Remote: Fully remote
Vacancy opened to applicants from all EU Countries
Overview
Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. We’re dedicated to advancing and optimizing the laboratory to move science and healthcare forward. 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.
The Technical Support Manager for Beckman Coulter Diagnostics is responsible for leading our technical support team for Clinical Chemistry diagnostics product lines. This role ensures 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, strong leadership skills, and a proven track record in technical support.
This position is part of the European Customer Care and will be fully remote. Our vision is to relentlessly reimagine healthcare, one diagnosis at a time.
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 product line performance and escalate issues as needed.
* 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 issues and improve product quality.
* Support new products and reagent introductions, cascading the right information to local teams of application engineers.
* Oversee timely and accurate resolution of customer inquiries and technical issues; provide hands-on support when necessary.
* Maintain a customer-centric approach to deliver exceptional service and support sales during customer visits as needed.
* Monitor and analyze support metrics to identify trends, areas for improvement, and training needs; drive continuous improvement initiatives.
Qualifications
* Bachelor’s degree in Biomedical Engineering, Life Sciences, Information Technology, or related field, 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
Remote and Other Notes
Beckman Coulter Diagnostics supports flexible, remote working arrangements for eligible roles and provides enriching careers regardless of work arrangement. Additional information about the remote work arrangement will be provided during the interview process.
#LI-EB1
#J-18808-Ljbffr