Job details
Job type full-time
Full 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 forwardJoin a team where you can be heard, be supported, and always be yourselfWe’re building a culture that celebrates backgrounds, experiences, and perspectives of all our associatesLook 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 danaherTogether, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges.
The customer technical support specialist for beckman coulter diagnostics is responsible for providing technical phone troubleshooting/consulting to clinical laboratory staff and it customers and also to internal company staff for the informatics product line of products including middleware software, laboratory information system (lis) software and some computer hardware issues in order to resolve inquiries/issues or assign to field support for handling onsite when neededResolves local and wide area network issuesFast-pacedNeed to be able to multi-task.
This position is part of the customer technical support organization for informatics and is a fully remote hybrid day/swing shift including weekend rotationsOn-call weekly rotation approximately every 6 weeksHoliday rotations and assist back filling vacation requests or gaps for other shifts required when necessaryOur vision at beckman coulter diagnostics is to advance health care for every person by relentlessly reimagining healthcare one diagnosis at a time.
You will be part of the informatics customer technical support team and will report to the supervisor/manager of informatics customer technical support responsible for providing world-class remote technical troubleshooting ensuring the accurate reporting of patient resultsIf you thrive in an amazing fast-paced, highly talented and supporting role and want to work to build a world-class customer technical support organization —read on.
Primary duties and responsibilities:
Handling customer calls to facilitate 24/7 support functionThrough telephone and electronic (i.eEmail, fax, remote diagnostics) technology provide technical resolutions on primarily software, lis and network related calls from existing customer base.
Apply remote diagnostics to assess client server or workstations.
Assign calls to field service when unable to resolve over the phone.
Recognize and communicate product issues, complaints and improvements.
Serves as a mentor for peers and new hires to the organization
Possess excellent phone soft skills and communication skills, both verbal and written.
Work successfully in both a team and individual environment.
Capture and document all aspects of the customer interactions/issues into a customer interaction database.
Adhere to and work within defined procedures and practices to determine appropriate actions.
Demonstrate ability to investigate issues through to root cause.
Collect and analyze data and classify complaints according to fda requirements.
Continually build upon current knowledge and grow with the expanding beckman coulter product menuThe essential requirements of the job include :
Associates degree in information technology
3+ years’ previous customer service experience
Experience with an erp system preferably oracle or service max/sales force
Experience with beckman coulter instrumentation/software and/or other clinical laboratory instrumentation
Have a quiet place to set up an office devoid of noise and distractions preferred experience:
Bachelor’s degree in information technology and/or in medical technology, preferably with previous experience in a medical technology call center or clinical laboratory
Networking and/or laboratory information system (lis) customization/configuration and troubleshooting experience preferred
Experience with beckman coulter remisol advance software a strong plus.
This is a remote day shift including weekend day and/or swing shift rotations positionOn-call weekly rotation approximately every 6 weeksHoliday rotations and assist back filling vacation requests or gaps for other shifts required when necessary.
The hourly rate or salary range for this role is $28.84 to $36.00 This is the range that we in good faith believe is the range of possible compensation for this role at the time of this postingWe may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in coloradoThis range may be modified in the future.
This job is also eligible for 5% incentive pay .
We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.
You can apply for this role through the careers page at https://jobs.danaher.com/global/en/ (or through the workday “find jobs” function if you are a current employee)
Note: no amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinableThe 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.
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Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heardWe believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.
When you join us, you’ll also be joining danaher’s global organization, where 80,000 people wake up every day determined to help our customers winAs an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful danaher business system tools and the stability of a tested organization.
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