Digital Pathology Helpdesk Engineer (f/m/d)

Leica Biosystems Inc.; Hannover; Remote; EUR 65,000 - 90,000; Full time

Job summary

The Leica Biosystems Digital Pathology Helpdesk Engineer (f/m/d) role is a fully remote position within the EMEA DP Support & Implementation Team, based in the DACH region. You will respond to inbound Digital Pathology queries, escalate when needed, and keep customer records up to date.

Fluent German and English are required. You will diagnose issues remotely, log activities in CRM systems, and collaborate with regional teams to deliver high-quality service and support in a fast-paced

Qualifications

• Experience in remote troubleshooting of software.
• Database management skills, Windows Server 2008–2022 and virtual machines.
• Work with Mirth Connect and HL7.
• Networking: remote storage management, domain and non-domain policies, firewall knowledge.
• Language skills – Fluent in German and English.

Responsibilities

• Diagnose faults remotely, provide troubleshooting support to customers via phone/email remote login and 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, escalating to Manager when required, and implement countermeasures to recurring or difficult issues.

Skills

Remote troubleshooting

Database management

Mirth Connect

HL7

Networking

German & English fluent

Tools

Virtual machines

Bomgar

TeamViewer

DICOM

Windows Server 2008-2022

Job description

Bring more to life.

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

Bring more to life.

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

At Leica Biosystems, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact.

You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.

At Leica Biosystems, we’re not just shaping the future of cancer diagnostics - we’re transforming lives. Our mission of “Advancing Cancer Diagnostics, Improving Lives” is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patients timely, accurate answers when they need them most. When you join Leica Biosystems, you’re not just taking a job; you’re becoming part of a passionate team that knows every moment matters when it comes to cancer. You’ll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community, you’ll be inspired each day to stretch, grow, and make an impact.

Learn about the Danaher Business System which makes everything possible.

The Digital Pathology Helpdesk Engineer (f/m/d) 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 the DACH region. 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 Manager DP Helpdesk 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 German 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

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.

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.