Global Technical Support Informatics Applications Engineer
About The Position
The Global Technical Support Informatics Applications Engineer for Beckman Coulter Life Sciences is responsible for providing remote and on-site field system support that includes hardware, software applications, and networking to customers and field personnel. The Global Technical Support Informatics Applications Engineer also provides next level phone support to the field service organization, as required, to resolve complex technical problems and product issues beyond the capabilities of the LifeScience Technical Support team. This position reports to the Global Informatics Manager and is part of the Service Operations team and will be fully remote, although residency in the eastern half of the US is required. In this role, you will have the opportunity to: Provide technical leadership, working across functions to identify root causes and resolve challenging issues facing our Informatics customers across North America. Provide escalation process management, and action-planning to ensure compliance with standard work, effective teamwork and rapid resolution of middleware product and networking issues in partnership with frontline support resources. Investigate complex problems through remote data stream collection and in-depth analysis to guide collaborative resolution efforts with account network, LIS and security personnel in virtual server environments that host Beckman Coulter middleware solutions. Coach & mentor field engineers and applications associates through the repair process of individual workstations, servers and analyzer connection hardware consistent with established procedures that drive positive customer experience. Apply and further develop your knowledge of cloud-based solution architecture, deployment and troubleshooting in collaboration with global technical support teams.
Requirements
- Bachelor’s Degree with 3+ years’ supporting laboratory middleware
- Data Innovations, EPIC Beaker, Cerner Oracle Health or Life Science LIS experience (or similar)
- Strong computer networking and/or LIS implementation/development experience
- Ability to travel up to 25% - 75% travel, overnight, within North America (based on the need of the position) at times on short notice, working from a home-based office with occasional after hours on call responsibilities
- Must have a valid driver’s license with an acceptable driving record
- Ability to lift, move or carry equipment up to 50lb, any other physical requirements
Nice To Haves
- Diagnostics Laboratory Informatics and Automation applications experience
- Familiarity with Standard Laboratory Practices, including Quality Control, record keeping, and regulatory requirements.
Responsibilities
- Provide technical leadership, working across functions to identify root causes and resolve challenging issues facing our Informatics customers across North America
- Provide escalation process management, and action-planning to ensure compliance with standard work, effective teamwork and rapid resolution of middleware product and networking issues in partnership with frontline support resources
- Investigate complex problems through remote data stream collection and in-depth analysis to guide collaborative resolution efforts with account network, LIS and security personnel in virtual server environments that host Beckman Coulter middleware solutions
- Coach & mentor field engineers and applications associates through the repair process of individual workstations, servers and analyzer connection hardware consistent with established procedures that drive positive customer experience
- Apply and further develop your knowledge of cloud-based solution architecture, deployment and troubleshooting in collaboration with global technical support teams
Benefits
- paid time off
- medical/dental/vision insurance
- 401(k)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
