Overview
Beckman Coulter Diagnostics is seeking a Remote Technical Support Manager for Clinical Chemistry diagnostics product lines. This position is part of the European Customer Care team located in Europe and will be fully remote. The role supports the company vision to relentlessly reimagine healthcare, one diagnosis at a time.
Vacancy opened to applicants from all EU Countries.
Role
The Technical Support Manager is responsible for leading our technical support team for Clinical Chemistry diagnostics product lines. This role is critical in ensuring the highest level of customer satisfaction through effective management of the technical support function. The ideal candidate will have a deep understanding of the medical device industry, exceptional leadership skills, and a proven track record in technical support.
Responsibilities
* Leadership and Team Management: Lead, mentor, and manage a team of technical support specialists, providing guidance, training, and performance evaluations. Foster a collaborative and high-performance culture. Develop career paths and growth opportunities for team members. Monitor the Product Line performances.
* Managing and resolving escalated customer issues, coordinating with other departments when necessary.
* Support Strategy and Operations: Develop and implement support strategies, policies, and procedures to enhance the efficiency and effectiveness of the technical support team. Establish and monitor key performance indicators (KPIs) to ensure the team meets service level agreements (SLAs) and customer satisfaction goals. Coordinate with R&D, Quality Assurance, and Product Management to resolve complex technical issues and improve product quality. Support new products and reagents introduction by cascading the right information to the local team of application engineers.
* Customer Support: Oversee the timely and accurate resolution of customer inquiries and technical issues. Handle escalated customer issues and provide hands-on support when necessary. Maintain a customer-centric approach to deliver exceptional service. Support Sales during customer visits to explain Service and Application performances and action plans when critical issues are raised.
* Quality and Continuous Improvement: Monitor and analyze support metrics to identify trends, areas for improvement, and training needs. Implement continuous improvement initiatives to enhance the quality of support services.
Qualifications
* Bachelor’s degree in a related field (e.g., Biomedical Engineering, Life Sciences, Information Technology) or equivalent experience.
* Solid experience in technical support, with at least 2 years in a leadership or management role.
* Strong background in the diagnostics industry, with knowledge of diagnostic instruments, assays, and related technologies.
* Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
* Strong leadership and team management skills, with the ability to motivate and develop team members.
Travel
* Willingness to travel 50% of the time.
Additional notes: This position is eligible for remote work from your home. Detailed information about the remote work arrangement will be provided by the interview team.
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