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Sr. Customer Escalation Specialist in Indianapolis, Indiana at Beckman Coulter Diagnostics

Date Posted: 4/8/2019

Job Snapshot

Job Description

Job ID: BEC014600

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
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.


Position Objective:
This position will be the primary coordinator for sales/service escalations with regards to all customers concerns. In this role you will act as the primary facilitator and point-of-contact for all service escalations by coordinating among sales reps, business functions, field team and technical staff. You will ensure that all service escalations and complaints are managed to the excellent professional standards and within Beckman Coulter’s Standard Work (SW).

Essential Job Functions:

⦁ Demonstrates a strong sense of ownership with escalated issues and analyze situations promptly to determine the proper course of action and prioritize tasks accordingly.
⦁ Builds, develops, and enhances customer experience to ensure customer retention.
⦁ Build, develop and deliver customized escalation data analytics.  
⦁ Identifies and reports systemic issues causing complaints to improve processes and deliverables.
⦁ Facilitates collaboration amongst all parties involved, as it relates to escalation situations.
⦁ Project a professional company image through phone interactions with both external and internal customers.
⦁ Notices trends that improve customer experience and satisfactions.
⦁ Identifies areas of duplication in efforts and streamlines workflows.
⦁ Performs other related duties and tasks as assigned.

Job Requirements


Competencies (Knowledge, Skills and Abilities):
⦁ Ability to work effectively and possess demonstrated time management and strong personal organization.
⦁ Ability to create and deliver complex reporting and possess the ability to simplify and communicate escalation issues to senior leadership.
⦁ Must possess strong data management experience.
⦁ Ability to thrive in a fast-paced, matrixed environment. 
⦁ Must have the ability to get results through.
⦁ Must have the ability to hold others accountable when creating commitments and attaining results.  
⦁ Skilled at conflict resolution and possess the ability to effectively build consensus amongst peers. 
⦁ Demonstrated critical thinking and problem-solving skills to drive to root cause.
⦁ Excellent written and verbal communication skills.

Experience, Educational Requirements and Certifications:
⦁ Bachelor’s degree in Communications, Business Administration or similar field, with no less than 2+ years of medical diagnostic industry experience or master’s degree in field with 0-2 years of medical diagnostic experience.

Diversity & Inclusion
At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

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.