Senior Customer Technical Support Specialist - 2nd Shift- REMOTE

Danaher Corporation

3d•$31 - $41•Remote

About The Position

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Beckman Coulter Diagnostics, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. As a global leader in clinical diagnostics, Beckman Coulter Diagnostics has challenged convention to elevate the diagnostic laboratory’s role in improving patient health for more than 90 years. Our diagnostic solutions are used in routine and complex clinical testing, and are used in hospitals, reference and research laboratories, and physician offices around the world. Every hour around the world, more than one million tests are run on Beckman Coulter Diagnostics systems, impacting 1.2 billion patients and more than three million clinicians per year. From uncovering the next clinical breakthrough, to rapid and reliable sample analysis, to more rigorous decision making—we are enabling clinicians to deliver the best possible care to their patients with improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence. Learn about the Danaher Business System which makes everything possible. Working the 2nd shift hours of 12:30 PM - 9:00 PM PT, the Senior Customer Technical Support Specialist for Beckman Coulter Diagnostics is responsible for providing advanced commercial knowledge and experience to internal and external customers, servicing our Clinical Chemistry instruments. This position reports to the Supervisor, Customer Technical Support, is part of the Service Support Organization and will be FULLY REMOTE.

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 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.