Technical Customer & Applications Support Supervisor - Invitro Diagnostics

Radiometer; Centurion; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

ICP Bonus 10%

Medical insurance

Pension & Car Allowance

Job summary

Beckman Coulter Diagnostics, a Danaher operating company, is seeking a Technical Customer & Applications Support Supervisor to manage two departments in Samrand, Gauteng. This on-site role reports to the Service & Technical Support Manager of South Africa and requires leading a cross-functional team of application specialists and support staff.

You will drive KPIs, oversee training, and coordinate with sales, field service, and product development to ensure top-tier customer service and rapid

Qualifications

• 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.
• 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, valid driver's license, and eligibility for 30% travel; must be a South African citizen.

Responsibilities

• Supervise the Command Center Support Specialist staff & Application Specialist staff to meet customer needs and expectations in a timely manner.
• Oversee Command Center facilities ensuring ISO compliance.
• Ensure training and ISO processes stay current and accurate.
• Resolve customer problems and issues.
• Drive performance by establishing KPIs and aligning goals to business objectives.
• Lead major customer-facing projects including large-scale instrument rollouts.
• Facilitate stakeholder meetings to drive communication, planning and project success.
• Coordinate escalation management between external customers and internal global support.
• Identify customer training needs and develop tailored solutions.
• Identify internal training needs and facilitate workshops and mentoring.
• Manage the local training center including planning, budgeting and resources.
• Collaborate with Sales, Field Service, and Product Development to ensure seamless service delivery.
• Deliver scientific and technical presentations to stakeholders.
• Evaluate training effectiveness through feedback and metrics.
• Design training schedules and modules for customers and internal teams.

Skills

People management

Lab workflows knowledge

Customer tech support

ISO & GDP knowledge

Training development

Travel readiness

Education

Bachelor's degree in Biomedical Science / Medical Laboratory Science / Biotechnology / Biochemistry / Microbiology / Engineering

Job description

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.

Responsibilities

• Supervises the Command Center Support Specialist staff & Application Specialist staff to ensure customer needs and expectations are met in a timely manner.
• The incumbent oversees the Command Center facilities ensuring ISO compliance.
• The incumbent will 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 implemented training schedules and modules to support customer and internal teams, including field service and sales.
• Advice 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.

Essential Requirements

• 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
• 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.

Preferred Experience

It would be a plus if you also possess previous experience in: (These would strengthen the candidate profile) 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. Check out our benefits at Danaher Benefits Info.

This job is also eligible for 10% Beckman Diagnostics Global ICP Bonus Plan.

We offer comprehensive package of benefits including paid time off, medical insurance, Pension and Car Allowance & Insurance to eligible employees.

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.

For more information, visit www.danaher.com.

Danaher is a leading global life sciences, biotechnology, and diagnostics innovator, helping to solve many of the world's most important health challenges, ultimately improving quality of life for billions of people today, while setting the foundation for a healthier, more sustainable tomorrow. The Danaher ecosystem is made up of more than 15 businesses united by a shared commitment to innovate for tangible impact.

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