Technical Specialist Hardware Automation Europe

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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.

We are seeking a dedicated and knowledgeable Hardware Automation System Technical Support Specialist to join our team. The ideal candidate will have extensive experience with hardware systems, particularly within the Medical Device industry. This role is crucial in ensuring our customers receive timely and effective technical support for our diagnostic hardware products. The Hardware System Technical Support Specialist will handle troubleshooting, maintenance, and repair inquiries, ensuring high levels of customer satisfaction and product performance.  He’s responsible for Pro-active actions to ensure the best efficiency in Service organization across Europe.

Key Responsibilities:

1. Technical Support and Troubleshooting:

• Provide expert-level technical support for diagnostic hardware systems, including instruments, devices, and related peripherals. Immunoassay system knowledge will be considered a plus.

• Support local engineers in Diagnose and resolve hardware issues through various support channels (phone, email, chat, remote access and customer visits).

• Guide local engineers through troubleshooting steps, ensuring clear and effective communication.

2. Customer Assistance:

• Respond promptly to customer inquiries when local engineer needs support through virtual or on-site visits support.

• Drive escalations documenting customer interactions, issues, and resolutions accurately in the support ticketing system.

• Follow up with customers to ensure issues are fully resolved and to gauge customer satisfaction.

3. Product Knowledge and Training:

• Maintain an in-depth understanding of the diagnostic hardware product line, including specifications, functionalities, and common issues.

• Stay updated on new product releases, hardware updates, and industry advancements.

• Develop and deliver training sessions and materials for customers and internal teams, enhancing their understanding and use of diagnostic hardware systems. Define and propose action to elevate the level of service skills across Europe.

4. Quality and Improvement:

• Monitor and analyze support metrics to identify trends, recurring issues, and areas for improvement on service efficiency and cost of parts.

• Collaborate with the R&D and Quality Assurance teams to provide feedback on hardware performance and reliability.

• Participate in the development and continuous improvement of support documentation, troubleshooting guides, and knowledge base articles.

Qualifications:

• Associate or bachelor’s degree in biomedical engineering, Electronics, Information Technology, or a related field.

• Minimum of 3 years of experience in technical support, specifically with hardware systems in the diagnostics or medical device industry.

• Strong understanding of diagnostic hardware systems, including installation, maintenance, troubleshooting, and repair. Excellent problem-solving skills with the ability to diagnose and resolve complex hardware issues.

• Strong verbal and written communication skills, with the ability to clearly convey technical information to non-technical users both English and Italian or Spanish.

• Proficiency in using support ticketing systems, remote support tools, and CRM software.

Working Conditions:

• This role is Remote based, with travel in Europe required to client sites or meetings around 70% of the total time available.

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Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.

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