Senior Customer Technical Support Specialist, Informatics - 2nd Shift - REMOTE

Danaher Corporation

2d•Remote

About The Position

At Beckman Coulter Diagnostics, one of Danaher’s operating companies, the Sr. Customer Technical Support Specialist, Informatics is responsible for providing technical phone troubleshooting and consulting to clinical laboratory and IT customers, as well as internal company staff. This role focuses on the Informatics product line, including middleware software, Laboratory Information System (LIS) software, and some computer hardware issues. The specialist resolves inquiries/issues or assigns them to field support for onsite handling when needed. This position reports to the Supervisor, Customer Support, is part of the Service Organization, and will be fully REMOTE. Beckman Coulter Diagnostics is a global leader in clinical diagnostics, providing solutions used in routine and complex clinical testing in hospitals, reference and research laboratories, and physician offices worldwide, impacting millions of patients and clinicians annually. The company operates within Danaher’s system of continuous improvement, aiming to innovate for tangible impact in life sciences, diagnostics, and biotechnology.

Requirements

Bachelor's Degree OR Associate's Degree in Medical Laboratory Technology or equivalent.
5+ years' experience working with Laboratory Information System (LIS) customization/configuration and troubleshooting Beckman Coulter REMISOL Advance middleware.
Ability & willingness to work holidays, some weekends and on-call shifts
During the first year (training period), this position requires up to 20% travel, which includes overnight stays.

Nice To Haves

Strong organizational skills with the ability to work well under pressure in a fast-paced environment.
Show competency in diagnosing, resolving and documenting complex technical issues.

Responsibilities

Handle customer calls by resolving technical product issues to support a 24/7 support function, assigning calls to Field Service or Field Applications when unable to resolve over the phone.
Investigate and recognize issues through to root cause, and communicate product issues, complaints, and improvements.
Collect and analyze data and classify complaints according to FDA requirements, capturing and documenting all aspects of the customer interactions/issues into a customer interaction database.