Senior Customer Technical Support Specialist - 2nd Shift- REMOTE

Danaher•New York, NY

1d•$31 - $41•Remote

About The Position

At Beckman Coulter Diagnostics, a Danaher operating company, we are dedicated to innovating for tangible impact in life sciences, diagnostics, and biotechnology. Our work saves lives, and we foster a culture of belonging where unique viewpoints are valued. We leverage the Danaher Business System to turn ideas into impact, innovating at the speed of life. As a global leader in clinical diagnostics for over 90 years, our diagnostic solutions are used worldwide in hospitals, reference and research laboratories, and physician offices. Every hour, over a million tests are run on our systems, impacting billions of patients and millions of clinicians annually. We enable clinicians to deliver the best possible care through improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence. This 2nd shift position (12:30 PM - 9:00 PM PT) for a Senior Customer Technical Support Specialist involves providing advanced commercial knowledge and experience to internal and external customers, servicing our Clinical Chemistry instruments. This role reports to the Supervisor, Customer Technical Support, is part of the Service Support Organization, and is FULLY REMOTE.

Requirements

Associate, vocational or equivalent degree in any of the following disciplines: biology, clinical lab science, biomedical engineering, electrical engineering, chemistry
3+ years of industry-related experience with Beckman Coulter Clinical Chemistry instrumentation - experience with Beckman Coulter's Chemistry instruments (i.e. AU 8-series; DxC700AU; DxC500AU).
Willing to work two (2) major holidays and one (1) minor holiday each year.
Ability to clearly articulate and provide direction over the phone.

Nice To Haves

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.