Beckman Coulter Diagnostics: A Leader in Laboratory Advancement
We are a pioneering company dedicated to advancing and optimizing the laboratory for over 80 years. Our mission is to move science and healthcare forward by providing innovative solutions that address the world's biggest health challenges.
Our team is built on a culture of inclusivity, where every associate has a voice, support, and the freedom to be themselves. We invest in our employees' careers, fostering creativity and growth while ensuring their success.
We are proud to be part of Danaher's community of six diagnostics companies, working together to improve patient lives with diagnostic tools that make a real difference.
Job Title: Hardware Automation System Technical Support Specialist
We seek an experienced professional with extensive knowledge of hardware systems, particularly in the Medical Device industry. As a key member of our team, you will provide critical technical support to our customers, ensuring timely and effective resolution of their diagnostic hardware needs.
Key Responsibilities:
* Technical Support and Troubleshooting:
* Provide expert-level technical support for diagnostic hardware systems, including instruments, devices, and peripherals.
* Support local engineers in diagnosing and resolving hardware issues through various channels.
* Guide local engineers through troubleshooting steps, ensuring clear communication.
* Customer Assistance:
* Respond promptly to customer inquiries through virtual or on-site visits.
* Drive escalations, documenting interactions and resolutions accurately in the support ticketing system.
* Follow up with customers to ensure issues are fully resolved and gauge satisfaction.
* Product Knowledge and Training:
* Maintain 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.
* Quality and Improvement:
* Monitor and analyze support metrics to identify trends and areas for improvement.
* Collaborate with 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 3 years of experience in technical support, specifically with hardware systems in the diagnostics or medical device industry.
* Strong understanding of diagnostic hardware systems and problem-solving skills to diagnose complex issues.
* Excellent verbal and written communication skills, with ability to convey technical information to non-technical users in 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.