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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.
The Customer Technical Support Specialist (Command Centre) in Gauteng region for Beckman Coulter Diagnostics is responsible for Client Services where our vision is to anticipate that both our internal and external customer’s needs are met, while providing a world-class telephonic customer service experience. The position is to provide professional, timely and accurate support to all Internal and External Customers for Beckman Coulter products. The Customer Technical Support is the first point of contact for customers, providing a high level of technical and application support. The position is responsible for fielding requests from clients on instrument use, troubleshooting, application, maintenance, and best practices.
This position is part of the Service Department located in Gauteng and will be onsite.
You will be a part of the Command Centre Service Team and report to the Supervisor Technical Support and Applications responsible for South Africa Region and you will be a part of the frontline team and responsible for assisting with customer inquiries and providing efficient response and resolution to all customer requests. You will also maintain effective communication with customers to timely follow up and provide feedback for all customer issues.
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 losses and to visualize customer disengagement trends to escalate to appropriate channels for follow up and resolution.
This job is also eligible for 10% on Target bonus/incentive pay.
We offer a comprehensive package of benefits including paid time off (Annual Leave), medical, pension, Group Life, Scholar, and Employee Bursaries to eligible employees.
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.
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