Senior Customer Technical Support Specialist, Lab Automation - 3rd Shift (4 x 10-hour days) - REMOTE

Beckman Coulter Diagnostics; New York (NY); On-site; USD 43,000 - 56,000; Full time

Benefits offered by this job

Remote work eligible

Bonus/incentive pay

Health insurance

401(k)

Job summary

Beckman Coulter Diagnostics, a Danaher operating company, seeks a Sr. Customer Technical Support Specialist to provide remote technical support for hardware, software, assays and training to a global customer base in a 24/7 environment.

You will work 4 x 10-hour days (Wednesday/Thursday/Friday/Saturday) on 3rd shift (4:30 PM ET-3:00 AM ET). Must be able to participate in on-call coverage after training and have a biology/clinical lab background with strong communication skills.

Qualifications

• Bachelor's degree in biology, medical technology, medical laboratory technician or clinical laboratory scientist is required.
• 3+ years lab or field experience is required.
• Must be available for regular on-call coverage after training.

Responsibilities

• Independently resolve complex and routine issues on the Lab Automation product line.
• Distinguish between hardware and software issues and route to appropriate resolution.
• Use soft skills and maintain quality standards to ensure compliance.

Skills

Clear communication

On-call readiness

Technical troubleshooting

Education

Bachelor's degree in biology/medical technology/clinical laboratory science

Tools

DxA

Power Express

Power Processor

Aloquoter

Powerlink

Automate

Intelliserve

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.

Working 4 x 10-hour days (Wednesday/Thursday/Friday/Saturday), with 3rd Shift hours of 4:30 PM ET-3:00 AM ET the following day, the Sr. Customer Technical Support Specialist is responsible for providing technical support to our customers through telephone and other forms of communication (i.e. email, video conference, etc.). This position is expected to provide resolutions to Hardware, Software, Assay and Training related calls from Beckman Coulter’s existing customer base in a 24/7 support environment. This position reports to the Customer Technical Support Supervisor, is part of the Customer Technical Support Organization (CTSO) Team that operates 24/7 365 days, and will be fully REMOTE.

In This Role, You Will Have The Opportunity To

• Independently resolve complex and routine issues on the Lab Automation product line.
• Distinguish between hardware and software issues, with the goal of resolving the customer’s issue over the phone or dispatching the appropriate resource that will resolve the issue.
• Use soft skills and maintain quality standards to ensure compliance.

The Essential Requirements Of The Job Include

• Bachelor's degree in biology, medical technology, medical laboratory technical, or clinical laboratory scientist AND 3+ years of lab or field experience required.
• Ability to clearly articulate and provide directions over the phone or via email.
• MUST BE available for regularly scheduled on-call coverage (after successfully completing the training period).

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

• Previous troubleshooting experience on the DxA, Power Express, Power Processor, Aloquoter, Powerlink, Automate, and Intelliserve.
• Previous experience in a medical technology call center, or experience in medical laboratory, specifically Lab Automation.
• Bachelor’s degree and Experience in a Customer Service environment

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. Check out our benefits at Danaher Benefits Info.

At Beckman Coulter Diagnostics we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide.

The hourly range for this role is $31.00-$41.00 per hour. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

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.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

The U.S. EEO posters are available here.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact:1-202-419-7762 or [e-mail].