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Technical Support Engineer

Company: Leica Biosystems
Location: Vista
Posted on: September 15, 2019

Job Description:

The Technical Support Engineer will provide global first class technical support via phone and email for internal and direct customers using leadin edge digital pathology products. This exciting and dynamic position will involve providing technical expertise to all areas of the business including QA, Development, Sales, and Distributors, as well as communicating directly with customers. Ideal candidate must have experience working with external customers in a call center type environment to troubleshoot and resolve technical issues, IT background, and very customer-centric. Major Responsibilities * Field customer (internal and external) support requests for software and hardware components, perform problem determination, and escalate issues as required according to standard operating procedures * Provide guidance on spare parts, diagnosing and repair or instructional requirements as part of installation, break-fix, maintenance, troubleshooting and use of Leica products * Troubleshoot Windows networking issues remotely for our customers * Track open customer issues, communicate status to customers, follow- up with customers to verify solutions are successful * Provide direct support to field sales team for technical aspects (Network/software/hardware/operating system/ software & hardware specification and configuration) of tender submission and sales proposals * Work with engineering and R&D to develop and test solutions and new versions of products * Assist product management in developing and prioritizing enhancement lists for products by communicating repetitive customer issues and relaying customer experiences * Assist in developing web-based tools to assist customers such as FAQs, online customer status requests, etc * Qualifications Required Education, Experience, Skills * Education BS in information technology, engineering or equivalent education and experience * Experience/Skills * 1-3+ years experience providing technical support for systems with software and hardware components. * Experience with installation and technical support for Windows-based software products. * Experience supporting products with TCP/IP networking components in a Windows environment. * Good phone and email skills with positive customer-centric attitude. * Skilled technical writer able to document problems and solutions for customers (posting FAQs) and other technical support personnel. * Willing and able to travel up to 5% Desired_Education,_Experience,_Skills * Experience/SkillsExperience supporting products with Internet components * Familiarity with web pages and web technology * Experience with image processing applications * Experience with medical devices, applications, and/or regulated environments * Experience training others * Ideally experience working with customers globally Travel N/A Language English Competencies/Behaviors Good problem determination technique. Well-organized, and able to follow through on commitments to customers. Physical Demands & Working Environment The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical demands While performing the duties of this job, the employee is occasionally required to walk, sit, stand, use hand to finger, handle or feel objects, reach with hands and arms; balance, stoop, bend, talk and hear. The employee must occasionally lift and/or move up to _20__ pounds. Specific vision abilities required by the job include close vision and distance vision. Work environment While performing the duties of this job, most work is in an office environment setting. Lighting and temperature are adequate. The noise level in the work environment is usually quiet to moderate. Diversity & Inclusion At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page Diversity and Inclusi is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. 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 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 ******************* for more information. Leica Biosystems is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. All employment offers are contingent upon successful completion of our pre- employment drug screening and background/criminal check. Be sure to follow Leica Biosystems on LinkedIn! 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. Organization Leica Biosystems Job Function Customer Support Primary Location North America-North America-United States-CA-Vista Schedule Full-time

Keywords: Leica Biosystems, San Diego , Technical Support Engineer, Engineering , Vista, California

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