Call Centre Team Lead - Coaching, Performance & Cx

Msxinternational; Pretoria; On-site; ZAR 650,000 - 850,000; Full time

Benefits offered by this job

Medical Insurance

Pension

Car Allowance & Insurance

Paid Time Off

Job summary

Beckman Coulter Diagnostics, a Danaher operating company, seeks a Technical Customer & Applications Support Supervisor for the Samrand, Gauteng area. You will oversee two departments: Application Specialists and Customer Technical Support Specialists, ensuring timely customer support and project delivery on-site.

The role requires a Bachelor's in a relevant field, strong people management skills, and 30% travel.

Qualifications

• Bachelor's Degree in Biomedical Science, Biotechnology, Biochemistry, Microbiology or Engineering.
• Experience leading teams and managing performance & talent.
• Knowledge of diagnostic instruments or lab workflows.
• Experience in technical training development and delivery.

Responsibilities

• Supervise Command Center and Application Specialist staff to meet customer needs.
• Ensure ISO compliance across Command Center facilities and processes.
• Drive KPIs and align team goals with business objectives.
• Lead major customer-facing projects and instrument rollouts.
• Coordinate training needs and deliverment for engineers and specialists.
• Manage internal and external stakeholder meetings to ensure successful delivery.

Skills

People Management

Project Management

Technical Training

Customer Support Systems

Education

Bachelor's degree in Biomedical Science / Engineering

Tools

DBS tools

Job description

Technical Customer & Applications Support Supervisor - Invitro Diagnostics

Bring more to life.
Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?
At Beckman Coulter Diagnostics, one of Danaher's ( 15+ operating companies, our work saves lives-and we're all united by a shared commitment to innovate for tangible impact.
You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact - innovating at the speed of life.
As a global leader in clinical diagnostics, Beckman Coulter Diagnostics has challenged convention to elevate the diagnostic laboratory's role in improving patient health for more than 90 years. Our diagnostic solutions are used in routine and complex clinical testing, and are used in hospitals, reference and research laboratories, and physician offices around the world. Every hour around the world, more than one million tests are run on Beckman Coulter Diagnostics systems, impacting 1.2 billion patients and more than three million clinicians per year. From uncovering the next clinical breakthrough, to rapid and reliable sample analysis, to more rigorous decision making-we are enabling clinicians to deliver the best possible care to their patients with improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence.
Learn about the Danaher Business System ( which makes everything possible.
The Technical Customer & Applications Support Supervisor is responsible for managing 2 departments, a cross‑functional team comprising Application Specialists, and Customer Technical Support Specialists (Call Centre / Command Centre).
This position reports to the Service & Technical Support Manager of South Africa and is part of the Customer Support > Field Applications - M1 Career Level, located in Samrand Gauteng and will be an on‑site role.

In this role, you will have the opportunity to:

• Supervises the Command Center Support Specialist staff & Application Specialist staff to ensure customer needs and expectations are met in a timely manner.
• Oversee the Command Center facilities ensuring ISO compliance.
• Ensure Command Center Specialists compliance training and ISO regulated processes stay current and accurate.
• Involved in the resolution of customers' problems and issues.
• Drive performance across departments by establishing KPIs and aligning goals to business objectives.
• Lead major customer‑facing projects, including large‑scale instrument rollouts, ensuring alignment with customer needs and timelines.
• Facilitate internal and external stakeholder meetings to drive communication, planning and project success.
• Drive efficient local escalation management by acting as a critical point of contact, ensuring effective communication and collaboration between external customers and internal global support for swift problem resolution.
• Identify customer training needs and develop tailored solutions to ensure customer success and satisfaction.
• Identify internal training needs for engineers, Command Centre and application specialists and facilitate workshops and mentoring to close gaps.
• Support strategic partnerships with channel partners through needs assessments and customized training solutions aligned to business development and technical account management capabilities.
• Oversee the daily operations of support departments using Danaher Business System (DBS) tools for process improvement (e.g., PSP, Kaizen, VSM).
• Write and implement standard work procedures, training documentation, and work instructions in compliance with healthcare industry standards.
• Assess teams' development needs and design targeted upskilling plans. Ensure continual staff development to meet evolving technical training demands.
• Manage the local training center, including planning, budgeting, and resource allocation.
• Liaise with cross‑functional departments such as Sales, Field Service, and Product Development to ensure seamless service delivery.
• Deliver scientific and technical presentations to internal and external stakeholders, enhancing cross‑functional understanding and engagement.
• Evaluate the effectiveness of training solutions through feedback and performance metrics, supporting continual improvement and user satisfaction.
• Design and implement training schedules and modules to support customer and internal teams, including field service and sales.
• Advise on personnel decisions, including hiring, performance management, and disciplinary actions.
• Manage vendor and consultant relationships to support training and service delivery.
• Ensure team compliance with internal standards and healthcare industry regulations.
• Action multiple administrative tasks for teams which relate to expenses, overtime, Travel and HR related functions.

The essential requirements of the job include:
• Bachelor's Degree in one of the following fields:
• Biomedical Science / Medical Laboratory Science
• Biotechnology, Biochemistry, Microbiology
• Engineering (Electrical, Electronic, Biomedical, or Mechanical)
• Technical / Industry Knowledge Requirements:
• People Management experience, including Performance & Talent Management.
• Knowledge of diagnostic instruments or laboratory workflows
• Experience with customer technical support systems
• Understanding of healthcare regulatory standards (ISO, Good Documentation Practice, etc.)
• Experience in technical training development and presentation delivery
• Travel, Motor Vehicle Record & Physical/Environment Requirements: if applicable for role
• Ability to travel - 30% travel, overnight, within territory or locations
• Must have a valid driver's license
• Must be a South African Citizen
• It would be a plus if you also possess previous experience in:
• Postgraduate Qualification (Advantage)
• Honours or master's degree in a scientific or engineering discipline
• Postgraduate Diploma in Management, such as:
• Project Management
• Business Administration
• Operations Management

Beckman Coulter Diagnostics, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job.
• 10% Beckman Diagnostics Global ICP Bonus Plan
• Paid time off
• Medical insurance
• Pension
• Car Allowance & Insurance
ë Note: No amount of pay is wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
Join our winning team today. Together, we'll accelerate the real‑life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. All your information will be kept confidential according to EEO guidelines.