Helpdesk Engineer - Digital Pathology

Milton Keynes, England, gb
Company: Leica Biosystems
Category: Computer and Mathematical Occupations
Published on 2021-07-28 18:12:49

For over 170 years, Leica Microsystems has helped shape the future by developing groundbreaking optical and digital solutions. As a global leader, we’re driven by continuous improvement to excite our customers and to create the best work environment for our people. Customer focus, innovation, and teamwork are at the core of our culture and the foundation of our success.

Want to be part of a company whose products are part of cutting-edge research around the world? Join Leica Microsystems in our commitment for brilliant solutions and insight.

Leica Microsystems is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.

The primary responsibility of the Helpdesk Engineer is providing remote 1st level technical support and troubleshooting on the laboratory instruments including all hardware, software and network connectivity covered by the Leica Biosystems portfolio. You will deliver, promote and sell high quality technical service within your area of responsibility with the objective of achieving customer satisfaction whilst obtaining individual or team revenue and KPI targets.

Career progression

It is expected that the Helpdesk Engineer would have the potential to develop technically. As an alternative, development into other Service or Sales related roles is possible, representing other product groups and/or management responsibility within Leica Biosystems or other Danaher Operating Companies.

Key responsibilities:

  • Answer and handle customer calls (phone/email), prioritise according to contract or instrument type.

  • Diagnose fault(s), provide troubleshooting and remote support to customers via phone/email/remote access and phone fix accordingly.

  • Record activities via logging and data entry into Service notifications/Salesforce.

  • Determine if a visit from an FSE/FSS or parts only order is required and coordinate with the dispatching team. Dispatch and/or order parts where required.

  • High focus on call bundling is required.

  • Identify any required spare parts or consumables and perform related activities. Co-ordinate with dispatcher to facilitate the timely completion of on-site and in-house service repairs.

  • Escalate to local Product Specialist or appropriate Business Unit Specialists if further support is required to resolve customer issues.

  • Actively support the sale of service contracts, assist Sales, Inside Sales representatives and Service Engineers with system configurations and upgrades, provide input on ways to improve performance (financial, product…) 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.

  • Work closely with Field Support Team to ensure all customers are provided with an industry leading professional After Sales Service within the KPI’s set by Service Management.

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

  • Learn and implement the use of relevant DBS (Danaher Business Systems) Tools.

  • Work experience and educational requirements:

    To be successful in this position, the following experience is required:

  • Experience in Remote Technical Helpdesk Support

  • Knowledge of network configuration and setup such as firewalls and TCP/IP networking components in a Windows environment.

  • Experience with Windows Server, VM’s and working knowledge of SQL.

  • Knowledge of Digital Pathology Integration solutions and software installations advantageous.

  • Proven ability to learn in technical areas with limited previous experience.

  • Proven ability to support IT systems via Remote access during entire Product Life Cycle

  • Proficient in Microsoft Office to a high level.

  • Excellent communication skills, verbal and written with ability to communicate across different levels internally and with customers.

  • Positive, upbeat and proactive, able to work autonomously as well as part of a team.

  • First six months expectations:

  • Personal Technical skill development via classroom and/or remote training courses.

  • Demonstrate and implement exceptional customer support.

  • Demonstrate and implement in depth understanding of Service processes and TAC tools.

  • Develop and maintain relationships with customers at key accounts.and try network of customers,ant share targets.

  • Acquire and demonstrate knowledge of the products that he/she has received service training on.

  • Develop and maintain good working relationships within the EMEA Digital Pathology network (internal, Technical Services, and Business Unit)

  • Contribute to team goals of Customer Satisfaction, Ease of Request Service, Phone Fix Rate and Service Financials

  • When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerfultools and the stability of a tested organization.

    Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.

    If you’ve ever wondered what’s within you, there’s no better time to find out.

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