Customer Technical Support Specialist - Medical Laboratory Experience at Danaher Corporation

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 South Africa on specific special projects.

The essential requirements of the job include:

• National Diploma in Medical Technology (Minimum requirement)
• Bachelor’s degree in a Bio Medical Science or Science field (Science, Physics or Chemistry)
• At least 3-5 years of medical laboratory experience
• 3-5 years’ experience in a customer service-related field preferred
• Knowledge in Immunochemistry and chemistry will be a plus
• In-depth knowledge of Microsoft Office and be computer literate.
• Consist of experience with Beckman Coulter Instrumentation.
• Ability to read, analyze, and interpret and generate technical and application procedures.
• Ability to optimally present information and respond to questions from groups of managers, clients, and customers.
• Apply understanding of common scientific and engineering terminology.
• Multilingual skills a plus, particularly English.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and take care of several abstract and concrete variables.
• Integrate lessons learned, experiment to find new solutions, and readily tackle unfamiliar tasks.

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

• Knowledge and experience with diagnostic troubleshooting principles will be an advantage.
• Analytical / problem solving skills: able to analyze and understand complex issues and consequently develop plans to capture opportunities, avoid business and customer loses and to visualize customer disengagement trends to escalate to appropriate channels for follow up and resolution.