Responsive Support & Reliable Service

Service with a smile

To find your local service office contact details for any Smiths Detection product click here

As a world leader in the security industry, Smiths Detection knows what it takes to support an array of products over their full life cycle. Every day, we work to ensure Smiths Detection’s security systems are fully functional and customer enquiries are effectively addressed. In addition to a global support presence charged with providing the highest quality customer care, we encourage and expect the participation of every employee to generate and develop ideas to achieve customer satisfaction.

Smiths Detection offers seven distinct functions aligned with customer expectations provide the highest level of support and service:




1. On-Site Service
• Equipment installation
• Preventative and corrective maintenance
• Global Service Network
Our network of experienced service personnel comprised of both our own direct Smiths Detection Field Service Engineers and authorized service partners, enables us to perform on-site service with mean time-to-restore of less than 24 hours for most service interventions. We offer service level agreements with guaranteed reaction times.  All Field Service Engineers attend numerous classroom and hands-on training sessions before being certified to work on our equipment.

2. Parts & Consumables Logistics
• Materials requirements planning (MRP)
• Order processing & shipping
• Distribution logistics & warehousing
A complete materials management system, encompassing logistics centers around the world, provides fast movement of parts and supplies to the field. Orders for unrestricted parts and consumables can be fulfilled the same day with overnight delivery or next-flight-out courier service. Smiths Detection logistics centres provide quick response and fast delivery to ensure lower mean down time and higher operational availability.

3. In-House Repair Lab
• Depot repair
• Product upgrade
• System refurbishment
With in-house repair “service labs” located in the United States, Canada, the United Kingdom, Germany and Singapore, we provide hand-held and desktop trace customers with cost effective repair, upgrades and refurbishment services. Priority Services are always available as required.

ReachBackID service
4. ReachBack™ Support
• 24/7/365 access to Technical Support
• Trained product specialists dedicated to meet
your support needs
• ReachBackID™ for spectral interpretation
ReachBack signifies our commitment to ensure our customers have maximum confidence in the functional performance of their Smiths Detection products – anywhere and anytime. Our global reach allows us to provide direct access to product experts around the world 24/7/365.
ReachBackID* provides access to an elite team of scientists dedicated to spectral interpretation, chemical classification, hazardous materials chemistry support and applications expertise on FT-IR and Raman technologies. Similar to ReachBack, this team of highly trained specialists, who understand the needs and challenges facing front line defenders, is accessible around the clock for our customers.
*Only available in English & subject to contract terms & conditions

5. Product Training
• Operator and technical
• Train-the-trainer
• Customized training

6. Service Agreements & System Account Specialists
• Service agreements
• Loaner program available on certain products
• Product upgrade offerings

7. Professional Services
• Service consulting
• Project management
• Product line specialists
• Extended services