Address The position will provide Field Service, technical and applications support to customers in the histopathology laboratory environment. This position is responsible for service support, scheduled routine and on-demand preventative maintenance, as well as repairs and upgrades to both clinical and research environments. You will also support the sales team at conferences and sales calls by setting up and providing technical support information. This is a support function to the company and the levels are maintained in line with the service provided by our customers. Main KPI's - service effectiveness, administrative compliance and preventative maintenance visit completions.
Operations Support
- To independently service, support and maintain a wide range of histology equipment in line with company procedures.
- Demonstrate accountability for jobs/tasks and projects assigned to you.
- Possess sound administrative skills to complete all required tasks within the allocated timeframe.
- Adhere to all Leica and Danaher policies and procedures.
- Promote the company with customers and play an active role in customer retention initiatives.
- Possess a sound analytical and technical ability to assess and deal with difficult instrument and reagent problems.
- Possess sound communication skills to address issues effectively with internal and external customers.
- Determine, recommend and implement solutions to customer software and hardware-related requests.
- Complete allocated activities, ensuring completion of business unit support agreement commitments.
- Attend Service and Sales meetings where requested, Both face to face and via telephone / Microsoft TEAMs.
- Identify potential service, training and product sales, or future business opportunities, recommending an action plan to the appropriate departments.
- Do what it takes to drive results.
- Effective time management and personal organisation.
- Ensure local workshop and individual toolkits, specialist tooling and calibration jogs are maintained in compliant condition.
- Ensure tool calibration process is effectively managed and maintained for compliance.
- Must be customer focused.
- Must have a sense of urgency and immediate impact.
- Must be innovative, curious and comfortable with work place complexities.
- Must have high self-awareness and good emotional intelligence.
- Must be coachable and have a passion for new ideas while being able to get results under tough conditions.
System and Administration
Adhere to all compliance training schedules and administrative duties related to the Field Service.
Standards of Conduct
Fully complies with company guidelines, policies and compliance requirements
Reporting Relationships:
This role reports to the Field Service Manager - ANZ.
Regular contact includes:
External: Customers, Dealers & Agents.
Internal: Service Engineers, Applications team, Sales teams, Finance & Service Admin team, Business Units.
Travel:
Travel will be required from time-to-time in order to assist customers and for both National and International training and Team events. This role will actively support Both South Australia and Victoria, as well as other states as needed.
Qualification/Education and demonstrable Skills Required:
- Strong Mechanical skillset and mechanical aptitude a must.
- Mechanical Biomedical engineering, Instrumentation technician qualification or equivalent, with some electrical knowledge and understanding required.
- Restricted Electrical and/or Test and Tag Certificate an advantage.
- Understanding of computer hardware and be computer literate.
- Microsoft Office competency (Outlook, Teams, Excel, Word).
- Experience with test equipment such as MultiMeter, torque drivers and Specialized Calibrated Tools.
- Technically competent with strong people skills to promote teamwork needed to achieve reliability program objectives; ability to work in team environment and remotely as needed.
Scientific qualifications in the Laboratory field where the above engineering requirements can be trained.
Vaccinations
- Must have proof of Covid Vaccinations and other required Vaccinations as requested / mandated by customers and Government bodies to enter their Hospital, Laboratory and Medical institutions.
Preferred Skills:
- Knowledge and experience with instrumentation and Laboratory environments and chemical awareness.
- Knowledge and working experience of modular electronic replacement as well as basic network troubleshooting skills.
- Analytical / problem solving skills: able to analyse and understand troubleshooting flowcharts.
- Experience with reading and interpreting Fluidic, Pneumatic and engineering drawings.
- Experience with SalesForce Service Lightening advantageous.
- Be in possession of a valid passport and driver's license.
- Be in possession of and maintain a clear credit rating and no criminal conviction or legal action pending.
- Be able to work under pressure and maintain discipline when situations become challenging.
- Self-motivation, good written and verbal communication skills.
- Be punctual and comfortable working to deadlines.
- Results and process-oriented approach.
- Highly effective teamwork and communication skills.
- Technically competent to achieve reliability program objectives.
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 (https://www.danaher.com/how-we-work/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.
