Technical Command Centre Specialist

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. Technical Command Centre (TCC) Specialist The Technical Command Centre (TCC) Specialist plays a critical role in delivering best‑in‑class technical support and service coordination across Australia and New Zealand. You'll be the central point of contact for customer technical inquiries, working closely with the Service Leadership Team to optimize field engineer utilization, drive high first‑time fix rates, and ensure exceptional customer experience. Location: This position is based in Melbourne supporting our Technical Command Centre (TCC) network, and will be remote. At the TCC, our vision is to ensure a quick response to our valued customers through tele‑support – resolving their queries efficiently and relentlessly delivering solutions through technology and innovation to improve equipment uptime and turnaround time. Role Composition Approximately 80% (4 days/week) – TCC, remote, supporting Hematology customers nationally Approximately 20% (1 day/week) – Field‑based FAS activities for Victoria‑based Hematology customers In this role, you will have the opportunity to Provide Technical Expertise: Deliver remote technical and application support to customers. Diagnose, troubleshoot, and resolve instrument issues via phone or email, ensuring minimal equipment downtime. Escalate complex cases as needed. Manage End‑to‑End Service Calls: Oversee the complete service lifecycle – from call logging and triage to on‑site coordination. Prioritise cases based on urgency, customer impact, and instrument status while maintaining accurate documentation in Oracle or ServiceMax. Enhance Customer Communication: Act as a trusted technical partner for customers and internal teams. Manage escalations, provide timely updates, and ensure a transparent and empathetic customer experience. Optimise Service Dispatch: Coordinate with Field Service Engineers (FSEs) to schedule and allocate jobs efficiently. Support the Service Administration team in order creation, warranty validation, and ensuring contractual compliance. Champion Customer Experience: Foster a customer‑first mindset by tracking NPS and service feedback, identifying root causes, and supporting initiatives that strengthen satisfaction and loyalty. The essential requirements of the job included Minimum 2 years' experience in technical or field service support (either within a Scientist, field service applications, or technical command center capacity) – ideally with Hematology, Beckman Coulter products, or within the IVD industry. Technical or science background (e.g., Biomedical, Electronics, Instrumentation, or equivalent). Excellent written and verbal communication skills, with the ability to simplify technical issues. Strong organisational skills and attention to detail; able to manage multiple priorities. Knowledge of Oracle / ServiceMax systems preferred and a proactive, flexible approach and strong sense of urgency. Must hold unrestricted Australian or New Zealand working rights. Previous experience using Salesforce is desirable. Join our winning team today. Together, we'll accelerate the real‑life impact of tomorrow's 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. For more information, visit #J-18808-Ljbffr