Danaher Corporation Specialist Technical Customer Support, Remote in Dallas, Texas
The role entails providing general technical support to internal and external customers. You will be asked to distinguish between hardware, reagent, and software issues, with the goal of resolving the customer’s issue over the phone or dispatching the appropriate resource that will resolve the issue
Fielding Customer Calls to Facilitate 24/7 Support Function.
Through telephone and electronic (i.e. email) technology provide resolutions on Hardware, Software, Assay and Training related calls from existing customer base.
Measured on ability to work efficiently and resolve customer issues using the most cost-effective solution.
Triage general inquires across other Beckman Coulter functions.
Assign calls to field service when unable to resolve over the phone.
Utilize remote diagnostics to proactively monitor instruments against potential issues.
Collect and analyze data and classify complaints according to FDA requirements
Capture and document all aspects of the customer interaction into CRM database.
Adhering to and working within defined procedures and practices to determine appropriate actions
Continually build upon current knowledge and grow with the expanding Beckman Coulter product menu.
Demonstrated critical thinking and problem-solving skills
Demonstrated ability to investigate issues through to root cause
1+ years’ previous customer service experience
If working remotely, have a quiet place to set up an office devoid of noise and distractions
Experience with an ERP system preferably Oracle or Service Max.
Experience with Beckman Coulter instrumentation/software a strong plus.
The hourly rate or salary range for this role is $21 to $28/hr . This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in Colorado. This range may be modified in the future.
• This job is also eligible for 5% bonus .
• We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.
• You can apply for this role through the Careers Page at https://jobs.danaher.com/global/en/ (or through the Workday “Find Jobs” function if you are a current employee)
• Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified 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. The “EEO is the Law” poster is available here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .