Senior Customer Technical Support Specialist, 2nd Shift - REMOTE

Danaher Corporation

7d•$33 - $40•Remote

About The Position

This position is responsible for providing technical support to customers through telephone and other forms of communication (i.e. email, video conference, etc.). The specialist is expected to provide resolutions to Hardware, Software, Assay and Training related calls from Beckman Coulter’s existing Hematology/Urinalysis customer base in a 24/7 support environment. The role entails providing advanced commercial knowledge and experience to internal and external customers. The specialist will independently resolve complex and routine issues while also mentoring and providing peer assistance for routine troubleshooting. They will 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.

Requirements

Associate, vocational, or equivalent degree in any of the following disciplines: biology, clinical lab science, biomedical engineering, electrical engineering, chemistry.
3+ years of lab or field experience required.
Ability to clearly articulate and provide directions over the phone or via email.

Nice To Haves

Previous troubleshooting experience on electromechanical instrumentation
Previous experience in a medical technology call center, or experience in medical laboratory
Experience in a Customer Service environment

Responsibilities

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 Hematology/Urinalysis customer base in a 24/7 support environment.
Provide advanced commercial knowledge and experience to internal and external customers.
Independently resolve complex and routine issues.
Mentor and provide peer assistance for routine troubleshooting.
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.