Customer Support & Field Service Engineer (m/w/d)
Laetus DanaherSuzhouUpdate time: August 26,2019
Job Description
About Us
Laetus has been setting standards for more than 40 years with optical quality control solutions and innovative Track & Trace systems. Our technologies enable complete monitoring and quality assurance of medicines, food, medical technology and many other products on their way through production, packaging and logistics. Today, around 3,500 companies from various industries around the world rely on Laetus' expertise. With approx. 250 employees in Germany and worldwide sales, we are a manageable organisation with very short distances. An ideal environment for people who like to work together in an interdisciplinary and international way and who make a lot of difference together. As a subsidiary of the Danaher Group with around 62,000 employees, we also benefit from the synergies and systems of a world-leading science and technology group with a unique corporate culture. And our employees also – because they have a world full of development opportunities and career paths not only at Laetus, but also throughout the Group!
Description
- 2nd level technical support of Laetus’ product range
- Problem solve technical issues for the Laetus global customer base
- Implement practical customer friendly technical solutions to issues with the Laetus product range
- Ensure customer satisfaction with their contact with Laetus
- Provide installation, field repair and support to Laetus customers.
Tasks / Responsibilities:
- Proactive failure diagnosis and solution identification that leads to issue resolution. This should be done directly over the phone with customers, or via E-Mail and in-line with appropriate Service Level Agreement framework.
- Installation of software patches and documentation of the steps to deliver the resolution
- Forwarding complex tasks to the 3rd Level technical support team or Field Service team.
- Development of scripts and tools to solve issues passed from Level 1 support
- Documentation and archive the customer issues and the solutions in the Laetus knowledge base.
- Installation and qualification of Laetus products at customer production facilities
- Follow up customer installations with service interventions to ensure maximum uptime
- Drive service revenue through identification and communication of after sales leads while at customer site.
- Ensure appropriate Health & Safety standards are adhered to
- This job description is intended as a guide to the main responsibilities of the post. The post holder will be required to undertake such duties appropriate to the position as may be required by the Manager to ensure the smooth running of the service.
Qualifications
Requirements:
- Bachelor qualification in Information Technology, Electronic Engineering, Mechanical Engineering.
Professional Skills:
- Experience in network configuration (IP Configuration, Subnet, Routing), server and client administration and configuration
- SQL Server und VMware administration / configuration, Batch Scripting, Powershell
- Programming experience in c++, c#, java, html or similar. Software testing experience is desirable.
- Basic knowledge of PLC programming
- Experience in Helpdesk / Customer Support with direct customer contact
- Knowledge and experience in working with Support Ticket Systems
- Experience of field service with direct customer Focus
Soft Skills:
- Customer and solution orientated thinking
- Takes responsibility, self-disciplined, helpful and a good communicator
- Able to learn new concepts / skills and quickly apply them.
- Relationship building, both internal and customer facing
- Calmness and clarity of thought in pressured situations
- Written and verbal communications skills (English is a requirement, another language would be plus)
Danaher Corporation Overview
Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.
Organization
: LaetusJob Function
: Customer SupportPrimary Location
: Asia Pacific-China-China-Jiangsu Province-SuzhouSchedule
: Full-timeGet email alerts for the latest"Customer Support & Field Service Engineer (m/w/d) jobs in Suzhou"