Global Support Engineer in Melbourne, Australia at Leica Biosystems

Date Posted: 9/10/2018

Job Snapshot

Job Description

Job ID: ADV000873

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.

Description

To ensure that Leica Biosystems Melbourne systems and products are supported effectively by well-trained field support representatives in all regions and that LBS customers hold the product reliability and support functions in high regard while also help providing technical leadership to the Global Support team.

Major Responsibilities
  • Provide level 3 (factory based) technical support to the sales regions.
  • Provide level 1 (Help Desk) and Level 2 (onsite) technical support to BU channel partners.
  • At the request of the channel support manager, organize or aid in installations and demo of instruments at distribution sites.
  • Facilitate and help manage/resolve major escalations anywhere in the world.  Travel may be required at short notice.
  • Provide technical support to the QA/RA team for the compliant process
  • Assist in developing the associates in Global Support technical and application support teams to ensure skills, capability and succession planning align with business needs. 
  • Ensuring compliance to in-house tools (QUEST, SAP, and Test Track), regulatory standards, and company policies
  • Ensuring achievement of key metrics: Global Support budget, staff performance and customer satisfaction. 
  • Assist in managing Melbourne spares solutions to support products in the field. 
  • Help driving a continuous improvement focus in system reliability and warranty costs.
  • Sign off and approve technical documents released by the Global Support team. 
  • Work with the Selling Unit’s and/ overseas service and support team to develop, maintain and rollout new processes and training material/programs for service and support.  
  • Help manage CAPA’s related to technical field issues and support activities
  • Derive data from the CMS (Complaint Management System) to drive product improvements and capture of quality issues.  
  • Represent engineering support interest on product development.
  • Facilitate and/or develop support plans and troubleshooting guides for new and current products.
  • Facilitate and/or develop, maintain and deliver technical training and troubleshooting for current and new products (working closely with product management and project teams).

Job Requirements



Qualifications

Experience Required:

  • Advanced project administration and management skills
  • Superior problem diagnosis and solving skills
  • Excellent leadership, interpersonal and people management skills
  • Sound judgement with ability to balance big picture thinking and appropriate  attention to details, with a risk management focus
  • Excellent communication skills, verbal and written
  • Accredited professional engineering qualification
  • Excellent and innate engineering and scientific aptitude
  • Positive, energetic and self-motivated
  • Advanced computer and technical software skills
  • Responsive and quick thinking with superior problem diagnosis and solving skills
  • Time management skills

Highly Desirable:

  • Previous knowledge or experience in medical equipment 
  • Previous experience with FDA  and/or ISO standards
  • Histology or Scientific Background
  • Previous Support experience

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.  http://www.leicabiosystems.com/about/careers/

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, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 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.