Danaher Corporation Senior Technical Support & Connectivity Specialist in Harbourfront Centre, Singapore
Act as the first point of contact for all Pathology Imaging and connectivity technical support within the assigned region either remotely or onsite.
Provide technical support for Leica Biosystems networked systems projects (installations).
Interface with customers IT departments, customer End Users, Leica Biosystems engineering, and technical support.
Provide technical assistance to customers, application specialists and field engineers by telephone, remote access, e-mail and onsite visits.
Understand customer objections and solve problems in a complex environment, professionally and timely.
Articulate complex technical ideas in a simple way to prospective customers and peers.
Support sales efforts by assisting with product demonstrations, clinical evaluations, and trade shows.
Follow-up with customers during pre-sales and post-sales efforts to ensure strong customer relationships are built.
Install, relocate, update, and maintain Leica Biosystems networked products following approved policies/procedure
Facilitate communication of connectivity problems/ solutions with technical support, engineering, customers and other vendors.
Communicate and track product reliability issues/ concerns and product improvement suggestions based on field experience to service management.
Escalate and document product performance or customer satisfaction issues and concerns to management in a thorough and timely fashion.
Recommend training requirements for Leica Biosystems and Leica Biosystems distributors service and support personnel as necessary.
Able to interact with colleagues across different time zones when needed.
Perform all other duties as assigned by service management.
Required Education, Experience, Skills
5+ years’ experience providing technical support for systems with software and hardware components.
BS in information technology, engineering or equivalent education and experience
Experience with installation and technical support of Windows and Linux based software products.
Experience supporting products with TCP/IP networking components in a Windows environment.
Experience with network infrastructure and troubleshooting including VLANs, firewalls and routers.
Experience with Windows Server and Virtual Machines.
Knowledge of SQL management studio and SQL stored procedures
Experience of HL7 messaging protocols
Experience with Pathology Imaging systems and histology experience (desirable).
Knowledge of slide/tissue preparations and reagent/staining (Desirable)
Knowledge of image file sharing and data transfer (e.g. digital slide images distributed over LAN / WAN networks).
Good phone and email skills with a positive customer-centric attitude.
Good problem-solving skills. Well-organized, and able to follow through on commitments.
Skilled technical writer able to document problems and solutions for customers (posting
FAQs) and other technical support personnel.
Travel: Up to 50% overseas business travel
Language: English and Chinese Mandarin (mandatory) and Cantonese (Desirable)
Good interpersonal and communication skills
Ability communicate with internal and external stakeholders
Reliable and team player
Strong organization skills, detail-oriented, and the ability to manage multiple tasks effectively.
A team player that treats individuals with dignity and respect.
An independent individual who goes the extra mile to ensure proper communication and reporting.
Can work happily alone and as part of a team.
A global mindset and flexibility.
An approachable and enthusiastic individual
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .