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Danaher Corporation Senior Specialist, Technical Customer Support in Miami, Florida

The role entails providing advanced commercial knowledge and experience with the ability to support customer escalation and troubleshooting to internal and external customers. You will be asked to independently resolve complex and routine issues while be able to mentor and provide peer assistance for routine trouble shooting. You will also 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. You will be expected to understand customer utilization of the instrument and desired results and have general knowledge of concepts, theories and principles of multiple product disciplines.

Previous experience with Beckman Coulter Hematology and/or Urinalysis instrumentation is preferred.

The role entails providing advanced commercial knowledge and experience with the ability to support customer escalation and troubleshooting to internal and external customers. You will be asked to independently resolve complex and routine issues while be able to mentor and provide peer assistance for routine trouble shooting. You will also 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. You will be expected to understand customer utilization of the instrument and desired results and have general knowledge of concepts, theories and principles of multiple product disciplines.

Primary Duties and Responsibilities:

  • 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.

  • Acts as a flexible resource to help fill workload or process gaps.

  • Triage general and complex 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.

  • Ability to mentor others and be influential within the call center team, to ensure effective process and goals attained.

  • Demonstrated critical thinking and problem-solving skills

  • Demonstrated ability to investigate issues through to root cause

Required Experience:

  • Associate, vocational or equivalent degree in any of the following disciplines: biology, clinical lab science, biomedical engineering, electrical engineering, chemistry.

  • 5+ years of experience required.

  • Ability to clearly articulate and provide direction over the phone

Preferred Experience:

  • Previous troubleshooting experience on electromechanical instrumentation

  • Previous experience in a medical technology call center, or experience in medical laboratory

  • Experience in a Customer Service environment

  • Previous experience with Beckman Coulter Hematology and/or Urinalysis instrumentation is preferred.

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at 202.419.7762 or applyassistance@danaher.com to request accommodation.If you’ve ever wondered what’s within you, there’s no better time to find out.

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