Customer Technical Support Specialist, Informatics - Off Shift - REMOTE

📋 Description

• • As a Customer Technical Support Specialist, Informatics, you will be a critical frontline representative for Beckman Coulter Diagnostics, a global leader in clinical diagnostics. Your primary responsibility will be to provide expert technical phone troubleshooting and consulting services to our valued clinical laboratory and IT customers, as well as internal company staff.
• • You will focus specifically on our Informatics product line, which includes sophisticated middleware software, Laboratory Information System (LIS) software, and associated computer hardware. Your role is pivotal in ensuring our customers can effectively utilize these complex systems to improve patient health and laboratory efficiency.
• • This position operates within a 24/7 support framework, and you will be assigned to either the 2nd Shift (3:00 PM - 11:00 PM ET) or the 3rd Shift (5:00 PM - 1:30 AM ET), working Monday through Friday. This off-shift schedule is crucial for providing continuous support to our global customer base.
• • You will be empowered to investigate and diagnose technical issues, working towards identifying the root cause of problems. This involves meticulous data collection and analysis to understand the intricacies of the reported issues.
• • A key aspect of your role will be to communicate effectively about product issues, customer complaints, and potential areas for product improvement. Your insights will directly contribute to our ongoing product development and enhancement efforts.
• • You will be responsible for classifying customer complaints in accordance with FDA requirements, ensuring compliance and maintaining the highest standards of quality and regulatory adherence.
• • Accurate and thorough documentation is paramount. You will meticulously capture and document all aspects of customer interactions and reported issues within our customer interaction database, ensuring a comprehensive record for analysis and follow-up.
• • When issues cannot be resolved remotely over the phone, you will expertly triage and assign calls to the appropriate Field Service or Field Applications teams for on-site intervention, ensuring a seamless escalation process.
• • This role offers a unique opportunity to deepen your expertise in laboratory informatics, LIS systems, and middleware solutions, contributing to a company that is dedicated to accelerating the impact of science and technology.
• • You will be part of the Service Organization, reporting to the Supervisor, Customer Support, and will operate in a fully remote capacity, allowing for flexibility and work-life balance.
• • The company culture at Beckman Coulter Diagnostics, a Danaher operating company, fosters belonging and innovation. You will be encouraged to bring your unique viewpoint and contribute to turning ideas into tangible impact, working at the "speed of life."
• • You will leverage the Danaher Business System, a framework for continuous improvement, to enhance your work and contribute to the company's success.
• • Your work directly supports the mission of improving patient health by enabling clinicians to deliver the best possible care through improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence.
• • You will handle a significant volume of customer interactions, with over one million tests run on Beckman Coulter Diagnostics systems every hour globally, impacting 1.2 billion patients and over three million clinicians annually. Your support is vital to this extensive network.
• • The role requires a proactive approach to problem-solving and a commitment to customer satisfaction, ensuring that technical challenges are overcome efficiently and effectively.
• • You will gain exposure to a wide range of technical scenarios, from software configuration and customization to hardware troubleshooting, broadening your technical skill set within the diagnostics industry.