Digital Pathology Helpdesk Engineer

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 Digital Pathology Helpdesk Engineer for Leica Biosystems is responsible for responding to inbound routine Digital Pathology related queries raised from customer care & technical assistance in the regions. Raising calls to specialists or 3rd level support specialists in the business unit if more in-depth knowledge is required.

You will also update customer account records & Cases for the interventions performed. If on-site intervention is needed, share information with regional dispatching teams, support the on-site engineer & follow through remotely to completion.

This position is part of the EMEA Digital Pathology organization and will be a fully remote role based within France. At Leica Biosystems, our vision is to advance cancer diagnostics and improve lives.

You will be a part of the EMEA Digital Pathology Support & Implementation Team and report to the Senior Service Manager Digital Pathology EMEA responsible for implementing best in class Digital Pathology service support in the Pathological healthcare system. If you thrive in a fast-paced, high-performance role and want to work to build a world-class service & support organization—read on.

In this role, you will have the opportunity to:

• Diagnose fault(s) remotely, provide troubleshooting support to customers via phone/email remote login & troubleshooting, and fix accordingly.
• Record activities by logging data into Customer Service & relationship management systems. Software issues to be logged in the appropriate systems.
• Work effectively and efficiently with multi-country/ multi-language customers and Leica departments to resolve issues.
• Accept incoming contacts (phone/email), prioritize according to incident type, contract type, and instrument type.
• Work independently to resolve complex issues, but appropriately determine when escalation to Manager is required. This includes, identifying, proposing, and implementing countermeasures to re-occurring or difficult issues.

The essential requirements of the job include:  

• Experience in remote troubleshooting of software

• Database management skills, Windows Server 2008 - 2022 & virtual machines.
• Work with Mirth Connect and HL7
• Networking skillsets - remote storage management, domain, and non-domain related, group policies, Firewall knowledge.
• Language Skills – Fluent in French and English

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

• Leica Biosystems (LBS) digital pathology platform and/or 3rd party digital pathology platforms.
• Providing technical support for systems with hardware components.
• Experience using remote access tools like Bomgar & TeamViewer.
• Fluency in any other additional language
• DICOM

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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.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.