National Technical Specialist- AU Chemistry

1 month ago

Bangalore, India Danaher Full time

Wondering whatâs within Beckman Coulter Diagnostics? Take a closer look.

At first glance, youâll see that for more than 80 years weâve 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. Weâre building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and youâll 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, weâre working at the pace of change to improve patient lives with diagnostic tools that address the worldâs biggest health challenges. 

The Technical Specialist â AU Chemistry (L3) Service Department for Beckman Coulter Diagnostics is responsible for

Duties and Responsibilities:

  • Drive training, critical issues & escalations in the Chemistry modality. Tracking competency record for field Engineers. Conduct trainings, workshop, on-site training to enhance FSE competency.
  • Visit customers to handle critical technical issue / escalations. Gather customer feedback and determine the issue by evaluating / analyzing the symptoms & root causes.
  • Resolve hardware / software related issues in coordination with FSE, RSM, Sales, Applications & IT. Develop trouble shooting guide / create repository for critical issue & resolutions. Provide tools and technical updates for field professionals.
  • Drive daily management operations for all escalation & Hot units with action plan for effective & early closure. Level-3 technical support / redirect to appropriate resources. Escalate further to Level2 /BU as appropriate.
  • Mentor L4 regional specialists on managing regional escalations as a first line measure.
  • Review & setting up Min-Max inventory for IA Spare parts.
  • Innovate new techniques / solutions that can impact in improving client delight & Conduct refresher trainings based on need for engineers. Learn & apply Danaher Business System tools such as Daily Management, PSP, Standard work for improving service deliveries.

This position is part of the Technical Support Team - Service Department located Mumbai / Delhi / Bangalore and will be Hybrid/ Remote. Service Department BCIPL has a vision of installing maintaining 95% uptime of equipment with professional services offered with best-in-class competitive industry standards at all times.

  • You will be a part of the Technical Specialist team and report to the National Technical Support Manager / Head Service (SWA) who is accountable for training and escalation support in customer service. If you thrive in an environment involving
    • Teamwork - must be able to work and collaborate with internal employees.
    • Ability to influence others - must be able to inform, convince, and persuade others to action on key initiatives.
    • Results orientation - must deliver results.
    • Technical excellence - must possess the technical skills necessary to be seen as credible within the group.
    • Communicationâmust be able to effectively communicate in both written and verbal forms.
    • Customer Focus with a sense of urgency

In this role, you will have the opportunity to:

  • Coordinate with field engineers and drive timely closure of critical issues & escalations, remotely or if required by visiting customer site. Share symptom information with global experts on difficult escalations. Follow up top find root causes and implement through field engineers and their managers.
  • Resolve hardware / software related issues in coordination with FSE, RSM, Sales, Applications & IT. Innovate new techniques / solutions that can impact in improving client delight. Develop additional trouble shooting guide / create repository for critical issue & resolutions.
  • Provide tools and technical updates for field professionals and follow tracking mechanism for all escalation with action plan for effective closure. Mentor L4 level regional technical specialists (IA) for tracking & improving competency record for field Engineers.
  • Set up & review Min-Max for Spare parts inventory.
  • Conduct trainings, workshop, on-site training to enhance FSE competency.
  • Learn & apply DBS tools such as Daily Management, PSP, Standard work for improving service deliveries. Gain specialized experience in employee and customer handling

The essential requirements of the job include:

  • B.E /B Tech /M Tech or equivalent
  • at least 5 years of Work experience on Beckman chemistry Instruments/ 8yrs of total work experience in the Chemistry Product line.
  • 2 or more years of team management/ training experience
  • Managed field technical customer support for IA in a large region / geography in India
  • Possess excellent analytical, facilitation and communication skills.

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

  • Self-driven & Enthusiastic team player (knows when to lead and when to follow)
  • Lives the âcontinuous improvementâ kaizen philosophy and can drive change successfully.
  • Unbiassed, Logical and creative thinker
  • Excellent customer and interpersonal relationship management

Danaher is committed to a diverse and inclusive culture where everyone feels they belong, and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why weâll empower you to push the boundaries of whatâs possible.

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrowâs science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering whatâs next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

At Danaher, 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.

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