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Danaher Corporation Specialist Technical Customer Support, Remote in Phoenix, Arizona

Provide technical phone troubleshooting/consulting to customers and company staff for the Informatics product line of products including software, client Laboratory Information System (LIS) and some hardware issues in order to resolve inquiries/issues or assign to field support for handling onsite when needed. Resolves Local and Wide Area Network issues. Fast-paced. Need to be able to multi-task.

The position could be any shift including weekend rotation. On-call weekly rotation approximately every 8 weeks. Holiday rotations and assist back filling vacation requests or gaps for other shifts required when necessary.

Primary Duties and Responsibilities:

  • Handling Customer Calls to Facilitate 24/7 Support Function. Through telephone and electronic (i.e. email, fax, remote diagnostics) technology provide technical resolutions on primarily, Software and LIS related calls from existing customer base.

  • Utilize remote diagnostics to assess client server or workstations.

  • Assign calls to field service when unable to resolve over the phone.

  • Recognize and communicate product issues, complaints and improvements.

  • Possess excellent phone soft skills and communication skills, both verbal and written.

  • Capture and document all aspects of the customer interactions/issues into a customer interaction database.

  • Adhere to and work within defined procedures and practices to determine appropriate actions.

  • Demonstrate ability to investigate issues through to root cause.

  • Collect and analyze data and classify complaints according to FDA requirements.

  • Continually build upon current knowledge and grow with the expanding Beckman Coulter product menu.

Required Qualifications:

  • Associates Degree in Information Technology

  • 0-2 years previous customer service experience

  • If working remotely, have a quiet place to set up an office devoid of noise and distractions.

Preferred Experience:

  • Bachelor’s Degree in Information Technology, preferably with previous experience in a medical technology call center or clinical laboratory.

  • Networking and/or Laboratory Information System (LIS) customization/configuration and troubleshooting experience preferred.

  • 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 $45k to $60k . 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% incentive pay .

    • 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.

    #LI-Remote

    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) .

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