Senior Customer Technical Support Specialist - REMOTE

Beckman Coulter Dx North America; New York (NY); Remote; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Customer Technical Support Specialist to join their dynamic team. This fully remote role offers the chance to provide advanced technical support to customers, ensuring they receive the best service possible. You will be responsible for resolving a variety of issues, utilizing remote diagnostics, and documenting interactions in a CRM system. This position is perfect for those who thrive in a fast-paced environment and are passionate about improving healthcare through innovative diagnostic tools. Join a culture that values diversity and supports your career growth.

Benefits

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Qualifications

• 3+ years of industry-related experience in a technical support role.
• Ability to articulate technical information clearly over the phone.

Responsibilities

• Field customer calls to resolve hardware and software issues.
• Utilize remote diagnostics to monitor instruments and triage inquiries.

Skills

Customer Service

Technical Support

Remote Diagnostics

Data Analysis

Communication Skills

Education

Associate Degree in Biology

Vocational Degree in Biomedical Engineering

Degree in Clinical Lab Science

Tools

CRM Platforms

Job description

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.

The Senior Customer Technical Support Specialist for Beckman Coulter Diagnostics is responsible for providing advanced commercial knowledge and experience to internal and external customers.

This position is part of the Service Support Organization and will be FULLY REMOTE. At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

You will be a part of the Customer Technical Support team, and report to the Supervisor Customer Technical Support. If you thrive in a fast paced, supporting role and want to work to build a world-class technical support organization—read on.

In This Role, You Will Have The Opportunity To

• Field customer calls to facilitate a 24/7 support function and resolve hardware, software, assay and training-related issues of Beckman Coulter’s existing customer base using the most cost-effective solution through telephone and other forms of communication (i.e. email, video conference, etc.).
• Utilize remote diagnostics to proactively monitor instruments against potential issues. Act as a flexible resource to help fill workload or process gaps and triage general, moderate and complex inquires across all Beckman Coulter functions, assigning calls to field service when unable to resolve over the phone.
• Collect and analyze data and classify complaints according to FDA requirements. Capture and document all aspects of the customer interaction into CRM database.
  
  

The Essential Requirements Of The Job Include

• Associate, vocational or equivalent degree in any of the following disciplines: biology, clinical lab science, biomedical engineering, electrical engineering, chemistry, AND 3+ years of industry-related experience.
• Willing to work one weekend each month and rotating on-call shift duty.
• Ability to clearly articulate and provide direction over the phone.
  
  

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

• CRM Platforms
• Medical technology call center, or experience in medical laboratory
• A customer service environment
  
  

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 base 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. 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.

The EEO posters are available here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at [e-mail] to request accommodation.