Job Vacancies at Beckman Coulter Diagnostics

The Sales & Applications Specialist for Beckman Coulter Diagnostics is responsible for the sale and Applications Support of company products within an assigned territory or geographic region. Provides expertise and service to customers. Gathers data on marketing trends, competitive products, and pricing. Builds relationships with customers and influences the acceptance and use of Company products. Identifies, profiles, and may service key accounts. May participate in negotiation of contracts. Complies with applicable laws. Requires frequent travel, vendor credentialing and uses complete understanding and wide application of technical concepts, theories, standards, and practices in chosen field, and is expanding knowledge or related disciplines. Also designs and develop product specific training on various discipline specific equipment. Delivers technical and customer training to internal and external customers on new and existing product technology, Application support and troubleshooting to customers and engineers.

This position is part of the Sales Department located in Gauteng Head office, but based in KwaZulu-Natal and will be a Remote Position at Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

You will be a part of the Sales Department and report to the Group Sales Manager responsible for Sales Growth & Revenue in South Africa. If you thrive in an amazing, multifunctional, fast paced role and want to work to build a world-class Sales organization—read on.

In this role, you will have the opportunity to:

• Design and develop product specific training on various discipline specific equipment.
• Delivery of technical and customer training to internal and external customers
• Provide customer training on new and existing product technology and Application support / troubleshooting to customers and engineers.
• Scan the market: Identifying potential customers; using the exiting list; adding to the list; visiting laboratories and hospitals.
• Product promotion: Based on the scan, identifying potential customers; visiting customers, identifying their needs, and explaining the products and benefits.
• Funnel management: Making their own prospect funnel list, identifying customer requirements and customer details; keeping track of timelines of execution; making and tracking their own database.
• Product presentation: Making a follow up appointment and demo the product; taking the potential customer to another customer’s place to demo the product; else take the product to the customer’s site; showing videos in case physical demo can't happen.
• Organizing demos with customers: Setting up time with the customers; arranging for logistics support.
• Customer Support: Managing logistics; organizing with distributors to ensure that the customer gets it on time; in case of any breakdowns, contact the service person.
• Making quotations: Making the quote and submitting the quote, taking approvals from seniors where required and negotiating with customers to agree on the quote.
• Taking the order: Signing the order form with the customer, managing tender follow up.
• Coordinating with other functions like service, applications, logistics, Finance.
• Pre-Installation Requisite: (PIR) Handling the site preparation; organizing the basic requirements like printers, etc at the regional office level.
• Inventory of re-agents at customers and suppliers; ensuring stock at the customer site and reserve stock at the distributors site; checking with customers on items that are running short; educating the customer on what should be stocked.
• Distributor Management: Managing primary and secondary sales; keeping track of sales data.
• Operating Term Lease: Tracking and monitoring the re-agents required at the customer site.
• Compliance: Following up of compliance on contracts; visiting customers to check this
• Meeting with existing customers: Understanding their issues and what they can do better; sharing product literature; sending scientific emails etc, Attending training programs.
• Attend exhibitions, Conferences and Trainings
• Networking with fellow colleagues – valuable to exchange information and solutions to problems
• Visit Customers on regular basis to create awareness of Products and new product developments.
• Visit TPP’s on regular basis to update Sales and Service on any new product releases, enhancements, changes, and developments.
• Do site visits to Customers in Africa with TPP’s to help TPP’s in promoting correct solutions to the Customer.
• Involve either Applications/Service or both with customer visits to promote and sell our services.
• Academic Days – responsible for compiling the agenda and getting speakers to present.
• Involved following up customer survey reports related to product issues.
• Attend all Company meetings as scheduled to familiarize myself with all current activities with the Company.
• Check all proposals and presentations to be in line with Company policies and procedures.
• Have1:1 meeting with Sales and Applications to establish needs or support and to identify possible new business opportunities.

The essential requirements of the job include:

• Manage a large territory / region and develop a Territory Plan, drive area Forecast and identify the gaps, find countermeasures for gaps.
• Visit Customers and build customer relationships, Stakeholder mapping.
• Drive Opportunities and Sales Activities, identify & create new leads and submit to support functions.
• Provide quality training to customers.
• Interpret data from Sales Analyst on a weekly basis.
• Responsible for enhanced product/s portfolio or specialist product (variable volume segments)
• Working independently in the assigned territory and independently prepare quote as per the sales process.
• Strong funnel management control – SFDC Daily Management
• Working with local application and service associate to resolve customer problem at a local level.
• Applications Report writing & Application Customer workshops, assisting sales with marketing and conferences etc.
• Managing training rooms and instruments in Applications
• Managing training Application material and Excellent facilitation skills
• Maintaining relevant and discipline specific shared folders in Applications
• Daily management activities for Application Support
• Travel domestically and internationally for work (80%)
• Bachelor’s degree in (B.Sc. Medical Sciences, Clinical Pathology, or equivalent qualification and/or Qualified Medical Technologist with a proven experience track record in Commercial Direct Sales and Application Support.

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

• 7 – 10 years’ experience in a Corporate Sales environment, preferably in IVD / Medical Devices industry.
• Experience in laboratory management and student training
• Proven experience in the full training cycle i.e., needs analysis, curriculum design, training delivery and evaluation.
• System Knowledge: Oracle, Business Objects, SFDC (Sales force dot com) and SharePoint
• Microsoft Office Suite – MS Word, Power Point, Excel, Outlook, and One Note, Microsoft Teams.
• Strong analytical and Application troubleshooting skills.

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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.

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The Field Service Engineer in Cape Town region for Beckman Coulter Diagnostics is responsible for providing field service and technical support to customers in the diagnostic laboratory environment also this position is responsible for repairing, upgrading, moving, and maintaining all analyzers operational in the diagnostic laboratory or research environment. This is a support function to the company and the levels are maintained 24 hours a day, 7 days a week in line with the service provided by our customers. Main KPI’s are service effectiveness, administrative compliance, and preventative maintenance visit completions.

This position is part of the Service Department located in Cape Town and will be fully remote.

At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

You will be a part of the Service Team and report to the Supervisor Field Service responsible for Cape Town Region on all Field Engineering Service Duties.  If you thrive in a 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:

• To independently service, support and maintain a wide range of medical diagnostic equipment in line with company procedures.
• Demonstrate accountability for analyzers assigned to as preferred engineer.
• Possess sound administrative skills to complete all required tasks within the allocated timeframe.
• Adhere to all service department policies and procedures.
• Promote the company with customers and play an active role in customer retention initiatives.
• Possess a sound analytical and technical ability to assess and deal with difficult analyzer problems.
• Willingness to be part of an active call roster / standby, Overtime and ability to Travel locally and internationally.
• Possess sound communication skills to address issues effectively with internal and external customers.
• 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 Supervisors.

The essential requirements of the job include:

• Bachelor of Technology in Electronics, N6 Electronics, Instrumentation qualification essential and/ Bio-medical technologist diploma or an equivalent qualification.
• Understanding of computer hardware and composition and be computer literate.
• Knowledge of ISO, Quality Management Systems.
• Experience with test equipment such as DVM, Oscilloscopes, pressure meters and laser test equipment.
• Technically competent with strong people skills to promote teamwork needed to achieve reliability program objectives; ability to work in team environment.
• Be in possession of a valid passport and drivers licenses.
• Effective time management and personal organization.

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

• Knowledge and experience with diagnostic troubleshooting principles will be an advantage.
• Knowledge and working experience of interfacing and ICT networking 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.