Senior Manager - Systems, Software & Automation, Customer Support (m/f/d)

Wondering what’s within Beckman Coulter Diagnostics? Take a closer look.

At first glance, you’ll see that for more than 80 years we’ve 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. We’re building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and you’ll 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, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges. 

The Senior Manager Technical Support – Systems, Software & Automation (SSA) for Beckman Coulter Diagnostics is responsible for directing and controlling the activities of the Global Technical Support group for the SSA product line. You will have a team of 16 Technical Support Engineers include one Support Manager. The position will provide support as the Service and Support functional Core Team leader for new product development and for the installed customer base, commercial operations, subsidiaries, and distributors. The responsibilities will encompass developing customer focused strategies and tactics to achieve business goals, improve quality and performance of products, and increase customer satisfaction.

This position is part of the Global Product Technical Support team and will be located in Munich, Germany. You will report to the Director of Global Technical Technical Support responsible for an international team of 25+ support Engineers. At Global Product Technical Support, our vision is to provide excellent support to product performance, product development and resolution of technical issues that drives product quality and innovation.

If you thrive in a multifunctional, customer-supporting role and want to work to build a world-class medical device organization - read on.

In this role, you will have the opportunity to:

• Establish departmental goals to align with business objectives using Danaher Business System (DBS) tools to achieve results.

• Identify and solve complex, operational and organizational problems, leveraging the appropriate resources within or outside the department.

• Forecast staffing requirements and develop staff to ensure that skill levels are commensurate with the requirements of all activities.

• Drive new product development deliverables and support activities as well as communicate their status to line management and as necessary, other business units.

• Maintain a strong on-going knowledge as well as QS compliance with latest agency regulatory requirements (e.g. CFDA, FDA, NMPA, Health Canada, JPAL, IVDR) and applicable standard requirements (e.g. ISO 13485, 14001).

• Ensure that department activities comply with company standards and procedures.

• Develop, direct and execute plans for major segments of complex projects.

• Take a leadership role in developing and implementing new techniques and initiatives to enhance Automation portfolio.

The essential requirements of the job include:

• Hold a Bachelor’s or Master's degree in engineering, science or relevant medical systems design or other technical field with proven experience as well as relevant experience including 4+ years managing people.

• Must be an established expert in diagnostic systems with a strong business acumen.

• Must have significant experience in a management role, within an FDA regulated industry.

• Outstanding written and verbal communication skills in English with the ability to communicate information to multi-functional audiences and management.

• Advanced DBS background, or strong knowledge and experience in Six Sigma, Data Analysis and Problem Solving to root cause product or process issues.

• Ability to deliver organizational excellence in a cost-effective manner.

• Deep experience using Power BI or similar BI tools, with proven strong analytic skills.

• Must be willing to travel internationally and domestically approximately 20-30 days a year.

It would be a plus if you also possess previous experience in:

• A background in Middleware solutions, IT Networking, Medical Device Support, or Development

• Experience with relevant software programs such as Oracle Business Intelligence Module Skill

• An interest in data analytics as applied to failure analysis and corrective actions.

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. Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide.

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s 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.