Manager Technical Support & Escalation

Beckman Coulter Diagnostics; Monza; In loco; EUR 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

A leading diagnostics company is seeking a Technical Support Manager to lead the technical support team for Clinical Chemistry products. This fully remote position requires strong leadership skills and deep knowledge of the diagnostics industry. Candidates should have a degree in a related field and at least 2 years in a management role. The role offers the opportunity to enhance customer satisfaction through effective support strategies.

Competenze

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

Mansioni

• Lead and mentor a technical support team to ensure high customer satisfaction.
• Manage escalated customer issues in coordination with other departments.
• Develop support strategies and monitor key performance indicators (KPIs).
• Oversee timely resolution of customer inquiries and technical issues.
• Implement continuous improvement initiatives for support services.

Conoscenze

Leadership and Team Management

Problem-solving

Technical Support

Customer Satisfaction

Communication

Formazione

Bachelor’s degree in Biomedical Engineering, Life Sciences, or Information Technology

Descrizione del lavoro

Overview

Vacancy opened to applicants from all EU Countries. Beckman Coulter Diagnostics is part of Danaher. We are building a culture that values diverse backgrounds and perspectives, and this role is fully remote within Europe.

Beckman Coulter Diagnostics is proud to work alongside a community of fellow Diagnostics Companies at Danaher. Together, we’re improving patient lives with diagnostic tools that address the world’s biggest health challenges. The Technical Support Manager for Beckman Coulter Diagnostics leads the technical support team for Clinical Chemistry diagnostics product lines and ensures the highest level of customer satisfaction through effective management of the technical support function. The ideal candidate will have deep knowledge of the medical device industry, strong leadership, and a proven track record in technical support.

This position is part of Eastern European Customer Care and will be fully remote. Our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

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 key performance indicators (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 reagent introductions 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 high level of customer satisfaction with a customer-centric approach. Support Sales during customer visits to explain service and application performance and action plans for critical issues.
• 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
• Fluent English
• Willingness to travel 50% of the time

Remote work arrangements are available for eligible roles; additional information will be provided by the interview team.

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