Customer Technical Support Specialist

2 months ago

High Wycombe, Buckinghamshire, United Kingdom Danaher Full time

Wondering what's within Beckman Coulter Diagnostics? Take a closer look.

At first glance, you'll see that for more than 80 years we've been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We're building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and you'll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful.

Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we're working at the pace of change to improve patient lives with diagnostic tools that address the world's biggest health challenges. At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

This position is part of the Customer Technical Support Team located in High Wycombe and will be a hybrid position. You will report to the Customer Technical Support Manager responsible for Customer Technical Support. If you thrive in a fast-paced customer facing role and want to work to build a world-class Technical Customer Support organization—read on.

In this role, you will have the opportunity to:

  • Provide first line troubleshooting on a variety of Beckman Coulter Diagnostic and IT Equipment, providing hardware and software troubleshooting to users of Beckman Coulter equipment
  • Adhere to customer focus strategies to achieve business goals, increase customer satisfaction, and position Service Support as a positive sales differentiator
  • Keep accurate records and document customer service actions and discussions as well as housekeeping on all service CRM systems in a highly regulated environment
  • Utilise and develop service procedures, policies, and standards to drive Customer Satisfaction

The essential requirements of the job include:

  • Prior experience of first line Technical Support
  • Engineering or Scientific qualification
  • Good working knowledge of IT solutions including Middleware and Networking
  • Personally accountable and takes ownership, with an aptitude for problem-solving
  • A self-motivated and dedicated individual with an enthusiastic approach to customer service and has excellent communication and interpersonal skills.
  • Ability to prioritise workload and escalate customer concerns in a timely manner
  • Continuously seek to add value to the services provided and achieve first time fixes, leading to reduced breakdown times, lower costs to customer, thus gaining customer satisfaction and retention.
  • Good knowledge of Microsoft office products & confident with other IT applications.

It would be a plus if you also possess previous experience in:

  • Previous knowledge on Clinical Diagnostic platforms
  • Knowledge and understanding of laboratory practice

At Beckman Coulter Diagnostics we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide.

When you join us, you'll also be joining Danaher's global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you'll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you've ever wondered what's within you, there's no better time to find out.

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