UK Technical Service

About Technical Services

Technical Services Mission Statement
Information on Capabilities & Scope of Service Provided
Troubleshooting & Technical Advice
Custom Products & Services
Direct Customer Support
Staff Profile and Team Structure
Business Supported

Technical Services Mission Statement

We aim to provide excellent Technical Service for our customers, being their first point of contact for product, application and scientific advice by:

  • Providing a high quality, fast service for product enquiries
  • Continuous process improvement
  • Providing solutions for our customers’ needs


If you have any questions please contact us by email or call us on tel. 0800 27 25 72

Technical Services Capabilities

The team are all trained scientists, many with PhD level qualifications and years of laboratory experience. They have access to a variety of internal and external databases and sources of information and aim to provide immediate skilled scientific advice, in relation to products. All enquiries are treated with a sense of urgency, and you will be kept informed at all stages of our progress. While our aim is to complete all enquiries within 24 hours, some may require communication with colleagues, additional investigation or testing, to ensure an accurate and complete response.

Troubleshooting & Technical Advice

We are very happy to support our customers in troubleshooting research problems and advising of potential solutions. The Technical Services Team at Sigma-Aldrich is well practised in assisting customers through discussion of the problems that they are encountering in their work. Through such consultations we aim to provide new approaches and resolution to incoming enquiries.

Custom Products & Services

Our analytical specialists can provide custom quotations for chromatography columns and analytical standards, that fall outside of our catalogue ranges. We can also support your applications through specialist advice and product evaluation. Our chemists offer custom consultations and quotations for stable labelled compounds, for use in applications such as magnetic resonance studies, nutrition & metabolism and proteomics.

Direct Customer Support

We receive queries by phone, fax and via email, and provide support face-to-face. Direct customer support comes in many different forms, the simplest being visits to your premises to help you resolve problems in situ. We provide technical support at seminars hosted by Sigma-Aldrich. We also offer webinars and lab based technical training sessions on techniques such as Gas Chromatography, Solid Phase Micro Extraction, High Performance Liquid Chromatography, PCR and Nucleic Acid Purification. We are happy to tailor these seminars, webinars and training sessions to your specific needs. Our service is free to all so please contact us and we will be happy to help.

Staff profile and team structure
We have a great deal of experience amongst our Technical Specialists, with a total of more than half a century employed in the scientific industry and academia. We are continually building our team, in order to better support you, through the expansion of our knowledge base and the addition of new specialists to the team. All of our specialists are able, to deal with almost any enquiry, although each has their own area of expertise in order to support you in your work. 

We have four specialist functions within our team:

Frontline Team - Supplying wide general knowledge of our product range. The team are responsible for providing a great deal of the information and support that we can offer, whilst directing enquiries that may require specific expertise to the relevant specialist within our team

Life Science Specialists - Providing a variety of specialist knowledge across our product range for our kits, chemicals, equipment and consumables and offering specialist advice and troubleshooting for your applications. Particular areas of expertise include Microbiology, Cell Culture, Neurology, Cell Signalling, Genomics and Proteomics.

Chemistry Specialists - Offering a breadth of expertise across many chemical disciplines including synthesis, formulation, chromatography, moisture analysis, NMR and beyond. Support can be provided for product enquiries, application troubleshooting and designing custom products to fulfil you needs.

Analytical Specialists - Providing expertise for HPLC, GC, SPME, SPE, Karl Fischer analysis and more. Support can be provided for product enquiries, application, troubleshooting and custom enquiries. 

Business Supported 
Our customer base is broad, and potentially includes almost anybody, working in a professional capacity, in a laboratory environment. A selection of the types of customers we serve are listed below.
  • Universities
  • PhD students
  • Undergraduate students
  • Postdoctoral research students
  • Lecturers and Professors
  • Schools and Colleges
  • Chemical companies
  • Pharmaceutical companies
  • Manufacturing customers
  • Small Biotech companies

Service Level Targets
We have asked our customers what levels of speed and efficiency are required for us to help them achieve their goals and satisfy their expectations. Based on this we aim to meet the following service levels:
  • Answer telephone calls within 15 seconds
  • Resolve 50% of emails within 4 hours, and 75% within 24 hours, and 85% in 48 hrs
  • Complete complaint investigation for 90% of 'product quality' complaints within 7 days
  • Maintain an abandoned call rate of less than 2%