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Danaher Corporation Technical Assistance Center Specialist, Europe, (m/w/d) in Darmstadt, Germany

As a global leader in mass spectrometry, SCIEX delivers solutions for precision detection and quantification of molecules to help protect and advance the wellness and safety of all. Because of our 50 years of groundbreaking innovation, our customers can 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 amplif ies your impact on the world and h elps 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.

Location/Region:Preferred location are home office Europe - Germany/Austria/Switzerland region or Belgium/Netherlands/Luxembourg, and other countries in North Europe or office based in Nijmegen , Netherlands (repair center)

Reports to: Team Leader - Technical Assistance Center (TAC)

Primary Role

  • The Technical Assistance Center Specialist is responsible for supplying support services to external customers and internal customer facing associates using telephone and remote access technology.

  • This position works independently to resolve all assigned customer and technical issues.

  • The Technical Assistance Center Specialist successful performance of duties contributes to the efficient repair of instrumentation systems and minimize the cost of service and support activities by effective troubleshooting, problem solving.

  • The Technical Assistance Center Specialist contributes as well on administrative tasks for field service engineer (FSE) dispatching and keeps a good tracking record of customer issues.

  • To be successful in this role, the Technical Assistance Center Specialist partners with SciexNow group to enhance customer satisfaction by reducing product down time for customers and limiting field engineer dispatches.

  • Occasional field travel to customer sites is required to perform installation or repair as necessary to gain field experience and keep technical skills sharp.

  • This open position is meant to be an European Technical Assistance Center (TAC) contributor with a priority given either to Germany/Austria/Switzerland region or Belgium/Netherlands/Luxembourg, and other countries in North Europe

  • English speaking is mandatory + either Dutch, German or French.

Primary Responsibilities

  • Provides timely phone, mail and remote technical support to customers as a priority, as well as FSEs, and other customer facing associates. Offer authoritative solutions to customer instrument problems by identifying, analyzing, 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 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.

  • Occasionally maintain, install and repair SCIEX products at both internal and external customer sites

Secondary Responsibilities

  • Develops technical knowledge of company product lines through attendance and participation at in-house or remote training programs.

  • Build strong/on-going working relationships with Global Field teams, European Software and Application Support team (ESAS) and European Technical Assistance Center (ETAC - hardware support) core and rotation teams

  • Participates on escalation calls as time permits.

Required Interactions

  • Customer Experience Center

  • EMEA Software and Application specialists

  • Field Engineers and Specialists

  • Customers

  • Regional Specialists

  • Field Service Management

  • Service Product Management

  • Field Applications

  • Technical Training

  • Sales representatives and managers

  • Service and Sales Administration groups

  • Quality & Reporting groups

Your Profile:

  • Bachelor's degree (B.S./B.A.) in Life Sciences, Engineering or equivalent experience

  • Position requires numerous years TBD of Field Service Engineer (experience as a Senior Engineer, Regional Specialist, Technical Training, or Field Service Application Specialist would be a plus) or lab experience of SCIEX Liquid Chromatography and Mass Spectrometry products.

  • Demonstrable experience with SCIEX products and a proven field track record.

  • Valid driver’s license

    When you join us, you’ll also be joining Danaher’s global organization, where 69,000 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.

    Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.

If you’ve ever wondered what’s within you, there’s no better time to find out.

Region : EuropePreferred languages : English + either Dutch, German, French

Additional Requirements:

  • Advanced Troubleshooting and problem-solving skills

  • Strong verbal and written communication skills

  • Strong customer service skills

  • Continuous improvement aptitude and analytical approach.

  • Detailed knowledge of SCIEX procedures and practices as they relate to the provision of FSE services and functions

  • Superior technical knowledge and skills on assigned products

  • Advanced computer skills

  • Understanding of good laboratory practice

  • Ability to work independently and as part of a high-performance team

  • Expert communication skills both written and verbal

  • Limited travel within assigned geography

  • Ability to instill customer satisfaction, employee satisfaction, equipment performance and financial contribution that is recognizable and valuable to the customer

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Job duties are performed in various field locations, generally within assigned territory but occasionally outside, including customer laboratories and offices.

  • Appropriate safety precautions are required in designated areas, laboratories, and customer sites.

  • Ability and willingness to lift to 50 lbs.

  • Requires ability to walk, climb, stand, carry materials, stoop, kneel, and bend at waist.

  • Exposed to seasonal weather based on geographic region

  • Exposed to moving parts and electricity that require safety protocols

  • Exposed to chemicals and biological compounds that require safety protocols

  • Exposure to varied travel conditions either driving or flying

  • Travel by vehicle or airplane within assigned geography. Occasional travel outside of assigned geography

  • Meeting Vendor Credentialing requirements are an essential element of this position.

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 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.

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