Senior, Customer Technical Support in Brea, California at Beckman Coulter Diagnostics

Date Posted: 9/30/2018

Job Snapshot

Job Description

Job ID: BEC012271

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

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.
We are seeking a dynamic, highly-engaged, self-motivated individual to join our Hotline team!  In this role you will respond to customer calls to provide technical support for medical lab analyzer(s).  With the primary expectation for the incumbent to include troubleshooting with customers and company staff to distinguish between hardware, software and/or reagent issues to resolve over the phone or dispatch the appropriate resource.
This job has a rotation to day/swing and potentially overnight shifts as needed for 24 x 7 call coverage and may include a rotation of holidays and weekends. 
Job Responsibilities:
  • Responds to customer calls to provide technical support for medical lab analyzer(s).
  • Primary expectations for the incumbent include troubleshooting with customers and company staff to distinguish between hardware, software and/or reagent issues to resolve over the phone or dispatch the appropriate resource.
  • Collects and analyzes data to enhance customer satisfaction.
  • Classifies customer complaint information according to FDA requirement before forwarding it for resolution
  • Exercises judgment within defined procedures and practices to determine appropriate action
  • Additional responsibilities for the incumbent include; developing and tracking technical training projects, timely completion and adherence to policies and procedures relating to department and company training requirements
  • The incumbent will work closely with team members to ensure timely response to customer demands

Job Requirements



Qualifications

  • Associates Degree in Science (e.g., Biology, Chemistry, etc.)
  • No less than 3 years’ previous customer service experience
  • Ability to work Rotation Days and on call 24/7 including Holidays and weekends 
Preferred Experience:
  • Bachelor’s degree in Science (e.g., Biology, Chemistry, Clinical Lab Science, etc.)
  • Previous troubleshooting experience on electromechanical instrumentation.
  • Previous experience in a medical technology call center or experience in a medical laboratory
  • Experience with an ERP system preferably Oracle




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 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 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.