Manager Technical Support & Escalation

Danaher

  • Little Chalfont, Buckinghamshire
  • Permanent
  • Full-time
  • 2 days ago
Wondering what’s within Beckman Coulter Diagnostics? Take a closer look.At first glance, you’ll see that for more than 80 years we’ve been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We’re building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and you’ll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful.Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges.The Technical Support Manager for Beckman Coulter Diagnostics is responsible to lead our technical support team for Clinical Chemistry diagnostics product lines. This role is critical in ensuring 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.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 a part of the Technical Support and Escalation Team and report to the Senior Manager Technical Support and Escalation responsible forLeadership and Team Management:
  • 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.
  • Support team members in thinking solutions out of the box to elevate the customer experience.
  • Monitor the Product Line performances.
  • Managing and resolving escalated customer issues, coordinating with other departments when necessary.
Support Strategy and Operations:
  • Develop and implement support strategies, policies, and procedures to enhance the efficiency and effectiveness of the technical support team.
  • Establish and monitor key performance indicators (KPIs) to ensure the team meets service level agreements (SLAs) and customer satisfaction goals.
  • Coordinate and collaborate with other departments such as 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 team of application and engineers
Customer Support:
  • Oversee the timely and accurate resolution of customer inquiries and technical issues through various support channels (phone, email, chat, etc.).
  • Handle escalated customer issues and provide hands-on support when necessary.
  • Ensure a high level of customer satisfaction by maintaining a customer-centric approach and delivering exceptional service.
  • Support Sales during customer visits to explain Service and Application performances and action plan when critical issues have been raised.
Technical Expertise:
  • Maintain a thorough understanding of the diagnostics product line, including features, functionality, common issues, and troubleshooting techniques.
  • Stay updated on industry trends, emerging technologies, and best practices in technical support and diagnostics.
  • Develop and maintain a comprehensive knowledge base of technical support documentation, FAQs, and troubleshooting guides.
Quality and Continuous Improvement:
  • Monitor and analyse support metrics to identify trends, areas for improvement, and training needs.
  • Implement continuous improvement initiatives to enhance the quality of support services.
  • Ensure compliance with regulatory requirements and quality standards in the diagnostics industry.
The essential requirements of the job include:
  • Bachelor’s degree in a related field (e.g., Biomedical Engineering, Life Sciences, Information Technology) or equivalent experience.
  • Minimum of 5 years of 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, Motor Vehicle Record Requirements:
  • Willingness to travel 50% of the time
At Beckman Coulter Diagnostics we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide.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 .

Danaher