Senior Customer Technical Support Specialist - 2nd Shift
New
Based in United States, 2nd shiftFull-TimeSenior
SalaryHourly compensation estimated between 31 USD and 41 USD per hour.
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Job Details
- Experience
- 3+ years
- Required Skills
- CRM
Requirements
- Associate degree, vocational training, or equivalent in biology, clinical laboratory science, biomedical engineering, electrical engineering, chemistry, or related field.
- 3+ years of experience working with clinical chemistry instrumentation, ideally Beckman Coulter systems.
- Hands-on knowledge of clinical chemistry platforms such as AU series, DxC700AU, or DxC500AU strongly preferred.
- Strong technical troubleshooting skills in laboratory or medical device environments.
- Ability to communicate complex technical information clearly and effectively over phone and digital channels.
- Experience working in medical laboratory support, medical device service, or technical call center environments preferred.
- Familiarity with CRM systems and structured case documentation practices.
- Strong customer service orientation with ability to remain calm under pressure.
- Willingness to work 2nd shift hours and cover select holidays as required.
- Strong analytical thinking and problem-solving abilities in high-stakes environments.
Responsibilities
- Provide advanced technical support to clinical laboratory customers via phone, email, and virtual communication channels.
- Troubleshoot and resolve hardware, software, assay, and instrument performance issues for clinical chemistry systems.
- Utilize remote diagnostics tools to monitor instrument performance and proactively identify potential system failures.
- Triage and resolve moderately complex technical inquiries, escalating field service cases when necessary.
- Document all customer interactions, issues, and resolutions accurately in CRM systems in compliance with regulatory requirements.
- Classify and report customer complaints in alignment with FDA and quality system standards.
- Collaborate with field service and cross-functional teams to ensure timely resolution of customer issues.
- Provide clear, step-by-step technical guidance to laboratory professionals under time-sensitive conditions.
- Support continuous improvement of support processes and knowledge sharing within the service organization.
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