Customer Technical Support Specialist - Informatics; Remote - Overnight Shift/Rotating Weekend/On Call

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 Informatics Customer Technical Support Specialist 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. 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:

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

The essential requirements of the job include:

• Experience with troubleshooting laboratory Middleware - Remisol preferred.
• 1+ years previous customer service experience
• Associates Degree or Bachelor's Degree in Medical Laboratory Technology or equivalent.

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

• Show competency in diagnosing, resolving and documenting complex technical issues.
• Strong organizational skills with the ability to work well under pressure in a fast-paced environment.
• Networking and/or Laboratory Information System (LIS) customization/configuration and troubleshooting Beckman Coulter Remisol Advance middleware and Clinical Instrumentation Systems

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 $21.88 to $28.99/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.

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.