Job Information
Leica Microsystems Inc. Global Support Applications Specialist in Deer Park, Illinois
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12155197
Global Support Applications Specialist for Leica Microsystems Inc. in Deer Park, IL to act as the field specialist/customer advocate for all instrument and applications related issues reported from the field; Monitor and review daily escalations (level 3) through email and phone calls to provide rapid response for troubleshooting, including resolution recommendations to the sales regions and channel partners; Participate in calls with field support teams and sales channel managers to gather data and understand high priority escalations; Apply experience and comprehensive technical knowledge to provide application support to resolve complex issues. This includes analysis of instrument log files/reports and data/pictures to determine possible root causes; Replicate customer configuration on applicable instrument to test possible application scenarios and determine likely root causes for reported issues; Support global high priority escalations as required, at site (international travel may be required at short notice); Work closely with the Science teams, R&D, Supplier Quality and Production teams to analyze failure modes and determine countermeasures for containment and field actions; Acts as Applications representative to provide technical input to projects/new products; Represent the global support teams in reviewing change requests, new component and system designs for applications, service and supportability; Develop, maintain and deliver technical training packs (globally) and support plans for standardized applications and troubleshooting for new and current products (working closely with product management); Support and provide input to technical writer team to develop and maintain user manuals; Performs research to generate analytical data for internal and/or external clients for Clinical and Research applications; Support for the investigation of new technologies and experimentation directed at the practical application of scientific theories; Assures that programs meet scientific objectives and are aligned with customer needs.
Education Required: Bachelor\'s degree in Biology or related scientific field (willing to accept foreign education equivalent) plus three (3) years of experience as a Scientist or related occupation in histology, working with medical equipment. Experience must include: Routine clinical Anatomical Pathology; Immunohistochemistry, including antibody staining and quality control; Field applications including instrument installation, training, optimization and troubleshooting of instrumentation and associated reagents; Developing and creating technical training content; Delivery of technical training; Technical writing (can include lab standard operating procedures); and Laboratory safety. Up to 15% of international and domestic travel required. Partial telecommute available. Submit resume to harman.brown@leica-microsystems.com & reference job title.