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About the Role
As a Senior Customer Technical Support Specialist for Beckman Coulter Diagnostics, you will provide advanced commercial knowledge and experience to internal and external customers, servicing Clinical Chemistry instruments. This role is part of the Service Support Organization and operates within a 24/7 support function.
Responsibilities
- Field customer calls to facilitate a 24/7 support function and resolve hardware, software, assay and training-related issues of Beckman Coulter’s existing customer base using the most cost-effective solution through telephone and other forms of communication (i.e. email, video conference, etc.).
- Utilize remote diagnostics to proactively monitor instruments against potential issues.
- Act as a flexible resource to help fill workload or process gaps and triage general, moderate and complex inquiries across all Beckman Coulter functions, assigning calls to field service when unable to resolve over the phone.
- Collect and analyze data and classify complaints according to FDA requirements.
- Capture and document all aspects of the customer interaction into CRM database.
Requirements
- Associate, vocational or equivalent degree in biology, clinical lab science, biomedical engineering, electrical engineering, or chemistry.
- 3+ years of industry-related experience with Beckman Coulter Clinical Chemistry instrumentation.
- Experience with Beckman Coulter's Chemistry instruments (i.e. AU 8-series; DxC700AU; DxC500AU).
- Willing to work two (2) major holidays and one (1) minor holiday each year.
- Ability to clearly articulate and provide direction over the phone.
Skills
- CRM Platforms
- Medical technology call center
- Medical laboratory experience
- Customer service environment
Location
- Remote
Work Type
- Full-time
- Remote
Experience Level
- Senior
Education Level
- Associate degree
- Vocational degree
Salary/Compensations
- $31.00-$41.00 per hour
Benefits
- Paid time off
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
About the Company
- Beckman Coulter Diagnostics is a global leader in clinical diagnostics, part of Danaher's operating companies.
- The company has a history of challenging convention to elevate the diagnostic laboratory’s role in improving patient health for over 90 years.
- Their diagnostic solutions are used in hospitals, reference and research laboratories, and physician offices worldwide.
- Danaher Corporation is committed to equal opportunity and operates with a system of continuous improvement.
Equal Opportunity
- 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 comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities.