Senior Customer Technical Support Specialist - 2nd Shift

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Technical Support Specialist - 2nd Shift based in United States.

This role is a critical frontline technical support position focused on ensuring the performance, reliability, and uptime of advanced clinical chemistry diagnostic systems used in healthcare laboratories worldwide. Operating during 2nd shift hours, you will provide remote, real-time technical assistance to laboratory professionals, helping resolve complex hardware, software, assay, and workflow issues. The position plays a key role in maintaining continuity of patient testing by rapidly diagnosing issues and guiding customers toward effective solutions. You will also leverage remote monitoring tools and diagnostic systems to proactively identify potential instrument problems before they impact operations. The environment is fast-paced, highly technical, and mission-driven, requiring strong problem-solving skills and clear communication under pressure. This is a fully remote role with significant impact on clinical diagnostics and patient care outcomes globally.

• Provide advanced technical support to clinical laboratory customers via phone, email, and virtual communication channels.
• Troubleshoot and resolve hardware, software, assay, and instrument performance issues for clinical chemistry systems.
• Utilize remote diagnostics tools to monitor instrument performance and proactively identify potential system failures.
• Triage and resolve moderately complex technical inquiries, escalating field service cases when necessary.
• Document all customer interactions, issues, and resolutions accurately in CRM systems in compliance with regulatory requirements.
• Classify and report customer complaints in alignment with FDA and quality system standards.
• Collaborate with field service and cross-functional teams to ensure timely resolution of customer issues.
• Provide clear, step-by-step technical guidance to laboratory professionals under time-sensitive conditions.
• Support continuous improvement of support processes and knowledge sharing within the service organization.

Requirements:

• Associate degree, vocational training, or equivalent in biology, clinical laboratory science, biomedical engineering, electrical engineering, chemistry, or related field.
• 3+ years of experience working with clinical chemistry instrumentation, ideally Beckman Coulter systems.
• Hands-on knowledge of clinical chemistry platforms such as AU series, DxC700AU, or DxC500AU strongly preferred.
• Strong technical troubleshooting skills in laboratory or medical device environments.
• Ability to communicate complex technical information clearly and effectively over phone and digital channels.
• Experience working in medical laboratory support, medical device service, or technical call center environments preferred.
• Familiarity with CRM systems and structured case documentation practices.
• Strong customer service orientation with ability to remain calm under pressure.
• Willingness to work 2nd shift hours and cover select holidays as required.
• Strong analytical thinking and problem-solving abilities in high-stakes environments.

Benefits:

• Hourly compensation estimated between 31 USD and 41 USD per hour.
• Eligibility for bonus or incentive compensation based on performance.
• Fully remote work arrangement within the United States.
• Comprehensive healthcare benefits including medical, dental, and vision coverage.
• Paid time off and holiday benefits.
• 401(k) retirement savings plan for eligible employees.
• Structured training and development opportunities within a global diagnostics leader.
• Exposure to advanced clinical technologies with real-world patient impact.