Having the right technical support when you need it is critical in running a smooth and efficient laboratory, especially during the current global pandemic. In this series, we’ll feature a handful of Beckman Coulter’s most seasoned Customer Technical Support (CTS) specialists.
Advanced Technical Support Specialist supporting MicroScan microbiology products.
Over 6 years at Beckman Coulter Diagnostics and a total of 16 years of experience in
technical support for leading diagnostics companies.
In line with Beckman Coulter’s mission of continuous improvement, Ana Amaro is always striving to find ways to make laboratory workflow more efficient. In her role, she works with customers to address issues about the MicroScan instruments, consumables, software, computers and its peripherals.
She troubleshoots customer's issues using all the resources she has at her fingertips. If she comes across an issue that cannot be resolved over the phone or using remote capabilities she dispatches a call to the appropriate field service engineer for further assistance.
Her current role is a perfect fit for her because her passion lies in helping others overcome their challenges within the lab because she knows every second counts in patient care. Ana’s expertise lies in resolving customers’ IT challenges. She solves Laboratory Information System (LIS) issues when customers cannot transmit any data to the LIS. She also specializes in resolving errors with the LabPro MBT monitor.
She gets customers back on their feet by helping them understand the errors with their instruments and work collaboratively with their IT departments to resolve problems.
The CTS team faces different challenges every day, and they must be flexible enough to help customers get their systems up and running to prevent downtime.
Once Ana came across a customer on the phone who appeared to have difficulty breathing. She immediately knew something was wrong and asked the customer whether she could help by contacting medical support.
After talking it out, the customer was eventually able to breathe better. In the end, Ana and the customer were able to discuss the technical problem and fix the instrument too.
"We're all human, and at the end of the day, people appreciate the human interaction," Ana said.
What’s most important to Ana is being able to work closely with the Beckman Coulter team to resolve customer issues faster.
“Teamwork defines us. We are accountable to each other, and we do everything in our power to help our customers."
Ana is just one of the highly trained CTS specialists you may meet "on the line" when calling into Beckman Coulter's Customer Technical Support Team. If you get her on the line, you can be confident you are working with a subject area expert that prioritizes putting a human touch to complex problems.
Keep an eye out for next month’s blog where we feature another outstanding member of the Customer Technical Support team.
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