Senior Customer Technical Support Specialist - 1st Shift
New
Based in United StatesFull-TimeSenior
SalaryCompetitive hourly compensation with eligibility for performance-based bonus incentives.
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Job Details
- Experience
- 3+ years of experience with clinical chemistry instrumentation
- Required Skills
- TroubleshootingTechnical supportCRM
Requirements
- Associate degree, vocational training, or equivalent in biology, clinical laboratory science, biomedical engineering, chemistry, or related field.
- 3+ years of experience with clinical chemistry instrumentation.
- Hands-on experience supporting Beckman Coulter clinical chemistry systems (such as AU series or DxC platforms) or similar diagnostic laboratory instruments.
- Strong understanding of laboratory workflows, clinical diagnostics, and instrument troubleshooting in a regulated environment.
- Excellent verbal communication skills with the ability to clearly guide users through technical problem-solving over the phone.
- Experience in a customer support, medical laboratory, or medical technology call center environment.
- Familiarity with CRM systems and structured case management processes.
- Strong analytical thinking, attention to detail, and ability to manage multiple technical issues simultaneously.
- Willingness to work assigned 1st shift hours and meet limited holiday coverage requirements.
Responsibilities
- Provide advanced technical support to customers by resolving hardware, software, assay, and workflow-related issues for clinical chemistry instruments through phone, email, and virtual communication channels.
- Use remote diagnostic tools to proactively monitor systems, identify potential issues, and reduce instrument downtime across customer sites.
- Triage and manage moderate to complex technical inquiries, escalating to field service teams when necessary to ensure timely resolution.
- Collect, analyze, and document customer interactions and complaints in CRM systems in compliance with FDA and regulatory requirements.
- Support continuous improvement by accurately capturing service data and contributing to knowledge sharing across the support organization.
- Maintain high-quality communication with laboratory professionals to ensure clear troubleshooting guidance and customer satisfaction.
- Ensure adherence to compliance standards, internal processes, and quality guidelines in all customer interactions.
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