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Technical Support Manager, Life Cycle Management - Automation in Boston, Massachusetts

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 Technical Support Manager, Life Cycle Management - Automation for Beckman Coulter Diagnostics is responsible life cycle management of technical support inquiries and escalations will be key responsibilities.

This position is part of the Workflow and Informatics Technical Support department located in Munich, Germany and Brea, USA and will be fully remote (USA or Munich). At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

You will be a part of the Workflow support team and re port directly to the Senior Manager of Global Product Technical Support - Automations Pierre-Thibault Acolas, you will lead a team of 5 senior analysts located in USA and Germany. If you thrive in a multifunctional, customer-supporting role and want to work to build a world-class medical device organization—read on.

In this role, you will have the opportunity to:

  • Supervises the daily activities of business, technical or operations support teams

  • Sets priorities for the team to ensure task completion, coordinates work activities with other supervisors

  • Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager

  • Typically does not perform the work supervised

  • Supervises a technical support team that responds to request from local support teams

  • Manages the daily workload to ensure required service volume and quality levels are attained

  • Trains staff in products, features, standard policies, and best practices

  • Identifies opportunities for operational improvements and implements solutions

  • Responds to escalated issues to develop and communicate solutions for complex or critical issues.

  • Has a high level and up to date knowledge of BEC Automation products

The essential requirements of the job include:

  • Bachelor’s degree in Engineering, Science, Medical Technology, Clinical Laboratory Science or related technical field with 9+ years of relevant experience OR Master’s degree in same fields with 7+ years of relevant experience

  • 5+ years of relevant experience in a medical device or related industry

  • Solid understanding and application of procedures and concepts within own discipline and basic knowledge of other disciplines

  • Experience with handling customer grievances

  • Demonstrated ability to lead and manage a team

  • Customer focused and use of Voice of Customer to manage team operations

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

  • Experience in the medical device or related industry

  • Experience with relevant software programs such as Oracle Business Intelligence Module Skill and Microsoft Power BI

  • Microsoft Systems Administration/System Engineer certification will be an asset

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 for this role is $120,000+. 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 is only applicable for jobs to be performed in Colorado. 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.

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.

Given the essential job duties of this position, the employee is required to be fully vaccinated against COVID-19 as a condition of employment, subject to reasonable accommodation and applicable law.

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 (https://www.dol.gov/agencies/ofccp/posters) .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. If you’ve ever wondered what’s within you, there’s no better time to find out.

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