Overview
Beckman Coulter Diagnostics is seeking a Technical Support Manager for Beckman Coulter Diagnostics, responsible for leading 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 position is part of the European Customer Care team, located in Europe and will be fully remote.
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.
* 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.
* 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.
* 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.
* 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.
* 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
* Willingness to travel 50% of the time
Beckman Coulter Diagnostics supports flexible, remote working arrangements for eligible roles and is committed to providing enriching careers, no matter the work arrangement. Additional information about the remote work arrangement will be provided by the interview team.
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