Manager Technical Support & Escalation

Overview

Join to apply for the Manager Technical Support & Escalation role at Danaher Life Sciences. The Technical Support Manager for Beckman Coulter Diagnostics leads the technical support team for Clinical Chemistry diagnostics product lines. This role is part of the European Customer Care, based in Europe and will be fully remote.

Beckman Coulter Diagnostics is proud to work with a community of six fellow Diagnostics Companies at Danaher. The organization emphasizes a culture that supports, values diverse backgrounds and perspectives, and offers opportunities to build a meaningful career with the support needed to succeed.

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 Product Line performances and manage escalated customer issues, coordinating with other departments when necessary.

Support Strategy and Operations

• 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 reagents introduction, cascading the right information to local teams 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 and exceptional service.
• Support Sales during customer visits to explain service and application performances and action plans for critical issues.

Quality and Continuous Improvement

• Monitor and analyze support metrics to identify trends and training needs.
• Implement continuous improvement initiatives to enhance the quality of support services.

Essential Requirements

• Bachelor’s degree in a related field 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.

Remote Work and Travel

This position is eligible for remote work from home. Details about the remote work arrangement will be provided by the interview team.