Global Product & Customer Technical Support - Chemistry at Beckman Coulter

• The Global Product & Customer Technical Support for Beckman Coulter Diagnostics is responsible for to work with the Beckman Coulter technical training team to develop, coordinate, and deliver industry leading training to end users and support personnel.
• Approx. 30% - International and Domestic travel will be required and Approx. 70% time will be spent in the call center dealing with customer complaints and queries. The position is also about telephonic diagnostic and technical support to customers in the diagnostic laboratory environment and this position is responsible for call handling through the call center utilizing various software applications to log the call, provide support and recommend routing / escalation of enquiry to the field technical staff or applications support division. This is the first line contact with customers from logging the call to closing and resolution of the call. The Main KPI’s will be Call live rate, Call resolution rate and Fix rate per diagnostic discipline. The Hotline team plays a key and crucial role in the call management process.
• This position is part of the EU Technical Support Team in collaboration with Global Service located in Gauteng, Samrand and will be an Onsite Position at Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.
• You will be a part of the Diagnostics Technical Support Team and report to the Supervisor for Technical Support and Applications, responsible for the Command Centre, Technical Support Trainers and Applications Team. If you thrive in an amazing, multifunctional, fast paced role and want to work to build a world-class Technical Support organization—read on.

In this role, you will have the opportunity to:

• Utilize principles of instructional design in course development projects.
• Apply different adult learning styles and modalities to classroom instruction.
• Training content delivered via classroom, e-learning, webinars and other distance and self-paced, or on-demand learning methods.
• Design and conduct pretraining skill level and post training effectiveness assessments.
• Compliance with all safety, quality and regulatory requirements such as: ISO and FDA
• Maintain accurate and timely record keeping within a learning management system.
• Deliver training to internal employees, business partners and customers for set up, operation, calibration, quality control, maintenance, troubleshooting, and repair for various job functions that include operators, service engineers, call center agents, applications and product hardware specialists, trainers.
• Collaborate with all stakeholders to utilize DBS for ongoing process improvement.
• Solicit feedback from participants to be used as part of DBS’ Continuous Process Improvement.
• Maintain the technical training schedule as directed by the department manager.
• Acknowledge, coordinate and confirm all registrations for technical training including delivery of information and prerequisite packages to all students.
• Coordinate all travel, accommodation and meals as required for students.
• Verify entitlements of requestors and update records
• Prepare all orders for department supplies, maintain accurate records for general accounting and internal audit.
• Maintain accurate and timely record keeping, for students and staff, within a learning management system.
• Perform other related duties as assigned.
• Ensuring sustainment of department process
• Provide technical expertise to service mangers and all field personnel, advising and guiding local activities to resolution and customer satisfaction. (Address technical issues at the local country level avoiding the need for global escalation.)
• Coach all aspects of the escalation submission process with emphasis on service manager and field personnel responsibilities.
• Provide support to Product Line Escalations of product related application and hardware issues.
• Develop specialized knowledge and skills to perform, mentor and assess field service activities following established procedures, guidelines and skills-standards.
• Develop and improve technical skillsets of field service personnel. Utilize skills-standards, repair effectiveness and parts usage trend data to drive improvement initiatives.
• Participate in Early Response Team for product introductions to bias product success.
• Ensuring all safety, quality and regulatory requirements follow standards and agencies such as: ISO and FDA.
• Maintain accurate and timely record keeping within a learning management system (LMS).
• Collaborate with all stakeholders to utilize DBS for ongoing process improvement.
• Perform other related duties when and as assigned.
• Call Centre - Receive and process all customer analyzer calls.
• Receive and process all customer analyzer calls.
• Effective telephonic troubleshooting skills to ensure customer satisfaction.
• Effective use of available resources to make fast and logical decisions to ensure customer satisfaction through distribution of work to field or applications specialist.
• Determine, recommend and implement solutions to customer software and hardware-related requests.
• Schedule own day-to-day activities, ensuring completion of business unit support agreement commitments.
• Identify potential service, training and product sales, or future business opportunities, recommending an action plan to the appropriate departments.
• Responsible for escalation support to Field Service Engineers/Field Service Supervisors.

The essential requirements of the job include:

• Chemistry Analyzer Experience, PK 7400 and Automate Experience Essential.
• Technical Support & Customer Troubleshooting
• Undergraduate degree or equivalent qualification in field experience in a specialized troubleshooting environment.
• Excellent troubleshooting and problem-solving skills
• Exceptional communication (verbal and written)
• Proficient use of MS Office skills (Outlook, Word, Excel)
• Demonstrated track record of achievement.
• Demonstrated ability in, and commitment to, continuous process improvement.
• Ability to work and motivate (self and others) under extreme pressure, high degree of accountability and ability to collaborate with cross-functional groups.
• Working knowledge related to a diverse blend of diagnostic analyzers related to Chemistry, Immuno Assay, Flow Cytometry and Hematology beneficial.
• Strong Technical engineering skill set will be a preference.