Call Center Agent Supervisor in Nationwide China at Beckman Coulter Diagnostics

Date Posted: 8/29/2019

Job Snapshot

Job Description

Job ID: BEC015839

About Us

Founded in America by Professor Beckman and the Coulter brothers, Beckman Coulter Limited is dedicated to the to the development and sale of instruments, reagents, software and products that simplify and automate laboratory processing that are widely used in hospitals, clinics, and commercial laboratories worldwide. Clinical diagnostic tools implemented within company products include: laboratory automation systems, biochemical analytical systems, immunoassay systems, hematology systems, protein chemistry systems, urinalysis systems, microbiological detection and analysis systems, and blood bank analytical systems. In future developments, Beckman Coulter will continue to lead in the field of medical equipment research and development with cutting-edge technology and complete product lines, and continue to make outstanding contributions to the development of global scientific research! For more information, please visit www.beckmancoulter.com.


Description

� Respond customer calls and assess customer requirement and determine the most cost effective way to resolve a customer problem � Exercise judgment within procedures and practices to determine a resolution at optimal fix rate to achieve efficiency � Interface with service engineers and coordination resources to arrange field engineer dispatching in order to resolve customer problem on a timely manner � Monitor and collect customer complaint data in order to enhance customer satisfaction � Analyze Call Center issues, escalate to field service managers for prompt actions � Maintain customer call records and process to meet service and quality system requirement � Recommends changes on call procedures, field service and training, etc. � Fulfill region service job during turning the role between FSE and Call center agent � Provide professional service training to engineers and customers � Provide data of instrument performance to internal and external engineers

Job Requirements



Qualifications

Three years working experience and related education background is preferred. Being experienced in the customer service is preferred. This position also requires: � A highly motivated individual who is willing to take on new challenges and leading to ensure successful operation of the Call Center in Shanghai � Knowledge of China service strategy and dealers' operation � Open to change and improvement � Excellence communication, negotiation, teamwork and people skills � Field technical and products knowledge � Good analytical and process oriented skills � Capable of dealing with conflicts (internal, external) and turn conflicts into opportunity for improvement � Good computer skill on Words, PowerPoint and Excel � Excellent English skills in speaking, reading and writing

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.