Manager Technical Support & Escalation

Overview Manager Technical Support & Escalation for Beckman Coulter Diagnostics. This role is responsible for leading the technical support team for Clinical Chemistry diagnostics product lines, 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 and will be fully remote. Beckman Coulter Diagnostics is proud to work within a Danaher network and is committed to flexible, remote working arrangements where eligible. The company emphasizes a diverse, inclusive culture and aims to support career growth and development. 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. Monitor the Product Line performance and manage/escalate 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 meet SLAs and customer satisfaction goals. Collaborate with R&D, Quality Assurance, and Product Management to resolve complex technical issues and improve product quality. Support new product and reagent introductions by cascading the right information to local application engineering teams. Oversee timely and accurate resolution of customer inquiries and technical issues, including hands-on support for escalated cases when necessary. Support Sales during customer visits to explain Service and Application performances and action plans for critical issues. Monitor support metrics to identify trends, drive improvements, and inform training needs. 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 ability to troubleshoot complex technical issues. Strong leadership and team management skills with the ability to motivate and develop team members. Fluent English. Willingness to travel up to 50% of the time. Travel and Work Arrangement This position is remote and eligible for remote work from your home. Travel up to 50% may be required. Company and Location Beckman Coulter Diagnostics is part of the Danaher Diagnostics ecosystem and collaborates with a community of six diagnostics companies. This role is for the European Customer Care team, located in Europe, with remote work available where eligible. J-18808-Ljbffr

Location: Napoli, Campania, IT

Posted Date: 9/17/2025