Senior Specialist - Technical Customer Support - Bangalore

Beckman Coulter Diagnostics; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Health care program

Paid time off

Job summary

Beckman Coulter Diagnostics, a Danaher operating company, invites applications for Senior Specialist- Technical Customer Support in Mumbai. The role focuses on providing first-level telephonic assistance, resolving technical issues, and maintaining strong customer relationships.

Ideal candidates bring 5–7 years in IVD service or clinical laboratory settings, with solid MS Word, Excel and PowerPoint skills, and a collaborative mindset to work with the team lead and field staff on customer

Qualifications

• Education: Biomedical/ Electronics/Instrumentation, M.Sc./BE/B. Tech.
• Experience: 5–7 Years Experience in IVD Service, application or Clinical Laboratory.
• Essential Skills: Proficiency in MS Word, Excel, and PowerPoint.

Responsibilities

• Provide technical assistance to the customer and resolve technical and application issues.
• Follow standard processes / procedures.
• Provide Second level technical support / redirect to appropriate resources.
• Respond to customer calls and assess customer requirement and determine the best way.
• Resolve a customer problem at optimal fix rate to achieve efficiency.
• Apply advanced clinical laboratory knowledge & experience with the ability to support customer escalation and troubleshooting.
• Monitor and collect customer complaint data in order to enhance customer satisfaction.
• Prioritize and work to deadlines.
• Think Logically and creatively with an ability to facilitate issue resolution.
• Be capable of dealing with conflicts (Internal, External) and turn conflicts into opportunity for improvement.
• Interact with customers to understand and capture “CES CSAT Survey Feedback’ on weekly basis and channelize to its appropriate recording in system.

Skills

Technical support

Communication

Teamwork

Education

Biomedical/Electronics/Instrumentation

M.Sc./BE/B.Tech

Tools

MS Word

MS Excel

PowerPoint

Job description

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

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.

The Senior Specialist- Technical Customer Support is responsible providing high quality (1st Level) telephonic service response to the clients with good communications skills and teamwork skills to work with his supervisor and the field service and applications operational team. The goals of his/her activities are to help to create and maintain a high level of customer satisfaction and a good company image.

This position reports to the Team Lead – Technical Excellence Center, is part of the Customer Support, SWA located in Mumbai and will be an on-site role.

In This Role, You Will Have The Opportunity To

• Provide technical assistance to the customer and resolve technical and application issues.
• Follow standard processes / procedures.
• Provide Second level technical support / redirect to appropriate resources.
• Respond to customer calls and assess customer requirement and determine the best way.
• Resolve a customer problem at optimal fix rate to achieve efficiency.
• Apply advanced clinical laboratory knowledge & experience with the ability to support customer escalation and troubleshooting.
• Monitor and collect customer complaint data in order to enhance customer satisfaction.
• Prioritize and work to deadlines.
• Think Logically and creatively with an ability to facilitate issue resolution.
• Be capable of dealing with conflicts (Internal, External) and turn conflicts into opportunity for improvement.
• Interact with customers to understand and capture “CES CSAT Survey Feedback’ on weekly basis and channelize to its appropriate recording in system.

The Essential Requirements Of The Job Include

• Education: Biomedical/ Electronics/Instrumentation, M.Sc./BE/B. Tech
• Experience: Minimum 5 - 7 Years Experience in IVD Service, application or Clinical Laboratory.
• Essential Skills: Proficiency in MS Word, Excel, and PowerPoint.

It would be a plus if you also possess previous experience in:

• Field service/ Application in Biochemistry, Immunology, Hematology.
• Working experience as Phone support specialist.
• Working as Lab technologist in Hospital.

Beckman Coulter Diagnostics, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives.

• Whether it’s a health care program or paid time off, our programs contribute to life beyond the job.

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.