Technical Specialist Hardware Automation Europe

Experteer Italy; Milano; Remoto; EUR 40.000 - 80.000; Tempo pieno

Descrizione del lavoro

Join a forward-thinking company as a Hardware Automation System Technical Support Specialist, where your expertise in diagnostic hardware will directly impact patient care. In this remote role, you'll provide crucial support to engineers and customers, ensuring high satisfaction and product performance. With a focus on continuous improvement, you'll collaborate with teams to enhance service efficiency. If you're passionate about technology and making a real difference in healthcare, this is the perfect opportunity to grow your career and contribute to meaningful advancements in the industry.

Competenze

• 3+ years of experience in technical support for diagnostic hardware systems.
• Strong understanding of installation, maintenance, and troubleshooting.

Mansioni

• Provide expert-level technical support for diagnostic hardware systems.
• Guide local engineers in troubleshooting and resolving hardware issues.
• Monitor support metrics to identify trends and areas for improvement.

Conoscenze

Technical Support

Troubleshooting

Problem-Solving

Communication Skills

Customer Service

Formazione

Associate or Bachelor's degree in Biomedical Engineering

Electronics

Information Technology

Strumenti

Support Ticketing Systems

Remote Support Tools

CRM Software

Descrizione del lavoro

Wondering what's within Beckman Coulter Diagnostics? Take a closer look.
At first glance, you'll see that for more than 80 years we've been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We're building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and you'll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful.
Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we're working at the pace of change to improve patient lives with diagnostic tools that address the world's biggest health challenges.
We are seeking a dedicated and knowledgeable Hardware Automation System Technical Support Specialist to join our team. The ideal candidate will have extensive experience with hardware systems, particularly within the Medical Device industry. This role is crucial in ensuring our customers receive timely and effective technical support for our diagnostic hardware products. The Hardware System Technical Support Specialist will handle troubleshooting, maintenance, and repair inquiries, ensuring high levels of customer satisfaction and product performance. He's responsible for pro-active actions to ensure the best efficiency in Service organization across Europe.

Key Responsibilities:

1. Technical Support and Troubleshooting:
   * Provide expert-level technical support for diagnostic hardware systems, including instruments, devices, and related peripherals. Immunoassay system knowledge will be considered a plus.
   * Support local engineers in diagnosing and resolving hardware issues through various support channels (phone, email, chat, remote access, and customer visits).
   * Guide local engineers through troubleshooting steps, ensuring clear and effective communication.
2. Customer Assistance:
   * Respond promptly to customer inquiries when local engineers need support through virtual or on-site visits.
   * Drive escalations documenting customer interactions, issues, and resolutions accurately in the support ticketing system.
   * Follow up with customers to ensure issues are fully resolved and to gauge customer satisfaction.
3. Product Knowledge and Training:
   * Maintain an in-depth understanding of the diagnostic hardware product line, including specifications, functionalities, and common issues.
   * Stay updated on new product releases, hardware updates, and industry advancements.
   * Develop and deliver training sessions and materials for customers and internal teams, enhancing their understanding and use of diagnostic hardware systems.
4. Quality and Improvement:
   * Monitor and analyze support metrics to identify trends, recurring issues, and areas for improvement on service efficiency and cost of parts.
   * Collaborate with the R&D and Quality Assurance teams to provide feedback on hardware performance and reliability.
   * Participate in the development and continuous improvement of support documentation, troubleshooting guides, and knowledge base articles.

Qualifications:
* Associate or bachelor's degree in biomedical engineering, Electronics, Information Technology, or a related field.
* Minimum of 3 years of experience in technical support, specifically with hardware systems in the diagnostics or medical device industry.
* Strong understanding of diagnostic hardware systems, including installation, maintenance, troubleshooting, and repair. Excellent problem-solving skills with the ability to diagnose and resolve complex hardware issues.
* Strong verbal and written communication skills, with the ability to clearly convey technical information to non-technical users in both English and Italian or Spanish.
* Proficiency in using support ticketing systems, remote support tools, and CRM software.

Working Conditions:
* This role is remote-based, with travel in Europe required to client sites or meetings around 70% of the total time available.
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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.
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace, and throughout the markets we serve. Our associates, customers, and shareholders contribute unique and different perspectives as a result of these diverse attributes.