Technical Support Engineer
2 weeks ago
Leica Biosystems' mission of "Advancing Cancer Diagnostics, Improving Lives" is at the heart of our corporate culture. We're a global leader in cancer diagnostics with the most comprehensive portfolio from biopsy to diagnosis. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. Our associates know that every moment matters when it comes to cancer diagnostics. When you come to work, you're helping develop solutions that enable accurate diagnoses to turn anxiety into answers. Join our diverse, global team of talented people, and be inspired to grow every day.
Leica Biosystems is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we're working at the pace of change to improve patient lives with diagnostic tools that address the world's biggest health challenges. At Leica Biosystems, our vision is to advance cancer diagnostics and improve lives.
The Technical Support Engineer for Leica Biosystems is responsible for providing technical support for internal and external customers across the Digital Pathology Portfolio.
This position is part of the Technical Support Team within Service Operations and will work ONSITE at either our location Deer Park, IL or Vista, CA.
You will be a part of the Technical Support team and report to the Technical Support Manager, North America. In this role you will provide global first-class technical support via phone and email and will remotely troubleshoot and resolve customer complaint issues for internal and direct customers using leading-edge digital pathology products. If you thrive in a fast-paced environment and have a passion for improving turn around time, customer satisfaction and want to be apart of building a world-class Service organization- read on.
In this role, you will have the opportunity to:
- Provide first-class technical support via phone, email and chat-based applications to remotely triage customer complaint issues for internal and direct customers.
- Independently analyze, assess, and countermeasure customer technical concerns, which requires high level IT/Applications expertise and understanding on the software, hardware and application of our instrumentation and products.
- Diagnose and recommend solutions to field to improve first time fix rate and turn around time.
- Education: B.S. in Information Technology, Engineering, or equivalent work experience in related field
- 2+ year of experience in a technical support environment: CRM- (Salesforce, ServiceNow, Jira...etc.); (Apache, IIS), Load Balancers (NGNIX, Elastic...etc.) SQL/Oracle dB, Windows/Linux Server (experience with VMs and Terminal commands). Remote Support (Teams, Zoom, Webex...etc)
- Expertise with networking and installation of Windows-based software
- Troubleshooting/Installing/Operation of Leica Digital Pathology equipment, expertise in MS SQL databases
- Biotech Industry (Terminologies/understanding of medical devices and application), Application Support/Technical Support Eng. (in a SaaS environment)
- Exposure to regulated environments and knowledge of RA/QA laboratory procedures.
The hourly range for this role is $35.00-$40.00 per hour. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.
This job is also eligible for bonus/incentive pay.
We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
#LI-AP1
#LI-Onsite
At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what's next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.
Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
The EEO posters are available here.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at applyassistance@danaher.com to request accommodation.
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