1st, 2nd or 3rd shift positions. Will require rotating weekends, holidays and to backfill vacation requests for other team members.
+ Provide general technical consulting to customers and company staff distinguishing among hardware, reagent and software issues in order to resolve or dispatch the appropriate resource at minimum company expense.
+ Associate will work in the Miami, Florida campus.
+ 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.
+ 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 interactions/issues into Oracle 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.
+ Associates Degree in (biology, clinical lab science, biomedical engineering, electrical engineering, chemistry)
+ 1-2 years’ previous customer service experience
+ Demonstrated critical thinking and problem -solving skills
+ Demonstrated ability to investigate issues through to root cause
+ Bachelor’s degree in (biology, clinical lab science, biomedical engineering, electrical engineering, chemistry)
+ Previous troubleshooting experience on electromechanical instrumentation
+ Previous experience in a medical technology call center or experience in a medical laboratory
+ Experience with an ERP/CRM system preferably Oracle
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 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.