Technical Support Specialist in Nussloch, Germany at Leica Biosystems

Date Posted: 8/13/2019

Job Snapshot

Job Description

Job ID: LEI005025

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

Responsible for solving technical issues remotely on client equipment. Perform first level technical triage/ Remote support. Escalate issues to Field Service Engineers and/or Product Specialists if more in depth equipment related knowledge is required.

Maintain client and device history in appropriate CRM (SAP/ Mobile Service/ SFDC). If on site intervention is necessary, assign jobs to Field Service Engineers and share information.

Fill the funnel for Service Opportunities and support Service Sales activities.

Field based support/training will be required for this role. This role will be office based in Nussloch, Germany (preferably).

The successful candidate must have the ability to progress into other roles within Leica Biosystems and other Danaher operating companies within the next 3-5 years.  


Key responsibilities:

•Diagnose fault(s) remotely, provide troubleshooting guidance to customers via phone/email and phone fix accordingly

• Record activities via logging and data entry into Customer Service & relationship management systems

• Accept incoming contacts (phone/email), prioritize according to incident type, contract type and instrument type

• Determine if a visit from an FSE/FSS &/or spares are required. Coordinate visits if needed- assigning to FSE’s and making appointments

• Identify any required spare parts needed. Co-ordinate with the assigned engineer to facilitate the timely completion of on-site service tasks

• Escalate to Product Specialist or appropriate business unit specialists if more in depth support is required to resolve customer issues

• Broaden knowledge and experience to improve product, application and professional development skills and represent the company in a professional manner

• Work closely with Field Support Team to ensure all customers are provided with an industry leading professional Technical Support within the KPI’s set

• Fosters and exhibits a “Best Team Wins” mentality.


Job Requirements



Qualifications

Attribute/Skill/Experience:


• Technical degree or Bachelor's degree in Electro/Electrical/Software field
• Excellent Communication skills
• Ability to plan own work and work unsupervised
• Fluency in German and English
• Good communication skills in other European languages (French, Spanish, Italian, Dutch)
• Works with integrity and understands compliance requirements
• Attention to detail
• Able to use own initiative
• Ability and willingness to travel for training
• Technical Product Knowledge


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 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.