Senior Customer Technical Support Specialist, 1st Shift - REMOTE
About The Position
The Senior Customer Technical Support Specialist for Beckman Coulter Diagnostics is responsible for providing advanced commercial knowledge and experience to internal and external Chemistry & Immunoassay customers. This position reports to the Supervisor Customer Technical Support, is part of the Customer Technical Support team, and will be fully REMOTE. In this role, you will have the opportunity to 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 any of the following disciplines: biology, clinical lab science, biomedical engineering, electrical engineering, chemistry, AND 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.
Nice To Haves
- Previous experience in CRM Platforms
- Medical technology call center, or experience in medical laboratory
- A customer service environment
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.
Benefits
- paid time off
- medical/dental/vision insurance
- 401(k)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
