Global Support Engineer in Melbourne, Australia at Leica Biosystems

Date Posted: 11/14/2018

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

We are seeking a motivated and a detail orientated Global Service Engineer with strong technical support skills to join our team based in Melbourne. The main responsibility is to ensure that Leica Biosystems Melbourne systems and products are supported effectively by well-trained field support representatives in all regions while also providing technical leadership to the Global Support team, and to ensure that 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 designed and manufactured at the Melbourne facility.
  • 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, including resolution recommendations.
  • Organise 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.
  • Analyse 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 analyse 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 analyse 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

Experience Required:
  • A qualified engineer with a broad understanding of various engineering  disciplines (Mechanical, Electronic, Electrical, Pneumatics / Fluidics
  • Superior problem diagnosis and solving skills including data interpretation
  • Experienced in various troubleshooting methodologies
  • Advanced project administration and management skills
  • 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 engineer
  • Flexible with regards to working hours to facilitate occasional global calls
Highly Desirable (not essential)
  • Previous knowledge or experience in medical equipment
  • Previous experience with FDA  and/or ISO standards
  • Histology or Scientific Background

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.
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