Customer Support Manager (Remote Role)

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 Customer Support Manager will lead a team responsible for providing customer technical support required for our Informatics product disciplines. This role will lead a team that includes individual contributors as well as people leaders whose goal is to provide superior customer service in driving problem resolution and improving uptime for our customers. The support provided is via phone (CTSO team) as well as on site (National Support Team). The National Specialists conduct service, repair and/or installation of IT solutions at customer site, diagnose system failures and determines most cost-effective solution, escalate complex issues to greater level of technical support or quality reporting system, develop new customer service/product agreements and responds to customer support calls within an assigned territory.

This position is part of the Service organization 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 Clinical Informatics Implementations Team and report to the Director, Clinical Implementations. If you thrive in a dynamic, multifunctional, fast paced, and high visibility support role and want to work to build a world-class support organization—read on.

In this role, you will have the opportunity to:

• Oversee scheduling to assure product coverage addresses 24 X 7 X 365 business requirements.
• Manage customer issues, escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
• Ensure customer issues and escalations are resolved within agreed upon timelines, process change ideas are implemented, and influence others towards action and change and reduce escalation volume.
• Direct people leader to a team of product specialists. Manages full employee life cycle effectively (performance reviews, talent development, employee relations, engagement, etc.) while creating followership amongst the team and co-workers. Facilitates positive team dynamics.
• Lead improvements by monitoring and developing dashboards to proactively monitor trends and customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity.
• Facilitate and report on daily and/or weekly Daily Management meetings to ensure appropriate visibility of key customer issues including statistics, trending analysis, issue status activities, and resources.
• Work with Tech Support to test and confirm readiness to deploy remediated solutions (Modifications) to their production environments.

The essential requirements of the job include:

• Bachelor Degree with a minimum of 9 years’ experience OR Master Degree with a minimum of 7 years’ experience.
• 2 years of leadership experience.
• Experience managing customer grievances and escalations
• Experience leading non-customer facing projects and leading process improvement
• Experience with IT and networking to effectively maintain network infrastructure, troubleshoot connectivity issues, and implement security measures
• Ability to support team outside of normal business hours.
• Travel Requirement: 10%

It would be a plus if you also possess previous experience in:

• Lab background or experience supporting or working in the informatics space

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.

The salary range OR the hourly range for this role is $110,000-$135,000. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be 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.

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At Danaher we bring together science, technology and operational capabilities to 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. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.