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Leica Biosystems
,
Newcastle upon Tyne, Tyne and Wear
Global Support Engineer
Overview
Job Description
We're looking for a Global Support Engineer to support our growing team at Leica Biosystems in Newcastle. As a critical part of the Global Support Team, you will ensure products and systems are supported optimally by well-trained field support representatives in all regions. The Technical Support Engineer provides technical leadership and ensures that our customers hold product reliability and support functions in high regard. In this role you'll * Be the go-to person with a strong understanding of instrument design, installation, setup, troubleshooting and repair of instrumentation * Domain specialist for associated software, networking and integration of systems into customer network and Laboratory Information Systems (LIS) * Act as the field service / customer advocate for all instrument and service-related issues reported from the field. * Monitor and review daily issues (level 3) through email and phone calls to provide rapid response for solving problems, remote support and resolution recommendations. * Collaborate with field service engineers, scientists and sales channel managers to capture data and understand high priority critical issues and then establish an appropriate action plan and required resources to resolve efficiently. * Analyze instrument service log files and data as well as, replicate customer instrument configuration to test possible fault scenarios and determine likely root causes for reported issues. * Work closely with the R&D, Supplier Quality and Production Engineering teams to analyze failure modes and establish countermeasures for containment and field actions. * Represent the global service teams in reviewing change requests, new component and system designs for service and supportability. * Review, approve and analyze warranty failures to determine possible systemic issues and develop appropriate action plans to improve product quality. * Build, review and deploy Technical Service Bulletins to instruct support teams on change implementation to instrument configuration in the field. * Develop, maintain and deliver technical training packs (globally) for standardized troubleshooting, repair and preventative maintenance procedures. * Support and provide recommendations to technical writer team to build and maintain service manuals. * Support global high priority partner concerns as required, at site (international travel may be required at short notice). What you'll need to do the job * A qualified engineer with a broad understanding of various engineering subject areas (Information Systems, Mechanical, Electronic, Electrical) with experience in a similar role. * Excellent problem-solving skills including data interpretation and experience of various troubleshooting methodologies. * Ability to discuss required network, system resources and security requirements with customer IT managers and seek network related issues. * Experience with Windows Server, VM's and working knowledge of SQL. * Working knowledge on installing and upgrading clients / servers in addition to installing and configuring additional peripherals such as network interfaces, firewalls. * Strong leadership and interpersonal skills with the ability to gain followership and drive product changes. * Demonstrate good judgement while balancing business and customer needs. Exhibits attention to detail, with a risk management focus and sense of urgency. * Excellent communication skills, verbal and written and able to communicate across different levels internally and at customer sites. * Positive, upbeat and proactive, able to work autonomously as well as part of a team * Proficiency in Microsoft Office to a high level * Previous support experience ideally supporting field services engineers directly or higher level. * Experience delivering technical training to field service engineers * Flexible with regards to working hours to facilitate occasional global calls * Interested? Join the Leica Bio Systems Team! Want to join our growing team that is helping our customers do incredible work? We look forward to your application! Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified 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. The "EEO is the Law" poster is available here.