Digital Solutions Manager - ONSITE

Danaher-posted 2 months ago
$115,000 - $120,000/Yr
Full-time • Mid Level
FL
5,001-10,000 employees
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The Digital Solutions Manager will lead a dedicated team of experts responsible for delivering advanced technical support and comprehensive issue resolution across our IT and digital solutions portfolio. This team will serve as the primary technical resource, offering essential assistance to both our field service engineers and direct customers for requests spanning cloud-based platforms and on-premise systems. The Digital Solutions Manager will also lead the development lifecycle of new digital and informatics products, providing essential feedback on privacy and security measures to ensure our solutions meet the highest industry and regulatory standards. This position reports to the Senior Manager of Global Service Compliance, Technical Publications & Digital Solutions, is part of the Service Organization located in Miami, FL, and will be an ONSITE position.

  • Lead, mentor, and develop a team of Informatics Technical Support Analysts, fostering a culture of continuous learning, collaboration, and customer-centricity.
  • Establish and monitor key performance indicators (KPIs) for the team, ensuring service level agreements (SLAs) are met or exceeded.
  • Develop and implement efficient support processes, workflows, and best practices for addressing a wide range of technical, IT, and digital solution requests, including cloud application performance, API integrations, software installations, network connectivity, database issues, data management, and system integration.
  • Maintain a deep understanding of BecLS Informatics product portfolio, including LIS/LIMS integration, middleware, data analytics platforms and connectivity solutions.
  • Collaborate cross-functionally with R&D, Product Management, Sales, and Service teams to provide insights, improve product usability, and address recurring issues.
  • Bachelor’s degree in a science field
  • 2+ years of people leadership/management experience, which includes mentoring, development, coaching, etc.
  • 5+ years technical support experience
  • Demonstrated experience supporting complex software and IT solutions, preferably in a healthcare, laboratory, or diagnostic environment.
  • Strong background in laboratory informatics, LIS/LIMS, middleware, and data management.
  • Proven experience with programming languages such as Python, Java, and C++ as well as demonstrated expertise in Linux operating systems.
  • Demonstrated experience providing input on privacy and security measures during the software development lifecycle.
  • Understanding of domain and computer policy application and priority
  • Configure and troubleshooting network license for products and SQL database navigation and read/write commands
  • Familiarity with laboratory privacy and security regulations (i.e. HIPAA, GDPR) restrictions
  • Comprehensive, competitive benefit programs including paid time off, medical/dental/vision insurance, and 401(k).
  • Bonus/incentive pay eligibility.
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