Technical Customer Support Engineer - Automation (m/f/d) in Munich, Germany at Beckman Coulter Diagnostics

Date Posted: 6/20/2019

Job Snapshot

Job Description

Job ID: BEC014630

About Us

Beckman Coulter develops, manufactures and markets products that simplify, automate and innovate complex biomedical testing. Our diagnostic systems, found in hospitals and other critical care settings around the world, produce information used by physicians to diagnose disease, make treatment decisions and monitor patients. Scientists use our life science research instruments to study complex biological problems including causes of disease and potential new therapies or drugs. More than 275,000 Beckman Coulter systems operate in both diagnostics and life sciences laboratories on all seven continents. For 80 years, our products have been making a difference in peoples’ lives by improving the productivity of medical professionals and scientists, supplying critical information for improving patient health and reducing the cost of care.
Beckman Coulter offers a broad array of comprehensive, competitive benefit programs that add value to associates' and their families' lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits. We think you'll like what you see.
If you believe your education and experience are in line with the position description and qualifications referred to above, and are motivated, energetic, and looking for a new and exciting opportunity, please submit your resume online at the URL below or at www.beckmancoulter.com.
Beckman Coulter is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.


Description

After an extensive training and mentoring period in Munich, as L2 Subject Matter Expert for Automation with primary focus on DxA, you will work closely with the Munich Business Unit and the specialists in the EU & HGM countries. 

You will focus on the following tasks:
  • Provide effective and high-class product and field support in all focused and assigned territories.
  • Implement and drive support plans in conjunction with country specialists to enhance service efficiency, products performance and customer satisfaction.
  • Work actively on solutions for technical product issues, especially for hardware and software troubleshooting (e.g. inquiries, support requests, customer feedback).
  • Prepare, organize and conduct technical service trainings for technical support staff and field service personnel of the Eu & HGM BC subsidiaries and distribution partners.
  • Prepare, organize and conduct train-the-trainer plans for the technical and training staff of the EU & HGM contacts to strengthen and enhance the BC field service workforce.
  • Establish and maintain effective communication networks with appropriate technical support staff and service management within the EU & HGM region to exchange product issues and enhance technical know-how and expertise.
  • Collect and distribute product updates and technical information on a regular basis.
  • Actively support the region on technical escalations and drive a resolution in close cooperation with the country specialists and service management.
  • Works independent on solutions of assigned complex issues to meet company requirements and customer satisfaction.
  • Support and actively drive the release of new products as well as software and hardware modifications, including relevant field evaluation in cooperation with Business Center Product Support and field service personnel. 
  • Determine the need for product design improvements and liaise with Business Center Technical Support for possible implementation.

Additional Focus Areas:

  • Develop and maintain a close working relationship with the Technical Support Specialists and Field Service Engineers for the region and provide them with technical support and guidance.
  • Ensure key performance metrics, including unscheduled repair visit reduction, issue resolution time and departmental efficiency are met or exceeded.
  • Adheres to policies and procedures and meet regulatory requirements.
  • All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.
  • Lead functional teams or projects and take on assigned leadership roles to drive towards successful completion of assigned tasks and projects.

Job Requirements



Qualifications

  • Bachelor’s degree in field with 9+ and/or Master degree with 7+ and/or proven technical education with at least 15+ years related experience in a technical environment (experience working in clinical laboratory diagnostic environment is a plus).
  • Proven performance growth track over many years in a Customer Service role.
  • Excellent time management, organizational and training skills.
  • Able to work independently and in a team environment as well as in cross functional groups.
  • Strive for service excellence as well as internal and external customer satisfaction.
  • Experience using the Kaizen method and/or other process improvement and problem-solving tools.
  • Extensive knowledge of technical principles, theories, concepts, and understanding of customers and laboratory practices and standards in the highly regulated diagnostic (IVD) market is a plus.
  • Verbal and written English communication and organizational skills; German is a plus.
  • Proficient computer skills in Microsoft applications, especially MS Office and cloud based environment.
  • Ability and willingness to travel (up to 50%) within the EU and HGM region on short notice. 


Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.

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