Manager Technical Support & Escalation

Overview

Vacancy opened to applicants from all EU Countries. Beckman Coulter Diagnostics has 80+ years of experience advancing and optimizing the laboratory to move science and healthcare forward. We offer a culture that supports individuality, celebrates diverse backgrounds and perspectives, and provides opportunities to build a meaningful career with support to succeed.

Beckman Coulter Diagnostics is proud to work with a community of six fellow Diagnostics Companies at Danaher. Together, we work at the pace of change to improve patient lives with diagnostic tools that address major global health challenges.

Technical Support Manager for Beckman Coulter Diagnostics is responsible for leading our technical support team for Clinical Chemistry diagnostics product lines. This role is critical to ensuring 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 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 part of the Technical Support and Escalation Team and report to the Senior Manager Technical Support and Escalation.

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 product and reagent introductions, cascading the right information to the local team of application engineers.
• Oversee timely and accurate resolution of customer inquiries and technical issues; handle escalated issues and provide hands-on support when necessary.
• Maintain a high level of customer satisfaction with a customer-centric approach and exceptional service.
• Support Sales during customer visits to explain service and application performances and outline action plans for critical issues.
• Monitor and analyze support metrics to identify trends, improvements, and training needs; implement continuous improvement initiatives.

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.

Travel: Willingness to travel up to 50% of the time.

Remote Work & Additional Information

This position is eligible for remote work from your home. Additional information about the remote work arrangement will be provided by the interview team. Be sure to explore the flexibility and challenge that Beckman Coulter Diagnostics can offer.