Manager Technical Support & Escalation

MasterCard; Milano; Remoto; EUR 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

A leading diagnostics company is seeking a Technical Support Manager to lead a remote team in providing exceptional customer support. The ideal candidate will have a background in biomedical engineering or related fields and substantial experience in technical support, particularly in the diagnostics industry. This role is crucial for maintaining high levels of customer satisfaction and involves leadership, strategy implementation, and operational excellence.

Competenze

• Minimum 2 years of experience in a leadership role in technical support.
• Strong background in the diagnostics industry.
• Willingness to travel 50% of the time.

Mansioni

• Lead and manage a team of technical support specialists.
• Implement support strategies and monitor KPIs.
• Oversee resolution of customer inquiries and technical issues.
• Analyze support metrics for continuous improvement.

Conoscenze

Leadership and team management

Problem-solving skills

Knowledge of diagnostic instruments

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. Our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

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.

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 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 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. Support new products and reagents introduction cascading the right information to local team of application engineers.
• 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.

Requirements

• 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, Motor Vehicle Record Requirements: Willingness to travel 50% of the time.

Remote / work arrangement

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.

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