Supervisor, Customer Technical Support - Informatics - REMOTE

Danaher Corporation

1d • $95,000 - $115,000 • Remote

About The Position

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Beckman Coulter Diagnostics, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. As a global leader in clinical diagnostics, Beckman Coulter Diagnostics has challenged convention to elevate the diagnostic laboratory’s role in improving patient health for more than 90 years. Our diagnostic solutions are used in routine and complex clinical testing, and are used in hospitals, reference and research laboratories, and physician offices around the world. Every hour around the world, more than one million tests are run on Beckman Coulter Diagnostics systems, impacting 1.2 billion patients and more than three million clinicians per year. From uncovering the next clinical breakthrough, to rapid and reliable sample analysis, to more rigorous decision making—we are enabling clinicians to deliver the best possible care to their patients with improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence. Learn about the Danaher Business System which makes everything possible. The Supervisor, Customer Technical Support-Informatics is responsible for managing a team of customer technical specialists providing front-line technical support for Informatics technical issues and driving continuous improvement within the department. This position reports to the Manager, Customer Technical Support Organization, is part of the Customer Technical Support Organization and will be fully REMOTE. In this role, you will have the opportunity to: Supervise the daily activities of a growing team of Informatics customer technical specialists, ensuring service volume and quality levels are attained. Manage and direct general workflow activities and ensure adherence to regulatory requirements, policies, and procedures. Collaborate with other business units and represent the customer technical support team in cross-functional Informatics meetings. Hire, develop, and perform performance reviews for a diverse team of technical specialists. Ensure staff is adequately trained on Informatics products and support associates in resolving complex technical problems. Drive continuous improvement within the department and participate in workshops and projects to enhance processes. Routinely review team metrics to ensure goals are met and develop improvement plans when necessary.

Requirements

• Bachelor’s degree in Information Technology, Clinical Informatics, Medical Technology or equivalent field.
• 3+ years of experience in people leadership, which includes training, mentoring, developing team.
• Demonstrated experience managing customer grievances.
• Ability to support team outside of normal business hours.
• Travel Requirements: This position requires up to 25% flying and/or driving travel, which may include overnight stays.

Nice To Haves

• Experience in the medical device or related clinical industry.
• Demonstrated ability to lead and manage a team successfully in the medical device industry.
• Experience with relevant software programs such as Oracle Business Intelligence & Microsoft Power BI as well as CRM databases such as Sales Force.

Responsibilities

• Supervise the daily activities of a growing team of Informatics customer technical specialists, ensuring service volume and quality levels are attained.
• Manage and direct general workflow activities and ensure adherence to regulatory requirements, policies, and procedures.
• Collaborate with other business units and represent the customer technical support team in cross-functional Informatics meetings.
• Hire, develop, and perform performance reviews for a diverse team of technical specialists.
• Ensure staff is adequately trained on Informatics products and support associates in resolving complex technical problems.
• Drive continuous improvement within the department and participate in workshops and projects to enhance processes.
• Routinely review team metrics to ensure goals are met and develop improvement plans when necessary.

Benefits

• Beckman Coulter Diagnostics, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job.
• Check out our benefits at Danaher Benefits Info.
• 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.
• The annual salary range for this role is $95,000.00-$115,000.00. 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level