Manager Technical Support & Escalation

Beckman Coulter Diagnostics; Veneto; Ibrido; EUR 70.000 - 90.000; Tempo pieno

Descrizione del lavoro

A leading diagnostics company is seeking a Manager for Technical Support & Escalation, responsible for leading a team to ensure high customer satisfaction. The ideal candidate should have a background in diagnostics, strong leadership skills, and be prepared for up to 50% travel. This is a full-time, remote-friendly role based in Europe, suitable for candidates across the EU.

Servizi

Flexible remote working arrangements

Inclusive work environment

Competenze

• Minimum of 2 years in a leadership or management role in technical support.
• Proven track record in the diagnostics industry.
• Ability to troubleshoot complex technical issues.

Mansioni

• Lead and manage a team of technical support specialists.
• Develop and implement support strategies.
• Monitor KPIs to ensure customer satisfaction goals are met.
• Handle escalated cases and provide hands-on support.

Conoscenze

Technical support leadership

Strong problem-solving skills

Team management

Fluent English

Formazione

Bachelor’s degree in Biomedical Engineering or related field

Descrizione del lavoro

Overview

Join to apply for the Manager Technical Support & Escalation role at Beckman Coulter Diagnostics.

Vacancy opened to applicants from all EU Countries. Beckman Coulter Diagnostics is part of Danaher and is focused on advancing and optimizing the laboratory to move science and healthcare forward. This role is part of the European Customer Care and will be fully remote. The Technical Support Manager leads the technical support team for Clinical Chemistry diagnostics product lines to ensure 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.

You will be part of the Technical Support and Escalation Team and report to the Senior Manager Technical Support and Escalation. This position is based in Europe and is eligible for remote work. Additional information about the remote work arrangement will be provided by the interview team. The role is located in Venice, Veneto, Italy for the job posting context.

Travel : up to 50% of the time.

Equality and inclusion: Beckman Coulter Diagnostics supports flexible, remote working arrangements where eligible.

Note: The multilingual content includes English and French descriptions of the role and company within this job posting.

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.
• Manage and resolve escalated customer issues, coordinating with other departments when necessary.
• Develop and implement support strategies, policies, and procedures to enhance 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 reagent introductions by cascading information to local teams of application engineers.
• Oversee timely and accurate resolution of customer inquiries and technical issues.
• Handle escalated cases and provide hands-on support when necessary.
• Maintain a customer-centric approach to deliver exceptional service and support sales during customer visits with action plans for critical issues.
• Monitor and analyze support metrics to identify trends, training needs, and opportunities for improvement.
• 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 up to 50% of the time.

Location and Employment Type

Remote-friendly European role; based in Europe with potential travel.

Employment type: Full-time.

Legal / Joining Details

Beckman Coulter Diagnostics is committed to an inclusive and flexible work environment. This position is eligible for remote work from your home. Additional information will be provided during the interview process.