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Danaher Corporation Technical Support Engineer-Vista, CA in Carlsbad, California

Nearly every one of us has been impacted by cancer in some way. When you join Leica Biosystems, you’re helping make a difference in advancing cancer diagnostics. Join our global team and help us transform the industry!

Our products are highly customized to our client’s specifications both to meet their particular business needs but also to properly integrate in their existing environment, which vary by customer. The Technical Support Engineer will face new questions and challenges each day, across a variety of customer environments, and even seemingly similar problems will have fundamentally different root causes to be addressed given the variety in our customer’s environments and application of our products. On the front-end of our sales process, the Technical Support Engineer will provide expert guidance and advice in the determination of software and system functional specifications and design. Post-sale, the

Technical Support Engineer 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. The Technical Support Engineer must be able to independently analyze, assess, and countermeasure customer technical concerns to meet their specifications, which requires specific network and software skills as well as a fundamental understanding of our products. The Technical Support Engineer is responsible for managing their time effectively and escalate issues in a timely manner, and work with customer IT to install and upgrade Aperio software.

Major Responsibilities

  • Solve complex problems on high-end pathology imaging diagnostic instruments using sophisticated analytical thought and exercises judgement based on the analysis of multiple sources of information.

  • Apply systems analysis techniques and procedures, including consultations and recommendations with end-users to determine hardware, software, or system functional specifications.

  • Manage phone queue and 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.

  • Manage case queue by updating notes and closing cases in a timely manner, based on regulatory requirements, LBS complaint handling procedure, and department goals and objectives.

  • Act as a resource, mentor and trainer for associates with less experience.

  • Document and track open customer issues, communicate status to customers, follow- up with customers to verify solutions are successful.

  • Provide guidance on spare parts, diagnosing and repair or instructional requirements as part of installation, break-fix, maintenance, troubleshooting and use of Leica products.

  • Perform software Installations, Upgrades and Migrations w/ high level of complexity (i.e. SSL, LDAP, DMZ). Ability to troubleshoot and resolve complex issues with faulty installations.

  • Work with engineering and R&D to develop and test solutions and test new versions of products.

  • Assist product management in developing and prioritizing enhancement lists for products by communicating repetitive customer issues and relaying customer experiences.

  • Create Technical Notes and Standard Work Instructions for Knowledge Base application.

Required Education, Experience, Skills

Education: B.S. in Information Technology, Engineering Or equivalent work experience in related field (minimum 2 years)

Experience/Skills:

  • Requires specialized in-depth knowledge and experience in Windows applications and services

  • High level of knowledge and experience in networking fundamentals

  • Excellent verbal and written communication skills, positive customer-centric attitude

  • Ability to exercise discretion and independent judgement

  • Experience with installation and technical support for Windows-based software

  • Experience supporting products with TCP/IP networking components in a Windows environment

Desired Experience, Skills

  • Highly skilled in MS SQL and/or databases

  • Highly skilled and proficient in the theoretical and practical application of specialized information to computer systems analysis, programming, and software engineering.

  • Familiar with web-based applications

  • Experience with image processing applications

  • Experience with medical devices, applications, and/or regulated environments

  • Experience in technical training on software/hardware and/or Image Processing Products.

Travel: <5%

Language: English

Competencies/Behaviors

  • Excellent time management and organization skills

  • Excellent customer relations/service skills

  • Self-motivated and independent critical thinking

  • Goal oriented, results driven

  • Good interpersonal and communication skills

  • Work independently with minimal guidance but able to interact as part of a team member

  • Proficient in computer skills (Excel, Word, PowerPoint)

  • May be requested to work overtime and weekends for special program or project events and to manage increased call and case volumes.

Check out our benefits here: www.danaherbenefits.com

This job description in no way states or implies that these are the only duties to be performed by this employee. The incumbent is expected to perform other duties necessary for the effective operation of the department or unit. This job description may be changed at any time.

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 Inclusion 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

Check out our benefits here: www.danaherbenefits.com

This job description in no way states or implies that these are the only duties to be performed by this employee. The incumbent is expected to perform other duties necessary for the effective operation of the department or unit. This job description may be changed at any time.

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 Inclusion 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

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.

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