Technical Customer Support

**Leica Biosystems**’ mission of “Advancing Cancer Diagnostics, Improving Lives” is at the heart of our corporate culture. We’re a global leader in cancer diagnostics with the most comprehensive portfolio from biopsy to diagnosis. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. Our associates know that every moment matters when it comes to cancer diagnostics. When you come to work, you’re helping develop solutions that enable accurate diagnoses to turn anxiety into answers. Join our diverse, global team of talented people, and be inspired to grow every day.

Leica Biosystems is proud to work alongside a community of six fellow Diagnostics Companies at **Danaher.** Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges.

The **Technical Customer Support** responds to inbound routine and equipment related telephone inquiries from customers regarding products, services, and other customer support related question. Escalates calls to 2nd level support specialists (Field Service Engineers) if more in depth equipment related knowledge required. Logs calls and updates customer account records. If FSE intervention is necessary, dispatches Engineer and keeps Customer informed. Assigns Jobs, prepares and follows up quotation and establishes parts to be ordered.

This position is part of the **Customer Support Service Function **and job family field technical support** located in Milan Buccinasco office and will be hybrid (3 days office, 2 remote).**

At Leica Biosystems, our vision is to advance cancer diagnostics and improve lives.

You will be a part of the TAC Service Team and report to the Francesca Chignola responsible for Service Italy LBS. If you thrive in an amazing, multifunctional, leadership, fast paced, supporting role and want to work to build a world-class TAC Service organization—read on.

**In this role, you will have the opportunity to**:

- Diagnose problem, provide troubleshooting to customer per phone and try to fix it per phone
- Record activities and enter data into service notifications self-generated
- Determine if a visit from an FSE and/or FSS is required and coordinate with Admin
- Follow-up the receiving of the logs with Customers/FSE to find the solutions
- Study logs when available to understand the failure and found the solution
- Identify any required spare parts and reagents and perform related activities (co-ordinate with Engineers) in order to facilitate the timely completion of on-site and in-house service repairs
- Follow-up Escalations to Factories for complicated cases, working closely with the BU Specialists for resolutions
- Prepare quotes for repair and follow up with Customers Actively supporting the sale of service contracts
- Assist sales representatives and service engineers with system configurations and upgrades and provide input on ways to improve performance (financial, product ) in order to generate service revenue.

**The essential requirements of the job include**:_ _**
- University's Scientific degree, preferably in Engineering, with experience with medical devices as user
- 1 year experience in a similar technical position customer facing
- Excellent IT skills
- Very good communication skills in English (at least B2 level)

**It would be a plus if you also possess previous experience in**:

- SAP
- Histopathology

At Leica Biosystems we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Leica Biosystems can provide.

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** 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.