Technical Command Centre Specialist / Application Specialist (Hematology experience required) - based in Melbourne at Danaher Corporation

Melbourne, Victoria, Australia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Diagnostics, Medical DevicesIndustries

Requirements

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
Previous experience using Salesforce is desirable
Must hold unrestricted Australian or New Zealand working rights
Hematology experience required

Responsibilities

Provide remote technical and application support to customers, diagnosing, troubleshooting, and resolving instrument issues via phone or email, ensuring minimal equipment downtime, and escalating complex cases as needed
Manage the complete service lifecycle—from call logging and triage to on-site coordination—prioritising cases based on urgency, customer impact, and instrument status while maintaining accurate documentation in Oracle or ServiceMax
Act as a trusted technical partner for customers and internal teams, managing escalations, providing timely updates, and ensuring a transparent and empathetic customer experience
Coordinate with Field Service Engineers (FSEs) to schedule and allocate jobs efficiently, supporting the Service Administration team in order creation, warranty validation, and ensuring contractual compliance
Foster a customer-first mindset by tracking NPS and service feedback, identifying root causes, and supporting initiatives that strengthen satisfaction and loyalty
Optimise field engineer utilization, drive high first-time fix rates, and ensure exceptional customer experience as the central point of contact for customer technical inquiries
Support Hematology customers nationally (80% remote TCC) and perform field-based FAS activities for Victoria-based Hematology customers (20%)

Skills

Key technologies and capabilities for this role

HematologyTechnical SupportRemote DiagnosticsCustomer ServiceService CoordinationField ServiceTele-supportEquipment Uptime

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

The position is based in Melbourne and primarily remote, with approximately 80% of time (4 days/week) in the Technical Command Centre supporting customers nationally, and 20% (1 day/week) field-based for Victoria customers.

What salary or compensation does this role offer?

This information is not specified in the job description.

What skills or experience are required for this position?

Hematology experience is required, along with skills in remote technical and application support, troubleshooting instrument issues, managing service calls in systems like Oracle or ServiceMax, and coordinating with field service engineers.

What is the company culture like at Beckman Coulter Diagnostics?

The company builds a culture that celebrates backgrounds, experiences, and perspectives of all associates, where you can be heard, supported, and yourself, with investment in career growth, creativity, and support for success.

What makes a strong candidate for this Technical Command Centre Specialist role?

Strong candidates will have required Hematology experience and demonstrate expertise in remote troubleshooting, service coordination, customer communication, and optimizing field engineer dispatch to ensure high first-time fix rates and exceptional customer experience.

Danaher Corporation

Water quality, diagnostics, and identification solutions

About Danaher Corporation

Danaher Corporation operates in key markets such as water quality, product identification, and diagnostics. The company provides precision instruments and advanced purification technologies for analyzing and managing water, ensuring its safety in various environments. In product identification, Danaher specializes in laser marking, coding, and packaging solutions that help maintain product freshness and accurate labeling throughout the supply chain. In the diagnostics sector, Danaher offers tools and software that enhance diagnostic confidence, enabling healthcare providers to deliver effective care. What sets Danaher apart from competitors is its unique Danaher Business System, which focuses on continuous improvement and empowers employees to drive change. The company's goal is to consistently deliver high-performance products and solutions while maintaining leadership in its markets.

Washington, District of ColumbiaHeadquarters

1969Year Founded

IPOCompany Stage

Industrial & Manufacturing, Healthcare, Consumer GoodsIndustries

10,001+Employees

Risks

Increased competition from Roche and Abbott in AI-driven diagnostics.

Potential regulatory challenges in the EU for water quality sector.

Supply chain vulnerabilities affecting precision instruments sourcing.

Differentiation

Danaher's Danaher Business System drives continuous improvement and superior financial performance.

The acquisition of Cytiva enhances Danaher's capabilities in the biopharmaceutical sector.

Danaher's advanced purification technologies meet increasing demands for sustainable water management.

Upsides

Danaher's investment in AI-driven healthcare solutions boosts its diagnostics capabilities.

Cytiva acquisition expands Danaher's market share in the biopharmaceutical sector.

Point-of-care testing demand drives growth for Danaher's diagnostic tools and software.

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