TAC Service Specialist in Milton Keynes, United Kingdom at Leica Biosystems

Date Posted: 5/13/2018

Job Snapshot

Job Description

Job ID: SEL001247

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



SUMMARY OF POSITION


This is a key position which provides support to Customers and Service teams in all forms and medias. This will include but is not limited to field service engineer job creation via the Technical Assistance Center (TAC)  escalation process, basic technical troubleshooting, allocation of work to the field service engineers, identification and collation of Installation jobs and deployment in order to achieve financial and customer satisfaction objectives (internally and externally).


Key Responsibilities



Mobile Service Requests & Parts Orders



  • Receive requests for field service jobs to be created, part ordering, creation of purchase orders, service order changes, and adjustments.

  • Create ‘Mobile Service’ Jobs from Field Service Engineer (FSE) requests and notifications for an onsite visit after FSE confirmation email.

  • Routing of applications, service requests and cancellations to correct channels.


Installations and instrument moves



  • Achieve and maintain rapport with customers in order to update them of the job status and give them the best possible service in all types of media interactions.

  • Use SAP to retrieve customer information, stock status information, the status of service orders and to make changes as required.

  • Monitor outstanding purchase orders from BU’s and third parties.

  • Stock Management.

  • Maintain stock and part revision changes.

  • Work closely with Business Unit (BU) and track it tools in order to get delivery information of scheduled parts


Credit Control



  • Check with credit department concerning credit status of customer and defined payment method (pre-payment or on account) where customers are liable for payment of support


BU / Co-ordination




  • Co-ordinate return of equipment for repair to BU’s

  • Co-ordinate closing of jobs in order to issue invoices to our customers 

  • Work with BU’s in order to process warranty invoices



General



  • Identify any further opportunities for service engineers to ensure utilization is maximized



Additional Responsibilities



MLS Reporting – Monthly reporting of KPI results



  • Overdue PM’s list – Weekly reporting of overdue PM’s

  • Support with Daily Management QDIP – Completing the required information

  • Support Sales Customer Care with installations – From instrument shipment confirmation to dispatching an Engineer

  • Full control of instrument moves – From raising a notification to organizing the Engineer/courier etc

  • Basic knowledge of instrument troubleshooting to support  TAC Helpdesk Engineer (usage of cheat sheets)



Job Requirements



Qualifications


POSITION QUALIFICATIONS





  • Ability to plan own work and work unsupervised


  • Must be a Team Player


  • Works with integrity and understands compliance requirements


  • Has knowledge of SAP order processing


  • Fluency in English and strong communications skills 


  • Able to use own initiative


  • Quality: proven ability to drive customer satisfaction


  • Sales, ability to sell and promote service contracts/products


  • Familiarity with standard IT tools


  • Understanding of importance of standardized processes


  • Basic Technical Product Knowledge


FIT FACTORS




  • Positive, enthusiastic and driven

  • Tenacious/Do What It Takes

  • Mindset, demonstrate proactive approach to tasks given

  • Effective Time Management and Personal Organization

  • Continuous Improvement, Don’t accept the status quo

  • Aptitude and potential to develop and grow with the organization

  • Troubleshooting Experience

  • Detail-orientated





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 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.9B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,300% 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.