Customer Technical Support Specialist, Informatics - Off Shift - REMOTE

Danaher•New York, NY

1d•$26 - $36•Remote

About The Position

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Beckman Coulter Diagnostics, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. As a global leader in clinical diagnostics, Beckman Coulter Diagnostics has challenged convention to elevate the diagnostic laboratory’s role in improving patient health for more than 90 years. Our diagnostic solutions are used in routine and complex clinical testing, and are used in hospitals, reference and research laboratories, and physician offices around the world. Every hour around the world, more than one million tests are run on Beckman Coulter Diagnostics systems, impacting 1.2 billion patients and more than three million clinicians per year. From uncovering the next clinical breakthrough, to rapid and reliable sample analysis, to more rigorous decision making—we are enabling clinicians to deliver the best possible care to their patients with improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence. Learn about the Danaher Business System which makes everything possible. Working either the 2nd Shift hours of 3:00 PM-11:00 PM ET OR 3rd Shift hours of 5:00 PM-1:30 AM ET (Monday to Friday), the Customer Technical Support Specialist, Informatics for Beckman Coulter Diagnostics is responsible for providing technical phone troubleshooting & consulting to clinical laboratory and IT customers and internal company staff for the Informatics product line of products including middleware software, Laboratory Information System (LIS) software and some computer hardware issues in order to resolve inquiries/issues or assign to field support for handling onsite when needed. This position reports to the Supervisor, Customer Support responsible for handling customer calls to facilitate 24/7 support function, is part of the Service Organization and will be fully REMOTE. In this role, you will have the opportunity to: Handle customer calls by resolving technical product issues to support a 24/7 support function, assigning calls to Field Service or Field Applications when unable to resolve over the phone. Investigate and recognize issues through to root cause, and communicate product issues, complaints, and improvements. Collect and analyze data and classify complaints according to FDA requirements, capturing and documenting all aspects of the customer interactions/issues into a customer interaction database. At Beckman Coulter Diagnostics we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide. Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. For more information, visit www.danaher.com. 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. The U.S. EEO posters are available here. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact:1-202-419-7762 or applyassistance@danaher.com.

Requirements

Bachelor's Degree OR Associate's Degree in Medical Laboratory Technology or equivalent.
3+ years' experience working with Laboratory Information System (LIS) customization/configuration and troubleshooting Beckman Coulter REMISOL Advance middleware.
Ability & willingness to work holidays, some weekends and on-call shifts
During the first year (training period), this position requires up to 25% travel, which may potentially include overnight stays. Once training is completed, the travel will be reduced to up to 5% travel.

Nice To Haves

Strong organizational skills with the ability to work well under pressure in a fast-paced environment.
Show competency in diagnosing, resolving and documenting complex technical issues.

Responsibilities

Handle customer calls by resolving technical product issues to support a 24/7 support function, assigning calls to Field Service or Field Applications when unable to resolve over the phone.
Investigate and recognize issues through to root cause, and communicate product issues, complaints, and improvements.
Collect and analyze data and classify complaints according to FDA requirements, capturing and documenting all aspects of the customer interactions/issues into a customer interaction database.