The
AdvancedCustomer Technical Support Specialist is responsible for providing technical support to our customers through telephone and other forms of communication (i.e. email, video conference, etc.). This position is expected to provide resolutions to Hardware, Software, Assay and Training related calls from Beckman Coulter's existing customer base in a 24/7 support environment.
This position reports to the Customer Technical Support Supervisor, is part of the Customer Technical Support Organization (CTSO) Team that operates Monday-Friday 7:00 AM-7:00 PM ET and weekends 7:30 AM-4:00 PM ET, and will be fully
REMOTE.
In this role, you will have the opportunity to:- You will be asked to independently resolve complex and routine issues on the microbiology product line.
- You will also be asked to distinguish between hardware, reagent, and software issues, with the goal of resolving the customer's issue over the phone or dispatching the appropriate resource that will resolve the issue.
- You will be expected to use soft skills and maintain quality standards to ensure compliance.
The essential requirements of the job include:- Bachelor's degree in biology, medical technology, medical laboratory technical, or clinical laboratory scientist AND 5+ years of lab or field experience required.
- Ability to clearly articulate and provide directions over the phone or via email.
- MUST BE available to work weekend
It would be a plus if you also possess previous experience in:- Previous troubleshooting experience on the autoSCAN-4, DxM WalkAway, Copan WASP, Copan WASPLab, or LabPro
- Previous experience in a medical technology call center, or experience in medical laboratory, specifically Microbiology
- Experience in a Customer Service environment
Beckman Coulter Diagnostics, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.
At Beckman Coulter Diagnostics we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide.
The hourly range for this role is $38.00 - $46.00 per hour. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.
This job is also eligible for bonus/incentive pay.
We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The 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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