Global Product - Centurion, South Africa - Beckman Coulter Life Sciences

Description

Job scope:
Flow Cytometry


Job Purpose:

To work with the Beckman Coulter technical training team to develop, coordinate, and deliver industry leading training to end users and support personnel.

The position reports to the Manager, Technical Training within the Global Technical Support organization.
Approx. 30% - International and Domestic travel will be required
Approx. 70% time will be spent in the call center dealing with customer complaints and queries.

As part of the EU Technical Support Team collaborate with Global Service providing product support and escalation prevention and containment for all systems.

The position reports to the Technical Support Manager within the Global Service organization.
The position is about telephonic diagnostic and technical support to customers in the diagnostic laboratory environment.
This is the first line contact with customers from logging the call to closing and resolution of the call. Main KPI's - Call live rate, Call resolution rate and Fix rate per diagnostic discipline. The Hotline team plays a key and crucial role in the call management process


Responsibilities:

Technical Training
Utilize principles of instructional design in course development projects.
Training content delivered via classroom, e-learning, webinars and other distance and self-paced, or on-demand learning methods.
Design and conduct pretraining skill level and post training effectiveness assessments.
Compliance with all safety, quality and regulatory requirements such as: ISO and FDA
Maintain accurate and timely record keeping within a learning management system.
Collaborate with all stakeholders to utilize DBS for ongoing process improvement.
Solicit feedback from participants to be used as part of DBS' Continuous Process Improvement.
Maintain the technical training schedule as directed by the department manager.
Acknowledge, coordinate and confirm all registrations for technical training including delivery of information and prerequisite packages to all students
Coordinate all travel, accommodation and meals as required for students
Verify entitlements of requestors and update records
Prepare all orders for department supplies, maintain accurate records for general accounting and internal audit
Maintain accurate and timely record keeping, for students and staff, within a learning management system.
Perform other related duties as assigned.
Ensuring sustainment of department process

Technical Support

Provide technical expertise to service mangers and all field personnel, advising and guiding local activities to resolution and customer satisfaction.

(Address technical issues at the local country level avoiding the need for global escalation.)
Coach all aspects of the escalation submission process with emphasis on service manager and field personnel responsibilities.
Develop specialized knowledge and skills to perform, mentor and assess field service activities following established procedures, guidelines and skills-standards.
Develop and improve technical skillsets of field service personnel. Utilize skills-standards, repair effectiveness and parts usage trend data to drive improvement initiatives.
Participate in Early Response Team for product introductions to bias product success.
Ensuring all safety, quality and regulatory requirements follow standards and agencies such as: ISO and FDA.
Maintain accurate and timely record keeping within a learning management system (LMS).
Collaborate with all stakeholders to utilize DBS for ongoing process improvement.
Perform other related duties when and as assigned.
Call Centre - Receive and process all customer analyzer calls.

Operations Support
Receive and process all customer analyzer calls.
Effective telephonic troubleshooting skills to ensure customer satisfaction.
Determine, recommend and implement solutions to customer software and hardware-related requests.
Schedule own day-to-day activities, ensuring completion of business unit support agreement commitments.
Identify potential service, training and product sales, or future business opportunities, recommending an action plan to the appropriate departments.
Responsible for escalation support to Field Service Engineers/Field Service Supervisors.
Adheres to policies and procedures.
Do what it takes to drive results.
Effective time management and personal organization.
Must have a sense of urgency and immediate impact.
Champion to drive continuous improvement.
Must be customer focused.
Must be innovative, curious and comfortable with workplace complexities.
Must have high self-awareness and good emotional intelligence.
Must be coachable and have a passion for new ideas while being able to get results under tough conditions.
Daily Activities
Answering of telephone calls
Log calls on Oracle as an when they come in
Handle Proservice Calls
Providing the initial support to customers - troubleshoot, provide advice and classify calls accordingly
Request and obtain information or documenta