Senior Customer Technical Support Specialist, 2nd Shift- REMOTE

📋 Description

• • As a Senior Customer Technical Support Specialist at Beckman Coulter Diagnostics, a Danaher operating company, you will play a pivotal role in ensuring the seamless operation of our cutting-edge diagnostic instruments and solutions for our global customer base.
• • This 2nd shift (3:00 PM - 11:30 PM CT) remote position is integral to our Customer Technical Support Organization, reporting to the Supervisor of Customer Technical Support, and offers a unique opportunity to contribute to life-saving advancements in life sciences, diagnostics, and biotechnology.
• • You will be the primary point of contact for customers, fielding inquiries via telephone, email, and video conferencing to resolve complex issues related to hardware, software, and assay performance.
• • Your expertise will be crucial in troubleshooting and providing advanced commercial knowledge to internal and external stakeholders, ensuring the most cost-effective and timely solutions are implemented.
• • A key responsibility involves leveraging remote diagnostic tools to proactively monitor instrument performance, identifying and addressing potential issues before they impact customer operations.
• • This role demands a flexible and adaptable approach, acting as a critical resource to fill workload or process gaps across various Beckman Coulter functions.
• • You will be responsible for triaging general, moderate, and complex inquiries, efficiently assigning calls to field service engineers when on-site intervention is necessary.
• • A significant aspect of the role includes meticulous data collection and analysis, classifying customer complaints in strict accordance with FDA requirements to ensure regulatory compliance.
• • Accurate and comprehensive documentation of all customer interactions within the CRM database is paramount, maintaining a detailed record of support activities and resolutions.
• • By providing advanced technical support, you will directly contribute to the reliability and efficiency of diagnostic laboratories worldwide, impacting patient care and clinical decision-making.
• • Your efforts will help uphold Beckman Coulter Diagnostics' legacy of challenging convention and elevating the role of the diagnostic laboratory in improving patient health.
• • You will be part of a culture that values innovation, continuous improvement, and a shared commitment to making a tangible impact.
• • The opportunity to work remotely offers flexibility while maintaining a high level of engagement and contribution to a global leader in clinical diagnostics.
• • You will be instrumental in ensuring that over one million tests run daily on Beckman Coulter Diagnostics systems continue to provide accurate and reliable results, impacting 1.2 billion patients and over three million clinicians annually.
• • This role requires a deep understanding of immunoassay diagnostics and the ability to translate technical information into clear, actionable guidance for customers.
• • You will contribute to the Danaher Business System by identifying opportunities for process improvement and driving operational excellence within the customer support function.
• • Your ability to articulate complex technical information clearly and concisely over the phone will be essential for successful issue resolution and customer satisfaction.
• • You will be a key player in maintaining the high standards of service and support that Beckman Coulter Diagnostics is known for, fostering strong customer relationships and ensuring their continued success.
• • This position offers a chance to grow your career within a dynamic and impactful organization, contributing to scientific breakthroughs and improved healthcare outcomes.
• • You will be empowered to make decisions and take ownership of customer issues, driving them to a satisfactory resolution.
• • The role involves continuous learning and staying abreast of new product developments, software updates, and assay technologies to provide the most current and effective support.
• • You will collaborate with cross-functional teams, including R&D, Field Service, and Sales, to ensure a holistic approach to customer support and product performance.
• • Your contribution will directly support the company's mission to enable clinicians to deliver the best possible care with improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence.
• • This role is ideal for a proactive problem-solver with a passion for technology and a commitment to customer success in the critical field of diagnostics.