Senior Customer Technical Support Specialist, 2nd Shift - REMOTE
About The Position
This position is responsible for providing technical support to our customers through telephone and other forms of communication (i.e. email, video conference, etc.). You are 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. This position will work one weekend day and rotating holidays. The role entails providing advanced commercial knowledge and experience to internal and external customers. You will be asked to independently resolve complex and routine issues while being able to mentor and provide peer assistance for routine trouble shooting. 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. This position is eligible for a remote work arrangement in which you can work remotely from your home.
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.
- Work one weekend day and rotating holidays.
- Provide advanced commercial knowledge and experience to internal and external customers.
- Independently resolve complex and routine issues.
- Mentor and provide peer assistance for routine trouble shooting.
- Distinguish between hardware, reagent, and software issues.
- Resolve the customer’s issue over the phone or dispatch the appropriate resource that will resolve the issue.
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
