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Role Description

This position reports to the Supervisor Customer Technical Support, is part of the Customer Technical Support Organization and will be fully REMOTE.

In this role, you will have the opportunity to:

• Field customer calls to facilitate a 24/7 support function and resolve hardware, software, assay and training-related issues of Beckman Coulter’s existing customer base using the most cost-effective solution through telephone and other forms of communication (i.e. email, video conference, etc.).
• Utilize remote diagnostics to proactively monitor instruments against potential issues.
• Act as a flexible resource to help fill workload or process gaps and triage general, moderate and complex inquiries across all Beckman Coulter functions, assigning calls to field service when unable to resolve over the phone.
• Collect and analyze data and classify complaints according to FDA requirements.
• Capture and document all aspects of the customer interaction into CRM database.

Qualifications

• Associate, vocational or equivalent degree in any of the following disciplines: biology, clinical lab science, biomedical engineering, electrical engineering, chemistry OR military education and 5+ years of industry-related experience
• 3+ years of industry-related experience in medical laboratory immunoassay diagnostics
• Demonstrated ability to clearly articulate and provide direction over the phone.

Requirements

• Previous experience in CRM Platforms
• Medical technology call center, or experience in medical laboratory
• Experience in a customer service environment

Benefits

• Comprehensive package of benefits including paid time off
• Medical/dental/vision insurance
• 401(k) to eligible employees
• Bonus/incentive pay