Senior Customer Technical Support Specialist

Danaher Corporation

1d•$31 - $41•Remote

About The Position

The Senior Customer Technical Support Specialist is responsible for providing technical support to our customers through telephone and other forms of communication (i.e. email, video conference, etc.). This position is expected to provide resolutions to Hardware, Software, Assay and Training related calls from Beckman Coulter’s existing customer base in a 24/7 support environment. This position reports to the Customer Technical Support Supervisor, is part of the Customer Technical Support Organization (CTSO) Team that operates Monday–Friday 7:00 AM–7:00 PM ET and weekends 7:30 AM–4:00 PM ET, and will be fully REMOTE. In this role, you will have the opportunity to: You will be asked to independently resolve complex and routine issues on the microbiology product line. You will also be asked to distinguish between hardware, reagent, and software issues, with the goal of resolving the customer’s issue over the phone or dispatching the appropriate resource that will resolve the issue. You will be expected to use soft skills and maintain quality standards to ensure compliance.

Requirements

Bachelor's degree in biology, medical technology, medical laboratory technical, or clinical laboratory scientist AND 3+ years of lab or field experience required.
Ability to clearly articulate and provide directions over the phone or via email.
MUST BE available to work weekend recurring basis

Nice To Haves

Previous troubleshooting experience on the autoSCAN-4, DxM WalkAway, Copan WASP, Copan WASPLab, or LabPro
Previous experience in a medical technology call center, or experience in medical laboratory, specifically Microbiology
Bachelor’s degree and Experience in a Customer Service environment

Responsibilities

Independently resolve complex and routine issues on the microbiology product line.
Distinguish between hardware, reagent, and software issues, with the goal of resolving the customer’s issue over the phone or dispatching the appropriate resource that will resolve the issue.
Use soft skills and maintain quality standards to ensure compliance.
Provide technical support to customers through telephone and other forms of communication (i.e. email, video conference, etc.).
Provide resolutions to Hardware, Software, Assay and Training related calls from Beckman Coulter’s existing customer base in a 24/7 support environment.