Best Practices, Biology, Biomedical Engineering, Call Center Operations, Call Centers, Change Management, Communication Skills, Customer Escalations, Customer Relations, Customer Satisfaction, Customer Support/Service, English Language, Healthcare, Leadership, Medical Diagnosis, Operations Management, Patient Care, Performance Management, Performance Metrics, Presentation/Verbal Skills, Regulatory Compliance, Spanish Language, Statistics, Talent Management, Team Lead/Manager, Team Player, Technical Support, Willing to Travel, Writing Skills
Wondering whats within Beckman Coulter Diagnostics? Take a closer look.
At first glance, youll see that for more than 80 years weve 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. Were building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and youll 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, were working at the pace of change to improve patient lives with diagnostic tools that address the worlds biggest health challenges.
Job Summary:
We are seeking a dynamic and experienced Customer Technical Support (hotline) & Dispatch manager to lead our Help Line & Dispatching support team for diagnostics products. This role is critical in ensuring the highest level of customer satisfaction. You will be responsible for overseeing and managing the customer technical call center and dispatching operations, ensuring efficient and effective communication between our technical support teams and customers. You will be a part of the CTS & Coordination European Team and report to the European Senior Manager, Customer Technical Support and Coordination responsible for strategic leadership of the whole European team to enhance customer support and experience. If you thrive in a fast paced, customer centric role and want to work to build a world-class service organizationread on.
This position is located in Madrid.
Key Responsibilities:
- Develop and implement support strategies, policies, and procedures to enhance the efficiency and effectiveness of Customer Technical call center & dispatching to guarantee the best customers satisfaction.
- To assist in improving customer service experience using Net Promoter Score (NPS) feedback and Voice of the Customer (VOC).
- Drive the planning for engineers in terms on proactive and reactive activities.
- Take ownership of customer issues, escalating if necessary. This includes regular communication with internal and external customers where required.
- Foster a collaborative and high-performance culture within the team by analyzing and providing statistics for the CTS Team to improve objectives and set KPIs.
- Drive a culture high performance and change management through developing talent, engagement, and D&I initiatives.
- Keep ahead of industry developments and apply best practices to areas highlighted for improvement using associated DBS tools.
The essential requirements of the job include:
- Bachelors degree in a related field (e.g., Biomedical Engineering, Life Sciences,) or equivalent experience.
- Minimum of 5 years of experience in technical support, with at least 3 years in a leadership or management role.
- Strong leadership and team management skills, with the ability to motivate and develop team members.
- Exceptional communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and other stakeholders.
- Knowledge of regulatory standards and compliance requirements in the diagnostics industry.
- Fluent both in English and Spanish
Travel Requirements:
- Ability to travel occasionally
It would be a plus if you also possess previous experience in:
- Experience in the healthcare industry with multiple examples of successfully leading complex projects and teams with the ability to work independently and part of a team
- Ability to think out of the box and express creative thinking and innovative ideas.
Join our winning team today. Together, well accelerate the real-life impact of tomorrows science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.
For more information, visit www.danaher.com.
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Danaher Corp
Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.