Customer Technical Support at Beckman Coulter Diagnostics (Miami, FL)

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About Us: Wonder What's Within Beckman Coulter ?

Beckman Coulter develops, manufactures and markets products that simplify, automate and innovate complex biomedical testing. Our diagnostic systems, found in hospitals and other critical care settings around the world, produce information used by physicians to diagnose disease, make treatment decisions and monitor patients. Scientists use our life science research instruments to study complex biological problems including causes of disease and potential new therapies or drugs. More than 275,000 Beckman Coulter systems operate in both diagnostics and life sciences laboratories on all seven continents. For 80 years, our products have been making a difference in peoples' lives by improving the productivity of medical professionals and scientists, supplying critical information for improving patient health and reducing the cost of care.

Beckman Coulter offers a broad array of comprehensive, competitive benefit programs that add value to associates' and their families' lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits. We think you'll like what you see.

If you believe your education and experience are in line with the position description and qualifications referred to above, and are motivated, energetic, and looking for a new and exciting opportunity, please submit your resume online at the URL below or at

Beckman Coulter is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

The role entails providing advanced commercial knowledge and experience with the ability to support customer escalation and troubleshooting to internal and external customers. You will be asked to independently resolve complex and routine issues while be able to mentor and provide peer assistance for routine trouble shooting. You will also be asked to distinguish between hardware, reagent, and software issues, with the goal of resolving the customer's issue over the phone or dispatching the appropriate resource that will resolve the issue. You will be expected to understand customer utilization of the instrument and desired results and have general knowledge of concepts, theories and principles of multiple product disciplines.

Shift Details - 1st shift during training and mentoring. Once training is complete, candidate will fill a 3rd shift position with a 10% Shift Differential. The start time that will be determined after training. The candidate will be expected to work this shift for 18 months and then will have the opportunity to modify their shift. Shift will include a weekend day and rotating holidays. Please note, all start times are subject to change depending on current customer demand.

Primary Duties and Responsibilities:

Fielding Customer Calls to Facilitate 24/7 Support Function.
Through telephone and electronic (i.e. email) technology provide resolutions on Hardware, Software, Assay and Training related calls from existing customer base.
Measured on ability to work efficiently and resolve customer issues using the most cost-effective solution.
Acts as a flexible resource to help fill workload or process gaps.
Triage general and complex inquires across other Beckman Coulter functions.
Assign calls to field service when unable to resolve over the phone.
Utilize remote diagnostics to proactively monitor instruments against potential issues.
Collect and analyze data and classify complaints according to FDA requirements
Capture and document all aspects of the customer interaction into CRM database.
Adhering to and working within defined procedures and practices to determine appropriate actions
Continually build upon current knowledge and grow with the expanding Beckman Coulter product menu.
Ability to mentor others and be influential within the call center team, to ensure effective process and goals attained.
Demonstrated critical thinking and problem-solving skills
Demonstrated ability to investigate issues through to root cause

Required Experience:
  • Associate, vocational or equivalent degree in any of the following disciplines: Biology, Clinical Lab Science, Biomedical Engineering, Electrical Engineering, Chemistry.
  • 3+ years of lab or field experience required.
  • Ability to clearly articulate and provide direction over the phone

Preferred Experience:
  • Previous troubleshooting experience on electromechanical instrumentation
  • Previous experience in a medical technology call center, or experience in medical laboratory
  • Experience in a Customer Service environment
  • Scientific Background
  • Electrical Engineering
  • Med Tech Background

Diversity & Inclusion

At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page-Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

When you join us, you'll also be joining Danaher's global organization, where 69,000 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.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. 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.

The EEO posters are available here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at [email protected] to request accommodation.

If you've ever wondered what's within you, there's no better time to find out.
More Information on Beckman Coulter Diagnostics
Beckman Coulter Diagnostics operates in the Biotech industry. The company is located in Brea, CA. Beckman Coulter Diagnostics was founded in 1935. It has 10526 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 14 open jobs at Beckman Coulter Diagnostics, click here.
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