Technical Support Supervisor- Histology and Pathology

Leica Biosystems’ mission of “Advancing Cancer Diagnostics, Improving Lives” is at the heart of our corporate culture. We’re a global leader in cancer diagnostics with the most comprehensive portfolio from biopsy to diagnosis. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. Our associates know that every moment matters when it comes to cancer diagnostics. When you come to work, you’re helping develop solutions that enable accurate diagnoses to turn anxiety into answers. Join our diverse, global team of talented people, and be inspired to grow every day.

Leica Biosystems is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges .

The Supervisor, Technical Support – Level 1 for Leica Biosystems is responsible for day to day oversight of the Histology/Staining Instruments and Digital Pathology platform.

This position is part of the Technical Support team within Service Operations located in Deer Park, IL and will b e onsite . At Leica Biosystems, our vision is to advance cancer diagnostics and improve lives.

You will be a part of the Technical Support team and report to the Technical Support Manager, North America . This role provides guidance and support for the frontline operations to Technical Support team, while providing proxy support for the Technical Support Manager, North America. The Supervisor works closely with the Service Coordination, Field Applications, and Technical Support – Level 2 teams to drive efficiencies and improved customer outcomes . If you thrive in a fast-paced, quick changing environment as the first line of defense to our customer and want to work to build a world-clas s Service organization—read on.

In this role, you will have the opportunity to:

• Drive established service level requirements , KPIs, and metrics through utili zing DBS.

• Proactively c onduct regular customer meetings to discuss on-going support issues and future enhancement workflow for increased optimization and efficiency.

• Liaise between functional teams to manage and prioritize escalations, complaints, and process improvements, and feature enhancements.

• Lead continuous improvement activities such as Kaizens events and workshops.

• Participate in recruiting / interviewing and assist with developing a training plan and successful onboarding of a Technical Support Spec i alists .

• Conduct regular customer meetings focus on improving support issues and future enhancement workflow for increased optimization and efficiency.

• Be available to backup phone queue and work on cases during heavy call and case volume.

The essential requirements of the job include:

• Associate's degree with 6 years of experience

• 1+ years of experience supervising or managing a technical support team of 8 or more direct reports

• 1+ years of demonstrated experience implementing change management through a systematic approach to transform the organization's goals, processes, or technologies.

• Demonstrated Experience with handling live customer internal or external escalations

to ensure issues are resolved effectively, the customers’ expectations are met, and processes are created to avoid repeat escalations.

• Demonstrated experience developing a team such as coaching, mentoring, managing performance, reinforcing accountability, and supporting development and growth.

• 1+ year of experience with ERP or CRM systems.

• Demonstrated effective communication skills and positive customer service attitude through participation in customer business reviews and design/implementation of customer survey with follow up action plans.

It would be a plus if you also possess previous experience in:

• Bachelor’s degree

• Experience using and troubleshooting Leica Histology/Staining instruments and Digital Pathology Platforms and Demonstrated knowledge of QA/Regulatory documentation practices

• Experience with Salesforce, SAP or Oracle.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

At Danaher we bring together science, technology and operational capabilities to 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. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. 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.

The EEO posters are available here ( .

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at to request accommodation.