Manager Technical Support & Escalation

Overview Join to apply for the Manager Technical Support & Escalation role at Beckman Coulter Diagnostics . This position is part of the European Customer Care team and will be fully remote from Europe. Beckman Coulter Diagnostics is committed to advancing healthcare and building a culture that supports diverse backgrounds and perspectives. 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 performances and manage escalated customer issues, coordinating with other departments as necessary. Develop and implement support strategies, policies, and procedures to enhance efficiency and effectiveness of the technical support team. 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 products and reagent introductions by cascading information to local application engineer teams. Oversee timely and accurate resolution of customer inquiries and technical issues; provide hands-on support when necessary. Ensure high customer satisfaction with a customer-centric approach and exceptional service; support sales during customer visits as needed. Monitor and analyze support metrics to identify trends and training needs; drive continuous improvement initiatives to enhance service quality. 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. Strong leadership and team management skills, with the ability to motivate and develop team members. Fluent English. Travel Willingness to travel up to 50% of the time. Employment details Employment type: Full-time Seniority level: Not Applicable J-18808-Ljbffr

Location: Firenze, Toscana, IT

Posted Date: 9/17/2025