Technical Support Specialist (Riyadh, KSA)

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 Technical Support Specialist for Beckman Coulter Diagnostics is responsible for providing technical support via phone or email to internal OpCo functions (engineers, technicians, and product support personnel) by diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems

In this role, you will have the opportunity to:

• Engage customers to collect and compile detailed information about customer complaints
• Conduct advanced data analysis and troubleshooting, understanding customer sample collection, processing and laboratory practices
• Investigate and resolve advanced customer complaints
• Document complaints and resulting investigations in the complaint management system
• Interface with Service and Global Product Support to escalate and resolve more complex cases
• Adhere to Quality Management System procedures
• Maintain product knowledge and support continuous improvement efforts
• Contribute to quality compliance through accurate and concise case documentation
• Represent Technical Support on projects and operational teams, communicating findings back to Technical Support
• Complete all assigned and required training satisfactorily and on time
• Performs additional tasks as assigned by the Technical Support Manager or Supervisor
• Complete all assigned and required training satisfactorily and on time

The essential requirements of the job include:

• B.S diploma (or equivalent) in Clinical or Molecular Science with multiple years of relevant experience as a Virology/Microbiological Laboratory Technician or Clinical Laboratory Scientist for Virology/Microbiology in a hospital or commercial clinical laboratory or in Technical Support

Knowledge and skills:

• Fluent English & Arabic (written and oral) is required (additional languages would be an advantage)
• Customer oriented – understands customer expectations and empathizes with customer & patient needs
• Laboratory or Technical Support Experience in one or more of the following preferred:
  • PCR and Microbiology, Molecular Biology Oncology or Virology
  • Patient sample collection practices and workflow
  • Sample preparation practices and methodologies
  • Laboratory analytical diagnostic equipment, medical devices and software