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Senior Customer Technical Support Specialist - Informatics, Remote

Company: Beckman Coulter
Location: Brea
Posted on: June 25, 2022

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 forward. Join a team where you can be heard, be supported, and always be yourself. We're building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look 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 Danaher. Together, 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 needed. Resolves Local and Wide Area Network issues. Fast-paced. Need 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 rotations. On-call weekly rotation approximately every 6 weeks. Holiday rotations and assist back filling vacation requests or gaps for other shifts required when necessary. Our 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 results. If 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 Function. Through telephone and electronic (i.e. email, 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 organizationPossess 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 menu.The essential requirements of the job include:Associates Degree in Information Technology3+ years' previous customer service experienceExperience with an ERP system preferably Oracle or Service Max/Sales ForceExperience with Beckman Coulter instrumentation/software and/or other clinical laboratory instrumentationHave a quiet place to set up an office devoid of noise and distractionsPreferred Experience:Bachelor's Degree in Information Technology and/or in Medical Technology, preferably with previous experience in a medical technology call center or clinical laboratoryNetworking and/or Laboratory Information System (LIS) customization/configuration and troubleshooting experience preferredExperience with Beckman Coulter Remisol Advance software a strong plus.This is a remote day shift including weekend day and/or swing shift rotations position. On-call weekly rotation approximately every 6 weeks. Holiday 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 posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in Colorado. This 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 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.#LI-RemoteDanaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We 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 win. As 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.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. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.The EEO posters are available here.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at applyassistance@danaher.com to request accommodation.If you've ever wondered what's within you, there's no better time to find out.

Keywords: Beckman Coulter, Fullerton , Senior Customer Technical Support Specialist - Informatics, Remote, IT / Software / Systems , Brea, California

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