Ron Nagano is an Advanced Customer Technical Support Specialist based as a Remote CTS in California. He troubleshoots hardware, software and laboratory information communication issues for all the Beckman Coulter clinical chemistry product lines such as the AU instruments, the DXC, IMMAGE, and PK blood banking instruments.
Ron is celebrating 11 years at Beckman Coulter this year. He has 15 years of experience within the industry. Prior to his tenure at Beckman Coulter, Ron served as a laboratory technician and hospital corpsman in the U.S. Navy for five years. During this time, he simultaneously earned a master’s degree in Health Science. Ron continues to pursue higher education and recently obtained a Master of Business Administration (MBA) degree from the University of Phoenix.
Delivering excellent customer technical support is a personal mission for Ron because he worked as a lab tech early in his career. He knows exactly what it feels like to be on the other end of the line troubleshooting a down instrument when every second counts. He also realizes that labs of all sizes worldwide are facing increasing demands these days. This has been especially true considering the current pandemic.
“The lab is a tough environment,” said Ron. “It’s not just pushing buttons. There are a lot of things that go on, and I’ve been there, having to call technical support in the middle of the night when no one is around.” Because he understands the pressure labs and lab techs face, he gives his all to resolve problems from a technical standpoint.
“What excites me most about my job is helping customers on the other side of that call,” said Ron. “I get different types of calls every day — there’s not one similar call, and that’s what makes my job so unique and rewarding. Every single call enhances my knowledge about Beckman Coulter product lines — it’s just amazing.”
Ron remembers working a third shift, around midnight on a Friday where he received a call from a particularly distressed customer who was not familiar with the software of the instrument and was getting incorrect parameter errors.
“He was all by himself in the laboratory at that odd hour with no support around him,” said Ron. “The customer was truly worried and needed to resolve the issue as soon as possible.”
The lab did not have a backup instrument. Without a working instrument, the customer would be down the entire night and possibly the whole weekend.
The account did not have PROService, which meant Ron could not connect to the instrument remotely. After hearing the customer out and asking several key questions, Ron patiently guided the customer step-by-step over the phone to adjust certain parameters in the AU software to get the instrument up and running.
“I was able to prevent a service call and the instrument didn’t give him any other problems that night or the entire weekend,” said Ron. “I could sense the customer’s relief over the phone; he was beyond grateful.”
As a member of the customer technical support team, Ron takes great pride and ownership in his work. “It puts me at the frontline of our company, I’m the voice of Service and I consider it a big responsibility,” he said. “Whenever I answer that phone call, it doesn’t matter what time of day it is, I always give 110% to make sure I represent Beckman Coulter in the best way possible.”
Stay tuned for next month to learn about more members of the dedicated CTS team.