Manager Technical Support & Escalation

Beckman Coulter Diagnostics; Palermo; Remoto; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A global diagnostics company is seeking a Technical Support Manager to lead the technical support team for Clinical Chemistry diagnostics. This fully remote role requires strong leadership, a Bachelor's degree in a related field, and experience in the diagnostics industry. You will ensure high levels of customer satisfaction and develop strategies for technical support operations. Willingness to travel up to 50% is necessary.

Competenze

• Bachelor's degree in Biomedical Engineering, Life Sciences, or Information Technology, or equivalent experience.
• Minimum 2 years in a leadership or management role in technical support.
• Strong background in the diagnostics industry with knowledge of diagnostic instruments.

Mansioni

• Lead and manage a team of technical support specialists.
• Develop and implement support strategies, policies, and procedures.
• Oversee timely resolution of customer inquiries and technical issues.
• Monitor support metrics and implement continuous improvement initiatives.

Conoscenze

Leadership and Team Management

Technical Support

Problem-solving skills

Fluent English

Formazione

Bachelor's degree in a related field

Descrizione del lavoro

Overview

Vacancy opened to applicants from all EU Countries. Beckman Coulter Diagnostics is building a culture that celebrates backgrounds, experiences, and perspectives of all associates. 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 position is part of the European Customer Care located in Europe and will be fully remote.

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.

At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

Join a winning team that accelerates the real-life impact of tomorrow’s science and technology. For more information, visit

Responsibilities

• Leadership and Team Management: Lead, mentor, and manage a team of technical support specialists, provide guidance, training, and performance evaluations; foster a collaborative, high-performance culture; develop career paths and growth opportunities; monitor product line performances; manage and resolve escalated customer issues in coordination with other departments.
• Support Strategy and Operations: Develop and implement support strategies, policies, and procedures; establish and monitor KPIs to ensure SLA attainment and customer satisfaction goals; collaborate with R&D, Quality Assurance, and Product Management to resolve complex issues and improve product quality; support new product and reagent introductions with proper information flow to local application engineering teams.
• Customer Support: Oversee timely and accurate resolution of customer inquiries and technical issues; handle escalations and provide hands-on support as needed; maintain a customer-centric approach and deliver exceptional service; support Sales during customer visits to explain service and application performance and action plans for critical issues.
• Quality and Continuous Improvement: Monitor support metrics, 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 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 up to 50% of the time.

Travel and Remote Work

This position is eligible for a remote work arrangement; additional information about remote work arrangements will be provided by the interview team. Travel requirement up to 50% may apply.

Company Context

Beckman Coulter Diagnostics is part of Danaher and collaborates with six diagnostic companies within the group, focused on improving patient lives through diagnostic tools and innovative healthcare solutions.