Overview Da remoto: Remoto Vacancy opened to applicants from all EU Countries Wondering what’s within Beckman Coulter Diagnostics? Take a closer look. At Beckman Coulter Diagnostics we’ve been dedicated to advancing and optimizing the laboratory to move science and healthcare forward for more than 80 years. We’re building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. We’re 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. The Technical Support Manager for Beckman Coulter Diagnostics is responsible to lead 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. 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 : 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. Manage and resolve 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 KPIs to ensure 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 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 arise. 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 Travel 50% of the time Additional Information 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 J-18808-Ljbffr