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Global Product

4 months ago

Centurion, South Africa Beckman Coulter Diagnostics Full time

**Wondering what’s within Beckman Coulter Diagnostics? Take a closer look.**

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. Look again and you’ll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful.

Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges.

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.

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.
- 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.
- 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.
- 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.
- 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