Manager Technical Support & Escalation

Leica Microsystems; Milano; Remoto; EUR 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

A global diagnostics company is seeking a Technical Support Manager to lead their remote technical support team. The role requires strong leadership, problem-solving skills, and a solid background in the diagnostics industry. Responsibilities include managing technical escalations, developing support strategies, and ensuring customer satisfaction. Candidates should have a Bachelor's degree in a related field and at least 2 years of leadership experience.

Competenze

• Minimum 2 years of experience in a leadership or management role within technical support.
• Strong background in the diagnostics industry and knowledge of diagnostic instruments.
• Willingness to travel 50% of the time.

Mansioni

• Lead and manage a team of technical support specialists.
• Develop support strategies and enhance technical support team efficiency.
• Establish KPIs and ensure customer satisfaction goals are met.

Conoscenze

Leadership

Problem-solving

Technical Support

Customer-centric approach

Formazione

Bachelor's degree in Biomedical Engineering or related field

Descrizione del lavoro

Overview

Da remoto: Remoto

Vacancy opened to applicants from all EU Countries

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.

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 and coordinate with other departments to resolve escalated customer issues.
• Manage and resolve escalated customer issues, coordinating with other departments when necessary.
• 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 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 introduction by 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 and deliver exceptional service; 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 and training needs; implement continuous improvement initiatives to enhance service quality.

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; the ability to motivate and develop team members.
• Willingness to travel 50% of the time.

Work Arrangement

This position is eligible for a remote work arrangement in which you can work remotely from your home.

Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide.