Integrated DNA Technologies (IDT) is hiring a Senior Customer Technical Support Specialist to provide advanced commercial knowledge and technical support to internal and external customers. This remote position within the Service Support Organization plays a crucial role in maintaining our 24/7 support function for Beckman Coulter chemistry instrumentation.
What You'll Do
- Field customer calls via telephone, email, and video conference to resolve hardware, software, assay, and training-related issues
- Utilize remote diagnostics to proactively monitor instruments and identify potential problems
- Act as a flexible resource to help fill workload gaps and triage general, moderate, and complex inquiries
- Assign calls to field service teams when issues cannot be resolved remotely
- Collect and analyze data, classifying complaints according to FDA requirements
- Capture and document all customer interactions in the CRM database
What We're Looking For
- Associate, vocational, or equivalent degree in biology, clinical lab science, biomedical engineering, electrical engineering, or chemistry
- 3+ years of industry-related experience with Beckman Coulter chemistry instrumentation
- Ability to clearly articulate technical information and provide direction over the phone
- Willingness to work one weekend each month and rotating on-call shift duty
Nice to Have
- Previous experience with CRM platforms
- Experience in a medical technology call center or medical laboratory
- Experience in a customer service environment
Team & Environment
You'll be part of the Customer Technical Support team within the Service Support Organization, reporting to the Supervisor Customer Technical Support.
Benefits & Compensation
- Compensation: $31.00-$41.00 per hour
- Paid time off
- Medical, dental, and vision insurance
- 401(k) retirement plan
- Eligibility for bonus and incentive pay
Work Mode
This is a fully remote position within the United States.
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.
