Senior Customer Technical Support Specialist, Lab Automation – 3rd Shift

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical assistance to customers via telephone, email, video conferencing, and other communication channels.

• Address and resolve issues related to hardware, software, assays, and training inquiries.

• Effectively handle both complex and routine problems pertaining to the Lab Automation product line independently.

• Differentiate between hardware and software-related concerns.

• Troubleshoot customer issues over the phone or coordinate with the appropriate resources for resolution.

• Employ soft skills while adhering to quality standards to ensure compliance.

• Provide regularly scheduled on-call support after completing the necessary training.

• Work Wednesday through Saturday, four 10-hour shifts, during 3rd Shift hours from 4:30 PM ET to 3:00 AM ET the following day.

• Assist Beckman Coulter's existing customer base within a 24/7 support framework.

⛳️ Requirements

• A Bachelor's degree in biology, medical technology, medical laboratory technology, or as a clinical laboratory scientist.

• A minimum of 3 years of experience in a laboratory or field setting.

• Strong ability to communicate clearly and provide guidance over the phone or through email.

• Availability for regularly scheduled on-call support after successfully completing the training phase.

• Previous experience troubleshooting on devices such as DxA, Power Express, Power Processor, Aloquoter, Powerlink, Automate, and Intelliserve is advantageous.

• Prior experience in a medical technology call center or medical laboratory, particularly in Lab Automation, is a plus.

• A Bachelor's degree alongside experience in a Customer Service setting would be beneficial.

🏝️ Benefits

• Comprehensive benefits programs.

• Paid time off.

• Medical, dental, and vision insurance.

• 401(k) plan.

• Bonus and incentive pay.

• Flexible, remote work arrangements for eligible positions.

• Option for remote work from home.