Overview
Beckman Coulter Diagnostics is seeking a Technical Support Manager for Clinical Chemistry diagnostics product lines. This role leads the technical support function to ensure the highest level of customer satisfaction. The ideal candidate will have deep knowledge of the medical device industry, strong leadership skills, and a proven track record in technical support. This position is part of the European Customer Care team and will be fully remote within Europe.
Responsibilities
* Lead, mentor, and manage a team of technical support specialists, providing guidance, training, and performance evaluations.
* Foster a collaborative and high-performance culture within the team.
* Develop career paths and growth opportunities for team members.
* Monitor the Product Line performances.
* Manage and resolve escalated customer issues, coordinating with other departments when necessary.
* Develop and implement support strategies, policies, and procedures to enhance efficiency and effectiveness of the technical support team.
* Establish and monitor KPIs to ensure SLAs and customer satisfaction goals are met.
* Coordinate with R&D, Quality Assurance, and Product Management to resolve complex technical issues and improve product quality.
* Support new products and reagents by cascading the right information to local teams of application engineers.
* Oversee the timely and accurate resolution of customer inquiries and technical issues; handle escalated issues and provide hands-on support when necessary.
* Maintain a customer-centric approach to ensure high levels of customer satisfaction and service quality.
* Support Sales during customer visits to explain Service and Application performances and action plans for critical issues.
* Monitor and analyze support metrics to identify trends, drive continuous improvement, and identify training needs.
Requirements
* 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 people management skills with the ability to motivate and develop team members.
Travel
Willingness to travel 50% of the time.
Remote Work and Additional Information
The position is eligible for remote work from your home. Additional information about the remote work arrangement will be provided by the interview team. This role is part of Beckman Coulter Diagnostics and is aligned with our commitment to flexible, remote working arrangements where eligible.
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