Global Support Engineer - Imaging in Vista, California at Leica Biosystems

Date Posted: 8/12/2019

Job Snapshot

Job Description

Job ID: PAT000531

About Us

Leica Biosystems is a global leader in workflow solutions and automation. As the only company to own the workflow from biopsy to diagnosis, we are uniquely positioned to break down the barriers between each of these steps.  Our mission of “Advancing Cancer Diagnostics, Improving Lives” is at the heart of our corporate culture. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. The company is represented in over 100 countries. It has manufacturing facilities in 9 countries, sales and service organizations in 19 countries, and an international network of dealers. The company is headquartered in Nussloch, Germany. Visit LeicaBiosystems.com  for more information.

Leica Biosystems Imaging, Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check. 

Be sure to follow Leica Biosystems on LinkedIn!


Description

This position ensures Leica Biosystems systems and products are supported effectively by well-trained field support representatives in all regions.  Additionally, the Global Support Engineer provides technical leadership to the Global Support team, and ensures LBS customers hold the product reliability and support functions in high regard.


Major Responsibilities

  • Subject matter expert, including understanding of instrument design, installation, setup, troubleshooting and repair of instrumentation

  • Subject matter expert for associated software, networking and integration of systems into customer network and Laboratory Information Systems (LIS)

  • Act as the field service / customer advocate for all instrument and service related issues reported from the field.

  • Monitor and review daily escalations (level 3) through email and phone calls to provide rapid response for troubleshooting, remote support and resolution recommendations.

  • Organize and lead conference calls with participation from field service engineers, scientists and sales channel managers to gather data and understand high priority escalations and then determine an appropriate action plan and required resources to resolve efficiently.

  • Analyze instrument service log files and data to determine possible root causes for reported issues.

  • Replicate customer instrument configuration to test possible fault scenarios and determine likely root causes for reported issues.

  • Work closely with the R&D, Supplier Quality and Production Engineering teams to analyses failure modes and determine countermeasures for containment and field actions.

  • Represent the global service teams in reviewing change requests, new component and system designs for service and supportability.

  • Review, approve and analyze warranty failures to determine possible systemic issues and develop appropriate action plans to improve product quality.

  • Create, review and deploy Technical Service Bulletins to instruct support teams on change implementation to instrument configuration in the field.

  • Develop, maintain and deliver technical training packs (globally) for standardised troubleshooting, repair and preventative maintenance procedures.

  • Support and provide input to technical writer team to develop and maintain service manuals

  • Support global high priority escalations as required, at site (international travel may be required at short notice).


Job Requirements



Qualifications

  • A qualified engineer with a broad understanding of various engineering disciplines (Information Systems, Mechanical, Electronic, Electrical)

  • Superior problem-solving skills including data interpretation and experience of various troubleshooting methodologies

  • Ability to discuss required network, system resources and security requirements with customer IT managers in additional to troubleshooting network related issues

  • Experience with Windows Server, VM’s and working knowledge of SQL

  • Working knowledge on installing and upgrading clients / servers in addition to installing and configuring additional peripherals such as network interfaces, firewalls

  • Excellent leadership, interpersonal and people management skills and able to gain buy in and influence / drive product changes

  • Sound judgement with ability to balance business and customer needs and appropriate attention to detail, with a risk management focus and sense of urgency

  • Excellent communication skills, verbal and written and able to communicate across various levels internally and at customer sites

  • Positive, energetic and self-motivated, able to autonomously as well as part of a team

  • Competency in Microsoft Office (Word, Excel, PowerPoint) to a high level

  • Previous support experience ideally supporting field services engineers directly or higher level

  • Experience in delivering technical training to field service engineers

  • Flexible with regards to working hours to facilitate occasional global calls

Desired Skills & Experience

  • Background in medical Laboratory Information Systems (LIS), workflow management and deployment

  • Understanding of Histology workflow

  • Previous experience with FDA and/or ISO standards

Diversity & Inclusion
At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.


Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.