Specialist - Customer Technical Support

Specialist- Customer Technical Support

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 Specialist- Customer Technical Support for Beckman Coulter Diagnostics is responsible for providing high quality (1st Level) telephonic service response to the clients with good communications skills and teamwork skills to work with his supervisor and the field service and applications operational team. The goals of his/her activities are to help to create and maintain a high level of customer satisfaction and a good company image.

This position is part of the Technical Excellence Center located in Mumbai and will be Onsite, based in Mumbai. At Technical Excellence Center, our vision is to ensure quick response to our valued customers through tele support to resolve their queries and relentlessly delivering solutions through technology advancement to improve uptime and turnaround time of equipment.

You will be a part of the Technical Excellence Center team and report to the Lead - TEC responsible for responding to customer calls in a timely manner, identifying and escalating priority issues as per customer specifications, providing technical support to the customers and resolving the technical and application issues. If you thrive in an amazing and multifunctional role and want to work to build a world-class Customer Service Support organization.

In this role, you will have the opportunity to:

• Provide timely and effective technical and application support to customers, ensuring resolution of issues related to Beckman products. Perform telephonic troubleshooting, maintenance, software updates, and necessary product modifications as required. Undergo cross-functional training to gain proficiency in both service and application aspects of Beckman instruments. Deliver second-level technical support and escalate or redirect complex issues to appropriate expert resources when necessary. Respond to customer inquiries, accurately assess their needs, and determine the most effective resolution path. Adhere strictly to standard operating procedures and company-defined service protocols. Resolve technical problems efficiently to maintain high fix-rate targets and ensure customer satisfaction.
• Leverage advanced clinical laboratory knowledge and hands-on experience to support complex escalations and perform in-depth troubleshooting. Monitor, collect, and analyze customer complaint data to identify trends and drive continuous improvement in customer satisfaction.
• Effectively prioritize tasks and manage time to meet critical deadlines in a dynamic support environment.
• Apply logical thinking and creative problem-solving to facilitate swift and effective issue resolution. Utilize customer interaction data and feedback to implement service enhancements and strengthen customer relationships.
• Handle internal and external conflicts professionally, turning challenges into opportunities for process and service improvement. Demonstrate strong team spirit by actively collaborating with peers, sharing knowledge, and supporting colleagues to achieve common goals and ensure seamless service delivery.

The essential requirements of the job include:

• Education: Biomedical/ Electronics/Instrumentation. M.Sc./BE/B. Tech
• Experience: Minimum 2-3 Years Experience in IVD Service, application or Clinical Laboratory.
• Essential Skills: Good Computer Skills on Word, Excel, Power Point is a must.
• Possess good telephonic troubleshooting, demonstrating excellent phone etiquette and clear communication.
• Strong proficiency in spoken English and Hindi is essential for effective customer communication. The ability to communicate at least one or more additional regional language is a valuable advantage.

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

• Field service/ Application in Biochemistry, Immunology, Hematology.
• Working experience as Phone support specialist.
• Working as Lab technologist in Hospital.

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.