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 located in Europe and will be fully remote . Beckman Coulter Diagnostics is committed to designing a more sustainable workforce and offering flexible, remote work arrangements where eligible. 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. Manage and resolve escalated customer issues, coordinating with other departments when necessary. Develop and implement support strategies, policies, and procedures to enhance the efficiency and effectiveness of the technical support team. Establish and monitor key performance indicators (KPIs) to ensure the team meets service level agreements (SLAs) and customer satisfaction goals. Coordinate and collaborate with other departments such as R&D, Quality Assurance, and Product Management to resolve complex technical issues and improve product quality. Support new products and reagents introduction cascading the right information to local team of application engineers. Oversee the timely and accurate resolution of customer inquiries and technical issues. Handle escalated customer issues and provide hands-on support when necessary. Ensure a high level of customer satisfaction by maintaining a customer-centric approach and delivering exceptional service. Support Sales during customer visits to explain Service and Application performances and action plan when critical issues have been raised. Monitor and analyze support metrics to identify trends, areas for improvement, and training needs. Implement continuous improvement initiatives to enhance the quality of support services. Essential requirements 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 and work arrangement Willingness to travel 50% of the time Beckman Coulter Diagnostics acknowledges the benefits of flexible, remote working arrangements for eligible roles and will provide additional information about remote work during the interview process. J-18808-Ljbffr

Location: Bologna, Emilia-Romagna, IT

Posted Date: 9/17/2025