Technical Support Engineer - ONSITE

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. 

The Technical Customer Support role in Beckman Coulter Diagnostics is responsible, leading product customer support for our Clinical IT products by providing escalation management, developing, and executing support strategies, and training field specialists and instructors in support of new product launches.

This position is part of the Global Product Technical Support located in Miami, USA and will be an on-site position. You are required to be on-site minimum 3 days a week or more depending on your work assignment and business needs.

At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

You will be a part of the Global Product Technical Support team and will be reporting to the Senior Manager responsible for leading a team of 7+ support engineers. If you thrive in a multifunctional, customer-supporting role and want to work to build a world-class medical device organization—read on.

In this role, you will have the opportunity to:

• Apply high level knowledge of clinical informatics, Diagnostic Middleware systems from hardware and software perspective and acquire applications knowledge to aid in problem diagnosis. Drive operational and service excellence initiatives. Demonstrate strong communication and collaboration cross functional teams such as service teams globally, PMO, QRA, R&D, etc. and in some cases leading those discussions. Represent Global Technical Support team at cross functional meetings as Voice of service and Voice of Customer. Partner with peers to lead, organize, and conduct technical projects involving the development of new methods, or processes or products. Collaborate with all key partners to utilize Danaher Business Systems (DBS) for ongoing process improvement.
• Own and manage escalations, coordinating with other internal functions and local service teams to resolve customer/instrument issues in a timely manner. May lead or partner with peers to solve complex problems and can drive resolution by performing in depth analysis of service data to identify root causes to systemic issues and develop interim mitigations and potential corrective actions. Experience in developing effective support plan, service launch plan, action plan, risk mitigation plan, etc. Effectively participate in the Early Response Team process for product introductions to ensure product success, employing sound project management principles.
• Support Clinical IT portfolio development by leading efforts to acquire technical information regarding product performance, service needs, competitive features, and requirements, to ensure Global Technical Support deliverables are met.
• Develop creative and effective support strategies, providing feedback to and drafting product documentation such as, service manuals and installation procedures. Act as the Subject Matter Expert for technical content development and review.
• Responsible for developing and conducting technical training for CIT product lines.

The essential requirements of the job include:

• Bachelor's degree in Biomedical Engineering, Information Technology, Medical Technology, Clinical Laboratory Science or related technical field with 2+ years of relevant experience in a medical device or related industry. Master's degree in Biomedical Engineering Science, Information Technology, Medical Technology, Clinical Laboratory Science or related technical field with 0-2 years of experience.
• Strong technical skills and experience with software and infrastructure troubleshooting. Experience in digesting and analyzing data to develop action plan to mitigate systemic issues. Strong knowledge of Hospital Laboratory Workflow. Strong knowledge of IT and Laboratory systems (LIS, Networking, Server/Client model, Virtual environment). Operational experience with Diagnostics laboratory instrumentation.
• Experience in customer service and communicates regularly with our stakeholders (internal and external) to learn about their business challenges and requirements. Builds action plans to achieve goals. Effectively manages time and priorities to balance customer expectations and organizational goals.
• Support the needs and goals of the manager in administrative work such as providing comprehensive and informative reporting, special assignments or projects, management reports or presentations and such.

Travel Requirements:

• This position requires up to 20% travel, which includes overnight stays. Travel will primarily be domestic but may occasionally be international.

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

• Strong background in support or development of Middleware solutions like Normand Remisol, Data Innovation Instrument Manager, Abbott AMS.
• Strong skills of system tools and data analysis software including Remote Management Systems, Oracle Business Intelligence Enterprise, Microsoft Office (Outlook, Word, Excel), PowerAutomate and PowerBi.
• Strong knowledge in data analytics as applied to failure analysis and corrective actions, Medical Device particularly in diagnostics analyzers and automation, ASTM, HL7 protocol and Health informatics, programming languages and concepts, and problem-solving, communication and technical writing.

This job is eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

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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.

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.

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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.