Leica Microsystems is a world leader in microscopes and scientific instruments. Founded as a family business in the nineteenth century, the company’s history was marked by unparalleled innovation on its way to becoming a global enterprise.
Its historically close cooperation with the scientific community is the key to Leica Microsystems’ tradition of innovation, which draws on users’ ideas and creates solutions tailored to their requirements. At the global level, Leica Microsystems is organized in three divisions, all of which are among the leaders in their respective fields: the Life Science Division, Industry Division, and Medical Division.
Leica Microsystems has six manufacturing facilities in five countries, with sales and service organizations in 20 countries. The company is headquartered in Wetzlar, Germany.

Service Specialist (m/f) Tools and Infrastructure

KEY RESPONSIBILITIES:

  • Leads the selection, project planning, implementation and adoption of applications solutions e.g.:
    • Service application solutions that will enable service operations to run more efficiently
    • Customer engagement applications to allow customers self-help opportunities such as opening cases, finding answers to frequently asked questions, etc.
    • Service growth applications to open up new service revenue opportunities and provide tools to service sales to manage recurring revenue stream opportunities
  • In collaboration with the Sr. Manager Service Tools & Infastructure this position is responsible for the development of harmonized processes and master data across all regions and business segments
  • Keeps up to date with innovative service application solutions and use cases to allow Leica to leverage existing or implement new solutions to increase efficiency, revenue opportunities and NPS
  • Manages application updates, user administration and ensures vendor SLAs are met
  • In collaboration with the Sr. Manager Service Tools & Infastructure, this position develops and implements performance metrics in order to
    • monitor NPS and funnel management performance
    • monitor productivity and efficiency gains achieved
  • Supports implementation and rollout of Service Evolution by:
    • Analyze data and service business processes
    • Collaborate with stakeholders to design solutions that improve service performance
    • Create test scenarios and do solution testing
    • Prepare and conduct administrator, power and end user training
    • Process internal and external application support requests
    • Configure reports and dashboards
    • Create, maintain and distribute application documentation

REQUIREMENTS FOR THIS POSITION:

  • 3-5 years technical professional training or technical bachelor degree or similar
  • Solid Technical and Customer Service background
  • 3-5 year’s successfull experience in an international technical service role
  • Broad knowledge of software applications and vendors within the service application industry
  • Broad understanding of computing platforms and application delivery methods
  • Demonstrated ability to successfully lead projects to completion, on-time and within budget targets
  • Ability to research, analyze and evaluate improvement opportunities within existing process and supporting applications
  • Good Command of English and preferably German