Vacancy opened to applicants from all EU Countries Wondering what’s within Beckman Coulter Diagnostics? Take a closer look. At first glance, you’ll see that for more than 80 years we’ve been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We’re building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and you’ll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful. Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges. This position is part of the European Customer Care located in Europe and will be fully remote. At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time. You will be a part of the Technical Support and Escalation Team and report to the Senior Manager Technical Support and Escalation responsible for: 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 within the team. - 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 and collaborate with other departments such as R&D, Quality Assurance, and Product Management to resolve complex technical issues and improve product quality. 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. - Ensure a high level of customer satisfaction by maintaining a customer-centric approach and delivering exceptional service. - Support Sales during customer visits to explain Service and Application performances and action plan when critical issues have been 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. The essential requirements of the job include: - 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. - Fluent English Travel, Motor Vehicle Record Requirements: - Willingness to travel 50% of the time At Beckman Coulter Diagnostics we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide. LI-EB1 À première vue, vous constaterez que depuis plus de 80 ans, nous nous consacrons à faire progresser et optimiser les laboratoires afin de faire avancer la science et les soins de santé. Rejoignez une équipe où vous pouvez vous exprimer, être soutenu et rester vous-même. Nous construisons une culture qui célèbre les origines, les expériences et les perspectives de tous nos collaborateurs. Regardez encore, et vous verrez que nous investissons en vous, en vous offrant l’opportunité de bâtir une carrière enrichissante, d’être créatif et d’essayer de nouvelles choses avec le soutien nécessaire pour réussir. Beckman Coulter Diagnostics est fier de collaborer avec une communauté de six autres entreprises de diagnostic au sein de Danaher. Ensemble, nous évoluons au rythme du changement pour améliorer la vie des pa