Customer Advocate

For over 170 years, Leica Microsystems has helped shape the future by developing groundbreaking optical and digital solutions. As a global leader, we’re driven by continuous improvement to excite our customers and to create the best work environment for our people. Customer focus, innovation, and teamwork are at the core of our culture and the foundation of our success.

Want to be part of a company whose products are part of cutting-edge research around the world? Join Leica Microsystems in our commitment for brilliant solutions and insight.

Leica Microsystems is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.

The Customer Advocate is the interface between the customers, the field service engineers and other internal teams. The mission of the Customer Advocate is to achieve customer satisfaction by demonstrating timely execution of the service jobs, including remote and field service activities.

This position is part of the Non-Technical Customer Service team located in Deerfield, IL and will be a Hybrid position reporting to the Manager, Service Operations. If you thrive in a fast-paced role and want to provide a world-class customer experience —read on.

In this role, you will have the opportunity to:

• Create, prioritize, and track all work orders to ensure compliance with the required reaction and the resolution times as well as order spare parts and proactively monitor their status through shipping, customs (if applicable), and delivery; escalate as needed with the appropriate points of contact

• Understand customer issues and be able to communicate technical support topics with both customer and engineer and identify Field Service Engineer that will best execute the intervention

• Plan Field Service Engineers to ensure fast reactivity and reduce travel times including Preventative Maintenance jobs and coordinate appointments with the customers in alignment with the delivery time of the spare parts and availability of Field Service Engineers.

The essential requirements of the job include:

• High School Diploma or equivalent

• Proficiency in CRM systems - Salesforce, SAP

• Fluent spoken and written English is a mandatory requirement for this role

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

• ERP & SFDC Service Cloud experience

At Leica Microsystems we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Leica Microsystems can provide.

The hourly range for this role is $24-$28/hour. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.

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.

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.

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 www.danaher.com.