Beckman Coulter Diagnostics, a Danaher company, is hiring a Customer Technical Support Specialist, Informatics to join our 24/7 support function. In this remote role, you will provide technical phone troubleshooting and consulting to clinical laboratory and IT customers, resolving inquiries for our middleware and LIS software or assigning them to field support. You will report to a Supervisor, Customer Support as part of our Service Organization.
What You'll Do
- Handle customer calls by resolving technical product issues to support a 24/7 function.
- Assign calls to Field Service or Field Applications when unable to resolve over the phone.
- Investigate and recognize issues through to root cause, and communicate product issues, complaints, and improvements.
- Collect and analyze data and classify complaints according to FDA requirements.
- Capture and document all aspects of customer interactions and issues into a customer interaction database.
What We're Looking For
- A Bachelor's Degree OR Associate's Degree in Medical Laboratory Technology or equivalent.
- 3+ years' experience working with Laboratory Information System (LIS) customization, configuration, and troubleshooting.
- 3+ years' experience troubleshooting Beckman Coulter REMISOL Advance middleware.
- Ability and willingness to work holidays, some weekends, and on-call shifts.
Nice to Have
- Strong organizational skills with the ability to work well under pressure in a fast-paced environment.
- Competency in diagnosing, resolving, and documenting complex technical issues.
Technical Stack
- Laboratory Information System (LIS) software
- Beckman Coulter REMISOL Advance middleware
- Middleware software
Team & Environment
You will be part of the Service Organization, reporting to a Supervisor, Customer Support.
Benefits & Compensation
- Compensation range: $26.44-$36.00 per hour.
- Paid time off.
- Medical, dental, and vision insurance.
- 401(k).
- Bonus and incentive pay eligibility.
Work Mode
This is a fully remote position.
Beckman Coulter Diagnostics and Danaher 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.
