Help Desk Engineer in Barcelona, Spain at Leica Biosystems

Date Posted: 10/24/2019

Job Snapshot

Job Description

Job ID: LEI005476

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  for more information.


A vacancy for a Help Desk Engineer has arisen within Leica in Barcelona. You will join the Customer Service department.

Your mission will be: To respond to inbound, routine and equipment related telephone enquiries from Customer Care and/or customers regarding products, services, and other customer support related question.  Escalate calls to 2nd level support specialists if more in depth equipment related knowledge required.
To log calls and update customer account records. If Field Service Engineer (FSE) intervention is necessary, keep Customer informed. Assign Job, prepare quotation and establish parts to be ordered

You will be responsible for:
1st level response to incoming calls from customers:

• Answer and handle customer calls (phone/email), prioritize according to job type or instrument type.
• Diagnose problem, provide troubleshooting to customer per phone and try to fix it per phone
• Record activities
• Determine if a visit from a FSE is required and coordinate with Admin. dispatch if required.
• Follow-up the receiving of the logs with Customers/FSE, to find the solutions
• Study logs when available to understand the failure and found the solution
• Enter data into service notifications self-generated
• Identify any required spare parts and reagents and perform related activities (co-ordinate with Engineers) in order to facilitate the timely completion of on-site and in-house service repairs.
• Escalate case to local specialist or to level 2 helpdesk specialist if more in depth support is required
• Follow-up Escalations to Factories for complicated cases, working closely with the BU Specialists for resolutions
• Follow up pMDR cases, ensuring full assistance to BU providing the requested data
• Actively support the sale of service contracts, assist sales representatives and service engineers with system configurations and upgrades, and provide input on ways to improve performance (financial, product…) in order to generate service revenue.
• Broaden knowledge and experience to improve product, application and professional development skills and ultimately, represent the company in a professional manner.

Job Requirements


We are looking for candidates with the following skills and experience:
• Bachelor’s degree in Bio Engineering or comparable expertise
• Previous experience in a customer service will be an advantage
• Spanish and Portuguese native speaker
• Advanced level of English
• MS Office
• Strong communication skills
• Customer orientated with ability to deliver high quality customer satisfaction
• Patient and analytical approach to trouble shooting

To Apply:
Leica Biosystems is committed to attracting and retaining the most highly qualified candidates available. We firmly believe that our employees drive the success of the company. With success in mind as the ultimate goal, we strive to create and provide an environment that offers challenging, stimulating and financially rewarding opportunities.  As a Leica Biosystems employee you will be consistently challenged to deliver your best. 
If you are ready for this challenge, submit your resume for consideration.
Be sure to follow Leica Biosystems on LinkedIn!

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, 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.