Customer technical support

Job DescriptionWondering 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 Customer Technical Support Specialist (Command Centre) in KSA region for Beckman Coulter Diagnostics is responsible for Client Services where our vision is to anticipate that both our internal and external customer’s needs are met, while providing a world class telephonic customer service experience. The position is to provide professional, timely and accurate support to all Internal and External Customers, for Beckman Coulter products. The Customer Technical Support is the first point of contact for customers, providing a high level of technical and application support. The position is responsible for fielding requests from clients on instrument use, troubleshooting, application, maintenance, and best practices. The position is eligible for an onsite head office work arrangement in which you will be physically active at the company within the call center.This position is part of the Service Department located in Gauteng and will be onsite.At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.You will be a part of the Command Centre Service Team and report to the Supervisor Technical Support and Applications responsible for the Region and you will be a part of the frontline team and responsible for assisting with customer inquiries and providing efficient response and resolution to all customer requests. You will also maintain effective communication with customers to timely follow up and provide feedback for all customer issues. If you thrive in an amazing, multifunctional, fast paced, supporting role and want to work to build a world-class Service organization—read on.In this role, you will have the opportunity to: Answer incoming telephone, video calls and emails in a professional and courteous manner. Troubleshoot mechanical, electronic, and analytical / application issues as well as software and data issues. Formulate professional technical / application responses to incoming support requests via Email or Web form. Use scientific software to plot, process and evaluate customer data. Input customer questions, quality or warranty concerns and feedback into organizational database. Establish and maintain effective customer relationships. Optimally communicate in a variety of settings: one-on-one, small, and large groups, or among diverse styles and position levels. Build and deliver solutions that meet customer needs. Provide technical and application support to customers, representatives, and co-workers. Participate in process improvement projects. Work additional hours, as needed, to support department and meet deadlines. Develop, maintain, and use sophisticated knowledge about products and applications. Provide feedback to product managers, sales and engineering about product improvements, customer queries and complaints. Provide support to Beckman Coulter KSA on specific special projects.At Danaher we bring together science, technology and operational capabilities to 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. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.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.