Adv. Customer Technical Specialist - Information Technology
Brea, CA

Job Description

As a key entry point for technical phone assistance for our external and internal hotline staff, the Advanced Informatics CTS position encompasses the following important work initiatives: Responding to customer calls, assessing customer's requirements, and determining the most cost-effective solution(s) to the customer's problems while enhancing customer satisfaction. The incumbent provides general technical consulting distinguishing among hardware, software, application/reagent and/or customer training issues in order to provide a phone-fixable solution or dispatch a task with the appropriate resource. Use of Remote Desktop Sharing will be primary work tool.

The Informatics CTS will manage, sustain and utilize Remote Desktop Services to define and expedite timely and accurate resolutions and to classify customer complaint information according to FDA requirements for potential CAPA investigations by delivering value to customers with innovative and effective responses to their evolving needs and business issues. Informatics CTS also provides ownership & partnership in implementing support plans, escalates customer issues and/or feedback to the appropriate management level and stakeholders, and provides on-site assistance & training when needed. Support level to include required troubleshooting activities to assist Customer Technical Specialists during Call Center Operations and interfacing directly with customers as well as Developers, QA/RA, Project Managers, Sales, Global Technical Support and other members of the Beckman Coulter team for reporting and customer satisfaction.

Candidate Requirements:

* Experience in a regulated bioresearch or clinical laboratory environment.


* The ability to troubleshoot and apply a logical decision making process towards resolution of hardware, software, application, and method related problems.


* Experience in Remote Desktop Sharing, PROService, BeckmanConnect


* Experience in LIS/DI data transmissions


* Knowledge in Cybersecurity and Data Collection


* Experience in operating any or a variety of Beckman Coulter Flow Cytometry instrumentation such as Navios/Gallios, FC500, MoFlo, Astrios, CytoFlex, Aquios, etc.


* Experience with basic Life Science product lines for applications, connectivity and cybersecurity features.


* Exceptional verbal and written communication and reporting skills.


* Thorough understanding of ownership, teamwork and excellent customer service skills.


* Adheres to technical standards and established system models and data models.


* Strong MS Office skills (Outlook, Word, Excel).


* Degree in Biochemistry, Biological Sciences, Medical Technology or Biomedical Engineering or relevant experience required.



Diversity & Inclusion

At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page-Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.