Senior Customer Technical Support Specialist, Informatics - 3rd Shift - REMOTE

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 Senior Customer Technical Support Specialist, Informatics for Beckman Coulter Diagnostics is responsible for providing technical phone troubleshooting & consulting to clinical laboratory and IT customers and 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.

This position is part of the Service Organization and will be fully REMOTE, working a "4 on 3 off" schedule on 3rd shift, with hours of 11:00 PM-8:30 AM ET, once training period concludes. At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

You will be a part of the Customer Technical Support team and report to the Supervisor, Customer Support responsible for handling customer calls to facilitate 24/7 support function.

Through telephone and electronic (i.e. email, fax, remote diagnostics) technology providing technical resolutions on primarily software, LIS and network related calls from an existing customer base. If you thrive in a fast-paced role and want to work to build a world-class service organization—read on.

In this role, you will have the opportunity to:

• Handle customer calls by resolving technical product issues to support a 24/7 support function, assigning calls to Field Service or Field Applications when unable to resolve over the phone.
• Investigate and recognize issues through to root cause, and communicate product issues, complaints, and improvements.
• Collect and analyze data and classify complaints according to FDA requirements, capturing and documenting all aspects of the customer interactions/issues into a customer interaction database.

The essential requirements of the job include:

• Associates Degree OR Bachelor's Degree in Medical Laboratory Technology or equivalent.
• Minimum 3 years' experience working with Laboratory Information System (LIS) customization/configuration and troubleshooting Beckman Coulter Remisol Advance middleware.
• Previous Customer Technical Support experience.

It would be a plus if you also possess previous experience in:

• Strong organizational skills with the ability to work well under pressure in a fast-paced environment.
• Show competency in diagnosing, resolving and documenting complex technical issues.

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 $31.00 to 42.00 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. We may ultimately pay more or less than the posted range.

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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Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. 

For more information, visit www.danaher.com.

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.

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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.