Danaher Corporation Technical Assistance Center Specialist, Europe, m/f/d in Barcelona, Spain
For over 50 years, SCIEX has been developing ground-breaking technologies and solutions in mass spectrometry and capillary electrophoresis. Our products enable our customers to quickly respond to environmental hazards, better understand biomarkers relevant to disease, improve patient care in the clinic, bring relevant drugs to market faster and keep food healthier and safer.
At SCIEX, you’ll find a rewarding role that amplifies your impact on the world and helps you realize life’s potential.
SCIEX 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
Due to continued growth opportunities, we are recruiting a Technical Assistance Center Specialist to cover Europe from a remote location.
As Technical Assistance Center (TAC) Specialist, you are responsible for supplying support services to external customers and internal customer facing associates using telephone and remote access technology. You will work independently to resolve all assigned customer and technical issues. You will contribute to the efficient repair of instrumentation systems and minimize the cost of service and support activities by effective troubleshooting and problem solving.
Your main responsibilities are to include:
Provide timely phone, E-mail, and remote technical support to customers as a priority, as well as Field Service Engineers (FSE), and other customer facing associates. Offer authoritative solutions to customer instrument problems by identifying, analysing, and solving complex hardware and/or software failures.
Co-operate with field service team to ensure smooth dispatch by ordering parts and communicating pre-troubleshooting result.
Co-operate closely with Customer Experience Center (Entry point – Customer Care of SciexNow) in order to ensure smooth and fast processes as well as customer data consistency.
Participate as a team member in new product launches and special projects to ensure successful support of new products installed at customer site
Develops and retains customer first focus and ensures customer satisfaction.
Deliver accurate reporting and timely submission of TAC activities for metric reporting. (KPIs – logging calls, details of calls, activities, time to repair)
Regularly maintain, install and repair Sciex products at both internal and external customer sites.
The successful candidate will have experience in operating and maintaining scientific instruments in a laboratory or healthcare setting, ideally in a field service or technical training capacity. You will be highly organised and an effective communicator.
Additional attributes are to include:
Troubleshooting logic and processes
Valid driver’s license
Advanced Troubleshooting and problem-solving skills
Strong verbal and written communication skills
Strong customer service skills
Continuous improvement aptitude and analytical approach.
Advanced computer skills (Software installations, troubleshooting)
Understanding of good laboratory practice
Ability to work independently and as part of a high-performance team
When you join us, you’ll also be joining Danaher’s global organization, where 80,000 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 powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.At Danaher, 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.If you’ve ever wondered what’s within you, there’s no better time to find out.