Senior Customer Operations Support - Remote

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 Senior Customer Operations Support for Beckman Coulter Diagnostics is responsible for multiple aspects of our customer facing support enabling software tools and systems. Critical measures of success include improved customer satisfaction and organizational efficiency by functional stakeholders including technical call centers, service coordination and field-based support teams. The incumbent will collaborate with multiple functions globally to evaluate the various systems, tools, and processes to identify and prioritize improvements needed to realize our vision of world class support. Evaluation and documentation maintenance of any subsequent recommendations within an electronic tracking system would also be within the scope of this role.

This position is part of Technical Customer Support and will be fully remote (U.S. based). At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

You will be a part of the Global Service Operations team and report to the Sr Manager responsible for enabling and improving global service management systems, a key element to a world class customer centric and efficient support organization. If you thrive in a fast paced, high impact role with broad influence and responsibilities for functional deployment of advanced technology and want to join us in building a world-class Service and Support organization-read on.

In this role, you will have the opportunity to:

• Create, maintain, and utilize detail support process mapping to evaluate and enable improvements that streamline multiple system interactions and drive multi-channel world class customer support delivery
• Evaluate, prioritize, test, and deploy service IT systems infrastructure enhancements and business process improvements globally to drive customer support and satisfaction improvements
• Ensure all aspects of customer support workflow steps fully adhere to all regulatory and compliance standards
• Collaboratively lead improvement and change initiatives with multiple customer facing, back office, and globally distributed functions

The essential requirements of the job include:

• Bachelor's degree in Computer Science, Computer Information Systems or related field with 2+ years of experience OR Master's degree in same fields with 0+ years of experience
• 1+ years of cross-functional Global Project Management & Project Leadership skills and experience in driving improved business outcomes while meeting committed timelines

It would be a plus if you also possess previous experience in:

• Service and support performance measurements, statistics, benchmarks, or field service industry best practices
• Demonstrated inclusion, organizational agility and relationship building with impact driven success across all cultures, geographies, and levels in a virtual environment
• DBS or continuous process improvement experience with abilities to solve problems, improve processes and drive business results with PSP, Kaizen, Daily Management, and other similar tools
• Prior customer facing experience in a service and support role within the Life Sciences or IVD market

At Beckman Coulter Diagnostics we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide.

When you join us, you'll also be joining Danaher's global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you'll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

The EEO posters are available here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at [email protected] to request accommodation.

If you've ever wondered what's within you, there's no better time to find out.