Your Long Term Partner

GenMark is committed to best-in-class service and support, and provides customers with an expert network of in-house specialists, customer service and field support teams. Our team is dedicated to providing answers to your questions and maximizing the efficiency of your lab.

Technical Support

Experienced Technical Support Scientists are dedicated to assisting laboratories in resolving issues promptly via telephone or email. GenMark Technical Support is available 24 hours a day, 7 days a week to provide the highest level of customer support and satisfaction.

Contact us at:

tech-support-phone +41.41.229.42 60 tech-support-email CustomerSupport.EU@genmarkdx.com

Customer Resource Center

As a GenMark customer, you will also have 24/7 access to comprehensive resources online through the Customer Resource Center.

  • Package inserts
  • Certificates and compliance documents
  • Safety data sheets
  • Technical bulletins

Remote Access

Not only can you reach our Technical Support Team 24/7, but they can also reach directly into your lab if you choose to enable Remote Access capabilities on the ePlex system.  Remote Access provides an innovative, proactive and easy-to-use utility to support ePlex systems. This tool establishes a secure network connection between the GenMark support team and the ePlex instrument. Support through Remote Access ensures the timely resolution of certain software and connectivity problems, while maintaining the security of patient data and laboratory operations.

Key Features:

  • Optimize system performance and minimize downtime
  • Remotely access ePlex to troubleshoot and analyze system performance
  • Review instrument configuration settings
  • Download troubleshooting logs to resolve issues
  • Assist with operator training

Learn more about Remote Access

Implementation Support

GenMark’s Molecular Application Specialists have a reputation for providing the best service in the business.  We consistently receive industry leading scores for our technical and customer support services.  As a GenMark customer, you will experience this white glove service, starting with our comprehensive Implementation Binder that will get your ePlex system live as soon as possible, to on-going continuing education, training and support in your lab from our MAS team.