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Danaher Corporation Systems Support Engineer in Rolling Meadows, Illinois

ESSENTIAL JOB RESPONSIBILITIES:

  • Engage customers to collect and compile detailed information about customer complaints

  • Conduct advanced data analysis and troubleshooting, applying a deep understanding of underlying instrument, software and operating system functionality

  • Investigate and resolve advanced customer complaints

  • Document complaints and resulting investigations in the complaint management system

  • Interface with Service and Global Product Support to escalate and resolve more complex cases

  • Adhere to Quality Management System procedures

  • Maintain product knowledge and support continuous improvement efforts

  • Contribute to quality compliance through accurate and concise case documentation

  • Represent Technical Support o n projects and operational teams , communicating findings back to Technical Support

  • Complete all assigned and required training satisfactorily and on time

  • Performs additional tasks as assigned by the Technical Support Manager or Supervisor

    MINIMUM REQUIREMENTS:

    Education and Experience:

  • Bachelor’s Degree (or equivalent) in engineering / electronics / IT with two or more years of relevant experience in clinical laboratory instrumentation /software/ systems or in Technical Support

  • Master ’ s Degree with 0-2 Years related work experience

    Knowledge and skills:

  • Fluent English (written and oral) is required (additional language s would be an advantage – French, Spanish, Portuguese)

  • Customer oriented – understand s customer expectations and empathi z e s with customer & patient needs

  • Experience using and/or troubleshooting one or more of the following preferred:

  • Laboratory analytical diagnostic equipment, medical devices and software

  • IT and computer networking/communication protocols

  • MS Windows Operating systems and databases (MS SQL)

  • Laboratory Information Systems (LIS)

  • Knowledge and use of commercial computer application packages (MS Office)

  • Familiarity with SalesForce.com (or similar CRM System) a plus

  • A b le to follow complex procedures and processes

  • Excellent written and verbal communication skills

  • Curious & self-motivated with ability to learn a complex technology platform quickly

  • Proactively analyzes complex problem s , draw conclusions and propose precise action plans

  • Works independently in a structured manner with the ability to prioritize critical tasks

  • Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality

  • Thrives in a dynamic and fast-paced environment

    Other:

  • Available to work different shifts, evenings, weekends and holidays as necessary

  • May include extended computer and telephone work involving repetitive arm/wrist motions

  • May include occasional overnight travel

    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 (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

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