Note: The job is a remote job and is open to candidates in USA. Beckman Coulter Diagnostics, a Danaher operating company, is a global leader in clinical diagnostics. The Senior Customer Technical Support Specialist is responsible for providing advanced commercial knowledge and experience to internal and external Chemistry & Immunoassay customers, resolving technical issues, and ensuring customer satisfaction through effective communication and support.
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 inquires 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
Skills
- Associate, vocational or equivalent degree in any of the following disciplines: biology, clinical lab science, biomedical engineering, electrical engineering, chemistry
- 3+ years of industry-related experience with Beckman Coulter chemistry and immunoassay instrumentation
- Experience with Beckman Coulter's Chemistry and Immunoassay instruments (i.e. AU 8-series; DxC700AU; DxC500AU; Access; DxI; DxI 9000)
- Ability to clearly articulate and provide direction over the phone
- Willing to work one weekend each month and rotating on-call shift duty
- CRM Platforms
- Medical technology call center, or experience in medical laboratory
- A customer service environment
Benefits
- Bonincentive pay
- Paid time off
- Medical/dental/vision insurance
- 401(k) to eligible employees
- Remote work arrangement in which you can work remotely from your home
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