Danaher Corporation logo
Danaher Corporation

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. For more information, visit www.danaher.com .

Digital Pathology Helpdesk Engineer

Location

France

Posted

61 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Digital Pathology Helpdesk Engineer

Danaher Corporation

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 #LI-KS1 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. La mission de Leica Biosystems, « Faire progresser le diagnostic du cancer, améliorer des vies », est au cœur de notre culture d’entreprise. Nous sommes un leader mondial du diagnostic du cancer, disposant du portefeuille le plus complet, de la biopsie au diagnostic. Nos solutions, faciles à utiliser et reconnues pour leur fiabilité constante, contribuent à améliorer l’efficacité des flux de travail et la confiance diagnostique. Nos collaborateurs savent que chaque instant compte lorsqu’il s’agit du diagnostic du cancer. En nous rejoignant, vous contribuez au développement de solutions permettant des diagnostics précis, transformant l’anxiété en réponses. Rejoignez notre équipe mondiale, diversifiée et talentueuse, et laissez‑vous inspirer pour évoluer chaque jour. Leica Biosystems est fière de travailler aux côtés d’une communauté de six autres entreprises du diagnostic au sein de Danaher. Ensemble, nous avançons au rythme du changement afin d’améliorer la vie des patients grâce à des outils de diagnostic répondant aux plus grands défis de santé mondiaux. L’Ingénieur Helpdesk en Pathologie Numérique chez Leica Biosystems est responsable du traitement des demandes entrantes courantes liées à la pathologie numérique, émises par les équipes de service client et d’assistance technique dans les régions. Il/elle assure l’escalade vers des spécialistes ou le support de niveau 3 au sein de l’unité commerciale lorsque des connaissances plus approfondies sont requises. Vous mettrez également à jour les dossiers clients et les tickets (cases) relatifs aux interventions effectuées. Si une intervention sur site est nécessaire, vous partagerez les informations avec les équipes régionales de planification, soutiendrez l’ingénieur sur site et assurerez le suivi à distance jusqu’à la résolution complète. Ce poste fait partie de l’organisation EMEA de Pathologie Numérique et est entièrement en télétravail, basé en France. Chez Leica Biosystems, notre vision est de faire progresser le diagnostic du cancer et d’améliorer des vies. Vous intégrerez l’équipe EMEA Support & Implémentation en Pathologie Numérique et serez rattaché(e) au Senior Service Manager Digital Pathology EMEA, responsable du déploiement d’un support de service de pathologie numérique de premier ordre au sein du système de santé anatomopathologique. Si vous vous épanouissez dans un environnement dynamique et exigeant, et souhaitez contribuer à la construction d’une organisation de service et de support de classe mondiale, poursuivez votre lecture. Dans ce rôle, vous aurez l’opportunité de : - Diagnostiquer les pannes à distance, fournir une assistance au dépannage aux clients par téléphone, e‑mail ou connexion à distance, et assurer la résolution appropriée. - Enregistrer les activités en saisissant les données dans les systèmes de gestion du service client et de la relation client. Les incidents logiciels devront être consignés dans les systèmes appropriés. - Travailler efficacement avec des clients et des équipes Leica dans des environnements multiculturels et multilingues afin de résoudre les incidents. - Gérer les contacts entrants (téléphone/e‑mail) et les prioriser en fonction du type d’incident, du type de contrat et du type d’équipement. - Travailler de manière autonome pour résoudre des problématiques complexes, tout en sachant identifier les situations nécessitant une escalade vers le manager. Cela inclut l’identification, la proposition et la mise en œuvre de contre‑mesures pour les incidents récurrents ou complexes. Les exigences essentielles du poste incluent : - Expérience en dépannage logiciel à distance - Compétences en gestion de bases de données, Windows Server 2008 à 2022 et machines virtuelles - Expérience avec Mirth Connect et HL7 - Compétences en réseaux : gestion du stockage à distance, environnements de domaine et hors domaine, stratégies de groupe, connaissance des pare‑feu - Compétences linguistiques : maîtrise du français et de l’anglais Un atout supplémentaire si vous disposez également de : - Une expérience des plateformes de pathologie numérique Leica Biosystems (LBS) et/ou de plateformes tierces - Une expérience du support technique de systèmes intégrant des composants matériels - Une expérience avec des outils d’accès à distance tels que Bomgar et TeamViewer - La maîtrise d’une autre langue supplémentaire #LI-KS1 Chez Leica Biosystems, nous croyons en la conception d’une organisation du travail meilleure et plus durable. Nous reconnaissons les avantages des modalités de travail flexibles et à distance pour les postes éligibles et nous engageons à offrir des carrières enrichissantes, quel que soit le mode de travail. Ce poste est éligible au télétravail, vous permettant de travailler depuis votre domicile. Des informations complémentaires concernant cette organisation du travail vous seront communiquées par l’équipe de recrutement. Découvrez la flexibilité et les défis qu’offre une carrière chez Leica Biosystems. Ce poste est également éligible à un système de bonus / rémunération incitative. Nous offrons un ensemble complet d’avantages, incluant des congés payés ainsi qu’une couverture médicale, dentaire et optique pour les collaborateurs éligibles. Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. For more information, visit www.danaher.com.

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