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Global Support Engineer, Digital Pathology

2 months ago

Newcastle Upon Tyne, United Kingdom Danaher Full time

Global Support Engineer, Digital Pathology

Leica Biosystemsâ mission of âAdvancing Cancer Diagnostics, Improving Livesâ is at the heart of our corporate culture. Weâre 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, youâre 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, weâre working at the pace of change to improve patient lives with diagnostic tools that address the worldâs biggest health challenges. 

The Global Support Engineer, Digital Pathology, is a member of the Digital Pathology Global Support team. The role is an onsite role and is being opened at the Newcastle BU and Shanghai BU sites, both of which are integral to the mission and strategy of the Global Support team. This the successful candidate for this role will be responsible for providing 3rd level support to the SU by resolving BU escalations, providing technical communications to the field through TSBs, and ensuring service and support readiness in Change Requests (CRs) and New Product Development (NPD) projects. The product focus will be around GT 450, VERSA, and CytoVision/CytoInsight products.  

Major Responsibilities

  • Handle and resolve BU Escalation Cases in a timely manner and with urgency
  • Serve as a SME and technical leader for LBS digital pathology products, including software and hardware, and provide communications to the field through Technical Service Bulletins (TSBs)
  • Develop and continuously improve processes, including drafting documents (SOPs and other Work Instructions) and participating in related DBS events, such as Kaizens and PSPs
  • Participate as core team member and swim lane owner for NPD VPMs, with emphasis on OTD of high-quality work products

Requirements

  • Bachelor's degree or equivalent years of related work experience
  • Ability to use technical software required for instrument configuration
  • Flexibility to start early or work late, including occasional weekends, as needed to support customers and projects
  • Occasional travel to customer sites, other company or BU sites, or DBS events (