Responsibilities
- Field customer calls to facilitate a 24/7 support function and resolve hardware, software, assay and training-related issues of Beckman Coulter’s existing customer base using the most cost-effective solution through telephone and other forms of communication (i.e. email, video conference, etc.).
- Utilize remote diagnostics to proactively monitor instruments against potential issues. Act as a flexible resource to help fill workload or process gaps and triage general, moderate and complex inquires across all Beckman Coulter functions, assigning calls to field service when unable to resolve over the phone.
- Collect and analyze data and classify complaints according to FDA requirements. Capture and document all aspects of the customer interaction into CRM database.
Requirements
- Associate, vocational or equivalent degree in any of the following disciplines: biology, clinical lab science, biomedical engineering, electrical engineering, chemistry OR military education and 5+ years of industry-related experience
- 3 + years of industry-related experience in medical laboratory immunoassay diagnostics
- Demonstrated ability to clearly articulate and provide direction over the phone.
Nice to Have
- CRM Platforms
- Medical technology call center, or experience in medical laboratory
- Experience in a customer service environment
Benefits
- broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job.
- medical/dental/vision insurance and 401(k) to eligible employees.
- This job is also eligible for bonus/incentive pay.
Additional Information
- The hourly range for this role is $31.00-$41.00 per hour. 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. This range may be modified in the future.
- Working the 2nd shift hours of 3:00 PM-11:30 PM CT
- 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.
