Technical Support Manager - ONSITE

Leica Biosystems' mission of "Advancing Cancer Diagnostics, Improving Lives" is at the heart of our corporate culture. We're a global leader in cancer diagnostics with the most comprehensive portfolio from biopsy to diagnosis. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. Our associates know that every moment matters when it comes to cancer diagnostics. When you come to work, you're helping develop solutions that enable accurate diagnoses to turn anxiety into answers. Join our diverse, global team of talented people, and be inspired to grow every day.

Leica Biosystems 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 Manager, Technical Support for Leica Biosystems is responsible for day-to-day oversight of the North America Technical Support team supporting Core Histology / Staining instruments and Digital Pathology software / instrumentation.

This position is part of the Service Operations team reporting to the Director Technical Support, North America located in Deer Park, IL, and will be ONSITE 5 times a week. At Leica Biosystems, our vision is to advance cancer diagnostics and improve lives.

This role provides guidance and support for the frontline operations to the Technical Support team, while providing proxy support for the Director Technical Support, North America. The Manager works closely with the Service Coordination, Field Applications, Field Service and Technical Support - Level 2 teams to drive efficiencies and improved customer outcomes. If you thrive in a fast-paced, quick changing environment as the first line of defense to our customer and want to work to build a world-class Service organization-read on.

In this role, you will have the opportunity to :

• Drive established service level requirements, KPIs, and metrics through utilizing Danaher Business Systems (DBS).
• Proactively conduct regular customer meetings to discuss on-going support issues and future enhancement workflow for increased optimization and efficiency.
• Liaise between functional teams to manage and prioritize escalations, complaints, process improvements, and feature enhancements.
• Lead continuous improvement activities such as Kaizen events and workshops to improve departmental standard work and processes.
• Participate in recruiting / interviewing and assist with developing a training plan and successful onboarding of a Technical Support Specialists.
• Be available to backup phone queue and work on cases during heavy call and case volume.
• Lead change management through a systematic approach to transform the organization's goals, processes, or technologies.

The essential requirements of the job include :

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

The annual salary range for this role is $120,000.00 to $150,000.00. 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. 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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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 www.danaher.com.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

The EEO posters are available here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at applyassistance@danaher.com to request accommodation.

Salary : $120,000 - $150,000