Beckman Coulter Diagnostics, a Danaher company, is hiring a Senior Customer Technical Support Specialist to work fully remote on 2nd shift hours (3:00 PM-11:30 PM CT). You will provide advanced commercial knowledge and experience to both internal and external customers.
What You'll Do
- Field customer calls for a 24/7 support function and resolve hardware, software, assay, and training-related issues.
- Utilize remote diagnostics to proactively monitor instruments against potential problems.
- Act as a flexible resource to fill workload or process gaps and triage general, moderate, and complex inquiries.
- Assign calls to field service when unable to resolve issues over the phone.
- Collect and analyze data and classify complaints according to FDA requirements.
- Capture and document all aspects of the customer interaction into the CRM database.
What We're Looking For
- Associate, vocational, or equivalent degree in biology, clinical lab science, biomedical engineering, electrical engineering, chemistry OR military education and 5+ years of industry-related experience.
- 3+ years of industry-related experience in medical laboratory immunoassay diagnostics.
- Demonstrated ability to clearly articulate and provide direction over the phone.
Nice to Have
- Experience with CRM Platforms.
- Experience in a medical technology call center or a medical laboratory.
- Experience in a customer service environment.
Technical Stack
- CRM Platforms
- Remote diagnostics
Team & Environment
You will be part of the Customer Technical Support Organization, reporting to a Supervisor of Customer Technical Support.
Benefits & Compensation
- Compensation: $31.00-$41.00 per hour
- Paid time off
- Medical, dental, and vision insurance
- 401(k)
- Eligibility for bonus and incentive pay
Work Mode
This is a fully remote position.
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.
