Senior Customer Technical Support Specialist - 1st 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 - 1st Shift based in United States.

This role is a key frontline technical support position within a global diagnostics environment, focused on ensuring the reliable performance of clinical chemistry instruments used in critical healthcare settings. You will provide real-time technical assistance to laboratory professionals, helping them resolve complex hardware, software, and assay-related issues efficiently and accurately. Operating in a fast-paced, customer-facing support environment, you will use remote diagnostics tools and structured troubleshooting methods to minimize downtime and maintain laboratory productivity. The role requires strong analytical thinking and the ability to translate technical issues into clear, actionable guidance over the phone and digital channels. You will also document interactions carefully to ensure regulatory compliance and continuous improvement of support processes. This position plays a direct role in supporting diagnostic accuracy that ultimately impacts patient care worldwide. It is ideal for professionals who thrive in structured yet dynamic technical environments with high accountability.

• Provide advanced technical support to customers by resolving hardware, software, assay, and workflow-related issues for clinical chemistry instruments through phone, email, and virtual communication channels.
• Use remote diagnostic tools to proactively monitor systems, identify potential issues, and reduce instrument downtime across customer sites.
• Triage and manage moderate to complex technical inquiries, escalating to field service teams when necessary to ensure timely resolution.
• Collect, analyze, and document customer interactions and complaints in CRM systems in compliance with FDA and regulatory requirements.
• Support continuous improvement by accurately capturing service data and contributing to knowledge sharing across the support organization.
• Maintain high-quality communication with laboratory professionals to ensure clear troubleshooting guidance and customer satisfaction.
• Ensure adherence to compliance standards, internal processes, and quality guidelines in all customer interactions.

Requirements:

• Associate degree, vocational training, or equivalent in biology, clinical laboratory science, biomedical engineering, chemistry, or related field, plus 3+ years of experience with clinical chemistry instrumentation.
• Hands-on experience supporting Beckman Coulter clinical chemistry systems (such as AU series or DxC platforms) or similar diagnostic laboratory instruments.
• Strong understanding of laboratory workflows, clinical diagnostics, and instrument troubleshooting in a regulated environment.
• Excellent verbal communication skills with the ability to clearly guide users through technical problem-solving over the phone.
• Experience in a customer support, medical laboratory, or medical technology call center environment is highly preferred.
• Familiarity with CRM systems and structured case management processes.
• Strong analytical thinking, attention to detail, and ability to manage multiple technical issues simultaneously.
• Willingness to work assigned 1st shift hours and meet limited holiday coverage requirements.

Benefits:

• Competitive hourly compensation with eligibility for performance-based bonus incentives.
• Comprehensive healthcare coverage including medical, dental, and vision insurance options.
• Paid time off and holiday benefits supporting work-life balance.
• 401(k) retirement savings plan for long-term financial security.
• Fully remote work arrangement for eligible roles, offering flexibility and reduced commute burden.
• Access to professional development opportunities within a global diagnostics organization.
• Inclusive workplace culture focused on innovation, continuous improvement, and career growth.