Responsibilities
- 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.
Requirements
- Associate, vocational or equivalent degree in any of the following disciplines: biology, clinical lab science, biomedical engineering, electrical engineering, chemistry
- 3+ years of industry-related experience with Beckman Coulter chemistry instrumentation
- Ability to clearly articulate and provide direction over the phone
- Willing to work one weekend each month and rotating on-call shift duty
Nice to Have
- Previous experience in CRM Platforms
- Medical technology call center, or experience in medical laboratory
- A customer service environment
- Experience with Beckman Coulter chemistry instrumentation
Compensation
The hourly base range for this role is $31.00-$41.00 per hour.
Team
Reports to: Supervisor Customer Technical Support
Additional Information
- Willing to work one weekend each month
- Rotating on-call shift duty
- Eligible for remote work arrangement from home
- No mention of language requirements beyond English (implied by context)
- No travel requirements mentioned
- No equipment or clearance requirements specified
- No background check or probation period explicitly mentioned
- No contract duration or relocation assistance specified
