The kind of service person I am thinking of is exemplified by Greg
Aiolo, PE Sciex. He was there at the beginning of the ESI revolution and
quietly kept our instruments running while we struggled to learn how to use
them. I participated in three set-ups where he did the work, he worked
hard to get the instruments running optimally for each lab, and kept them
that way for years, at great personal expense. He also spread info around
about how different labs did things, making it easier for us all to get
good data. His thorough, careful approach inspired students to bring the
same attitude to the instrument. Furthermore, he always assumed that if I
said the instrument wasn't working, it wasn't that I was doing something
wrong (I may have been, but that was always the last thing he considered,
having exhausted all other possibilities).
Katheryn Resing