Help Desk Specialist NEEMEA

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

At Leica Microsystems, 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.

Shape the Future with Us!

At Leica Microsystems, we have been shaping the future for over 175 years with groundbreaking optical and digital solutions.  With a culture rooted in customer focus, innovation, and teamwork, we lead the market in microscopy, imaging, and analysis, unveiling the invisible and empowering our customers to build a better, healthier world.

Joining Leica Microsystems means contributing to scientific discoveries and supporting surgeons in making critical decisions. Our advanced microscopes and AI-based image analysis solutions enable users to gain profound insights into development and engineering challenges. Here, you will work on meaningful projects alongside passionate colleagues, driving progress and pushing the boundaries of what’s possible.

Learn about the Danaher Business System which makes everything possible

The Help Desk Specialist is responsible for provide high quality service support primarily remotely within their area of responsibility with the objective of achieving time-to-repair, customer satisfaction and related KPI targets.

This position reports to the Sales Director Enablement NEEMEA and is part of the Leica Channel Partner Support team located in Mumbai, India and will be an on-site role.

In this role, you will have the opportunity to:

• Provides ad-hoc and timely telephone and email service support to channel partners, customers and colleagues in NEEMEA region for all product groups except confocal cases that will be addressed to a separate EMEA confocal helpdesk.
• Receives incoming requests for support from channel partners and customers via email/web-to-case and endeavors to provide solutions in the shortest possible time.
• Manages a helpdesk task list of open service cases using appropriate prioritization. Uses remote support tools to repair systems online, when appropriate. Asks for support, collaborates and follows up with 3rd/4th-level support on open service cases, when appropriate.
• Provides spare part identification and time required from a Field Service Engineer to enable the creation of on-demand service quotes. Provides time information on service jobs, to enable planning of visits by Field Service colleagues.
• Supports administrative tasks related to Service Channel Partners (e.g. trainings, CAPA, Diligent).

The essential requirements of the job include:  

• Degree in Engineering or equivalent.
• Minimum 3 years of experience in field service for Microscopy products.
• Able to Demonstrate understanding of optical principles and demonstrate sound electronic and instrumentation engineering skills.
• Language fluency in English is a must.
• Strong communication and coordination skills .

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.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.