UK Customer Technical Call Center Manager

Danaher; Chesham Bois; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global diagnostics company is seeking a Customer Technical Support and Coordination Manager in Chesham Bois. This role involves overseeing the customer technical call center, enhancing support strategies, and leading a high-performance team. Candidates should have a relevant degree and at least 5 years of technical support experience, including 3 years in a leadership role. Fluency in English and another European language is essential. Join us to impact patient lives through advanced diagnostic tools.

Qualifications

• Minimum of 5 years of experience in technical support, with at least 3 years in a leadership role.
• Ability to motivate and develop team members.
• Experience in the healthcare industry is a plus.

Responsibilities

• Develop and implement support strategies for the Customer Technical call center.
• Improve customer service experience using NPS and VOC feedback.
• Foster a collaborative culture within the team.

Skills

Leadership and team management

Exceptional communication skills

Technical support experience

Knowledge of regulatory standards

Fluency in English and one other European language

Education

Bachelor’s degree in Biomedical Engineering or Life Sciences

Job description

Overview

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 Customer Care Organization and is based full-time onsite at our Amersham office in the United Kingdom. You will be a part of the CTS & Coordination European Team and report to the European Senior Manager Customer Technical Support and Coordination responsible for strategic leadership of the whole European team to enhance customer support and experience. If you thrive in a fast paced, customer centric role and want to work to build a world-class service organization—read on.

What's within Beckman Coulter Diagnostics? 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.

Role: The M2 Customer Technical Support and Coordination Manager UK is responsible for overseeing and managing the customer technical call center and dispatching operations, ensuring efficient and effective communication between our technical support teams and customers.

Opportunity: The leadership role supports the European team in delivering strategic leadership and improving customer support and experience.

Responsibilities

• Develop and implement support strategies, policies, and procedures to enhance the efficiency and effectiveness of the Customer Technical call center and dispatching to guarantee the best customer satisfaction.
• Assist in improving customer service experience using Net Promoter Score (NPS) feedback and Voice of the Customer (VOC).
• Drive planning for engineers in terms of proactive and reactive activities.
• Take ownership of customer issues, escalating if necessary, including regular communication with internal and external customers where required.
• Foster a collaborative and high-performance culture within the team by analyzing and providing statistics for the CTS Team to improve objectives and set KPIs.
• Drive a culture of high performance and change management through developing talent, engagement, and D&I initiatives.
• Keep ahead of industry developments and apply best practices to areas highlighted for improvement using DBS tools.

Essential requirements

• Bachelor’s degree in a related field (e.g., Biomedical Engineering, Life Sciences) or equivalent experience.
• Minimum of 5 years of experience in technical support, with at least 3 years in a leadership or management role.
• Strong leadership and team management skills, with the ability to motivate and develop team members.
• Exceptional communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and other stakeholders, fluent in English and one other European language.
• Knowledge of regulatory standards and compliance requirements in the diagnostics industry.

Travel, Motor Vehicle Record & Physical/Environment Requirements

• Ability to travel 25% travel, overnight, within territory or locations.

It would be a plus if you also possess previous experience in

• Experience in the healthcare industry with multiple examples of successfully leading complex technical projects and teams with the ability to work independently and part of a team.
• Ability to think outside the box and express creative thinking and innovative ideas.

#LI-Onsite

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com