards), and cell phone Service management software (updated in real-time)

General workflow Customer call, opening of a CSR (customer service request) Intervention planning (office) Diagnostic confirmation / control of instrument history Logistics management Customer contact as required (e.g. within 2-4 hours) On-site intervention (field service team) Intervention following CSR instructions Electronic service report Administrative follow-up (office) Control of service report, CSR closing Invoicing and sending of service report to our partner

Why work with PEAK-Service ? To concentrate on your key expertise We are a dedicated service provider : benefit from a strong experience and from a solid infrastructure We act on your behalf, you receive full reporting of the service activities, and you receive all the associated statistical data To cut down your fixed costs, and to be more reactive You externalize an activity that requires a lot of staff, and which volume is highly variable from month to month The launch and retirement of instrument lines is done smoothly : our structure is in place, call us when you need us To establish a long-term partnership, based on quality

PEAK-Service group 2- References

PEAK-Service references Medical diagnostic / healthcare BRAHMS, Roche Diagnostics, DDD, Diasys, Gentra, Hitachi, Innogenetics, Medion, Orgentec, Ortho, Sarstedt, Olympus, SCIL, Sysmex, VWR, Bee Robotics... Medical Terumo, Werfen, Guerbet, Medtronic. OTSUKA... Laboratory equipment Eppendorf, VWR, Binder, Hettich, Hermle, TFS/Kendro, Biozym AdvantageLab... Analytics VWR (Hitachi), Parker, Eppendorf, Analytic Jena, Fisher...

Daily workflow 1- Intervention flowchart

Typical Workflow Car stock PEAK technician Dispatching PEAK-Service Technical expert Main stock Customer Agilent Main stock Customer service E-Repair Customer call 1 Transfer 2 Electronic transfer 3 Intervention 4 Technical support 5 Electronic transfer 6 Update 7 Online access 8 Parts shipment 9 Service reports 11 Parts shipment 10 Invoicing 12

Daily workflow 2- Administrative reporting and invoicing

Administrative workflow Reporting, invoicing and traceability Service reports are sent each month (or week) to our partner (with the corresponding invoices) The history of each instrument and of each customer is kept in our database The history of customer calls is kept in our database

Make it work.