Manager Technical Support & Escalation

Join to apply for the Manager Technical Support & Escalation role at Beckman Coulter Diagnostics The Technical Support Manager for Beckman Coulter Diagnostics leads the 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 team and will be fully remote. Overview Beckman Coulter Diagnostics is part of Danaher, collaborating with six other Diagnostics Companies. We are committed to advancing healthcare and building a culture that supports diverse backgrounds, experiences, and perspectives. The role reports to the Senior Manager Technical Support and Escalation. Responsibilities Lead, mentor, and manage a team of technical support specialists, providing guidance, training, and performance evaluations. Foster a collaborative, high-performance culture and develop career paths for team members. Monitor product line performance and manage escalated customer issues, coordinating with other departments as needed. Develop and implement support strategies, policies, and procedures to enhance efficiency and effectiveness. Establish and monitor KPIs to ensure SLAs and customer satisfaction goals are met. Collaborate with R&D, Quality Assurance, and Product Management to resolve complex technical issues and improve product quality. Support new product introductions by disseminating accurate information to local application engineering teams. Oversee timely and accurate resolution of customer inquiries and technical issues; provide hands-on support when necessary. Maintain a customer-centric approach and deliver exceptional service; support sales during customer visits when critical issues arise. Monitor and analyze support metrics to identify trends and training needs; drive continuous improvement initiatives. Qualifications Bachelor’s degree in a related field (e.g., Biomedical Engineering, Life Sciences, Information Technology) 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. Proven leadership and people-management abilities with the capacity 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. Interviews will provide additional information about the remote-work arrangement. J-18808-Ljbffr

Location: Torino, Piemonte, IT

Posted Date: 9/17/2025