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Technical Specialist German - Duisburg, Deutschland - Danaher
Beschreibung
Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings.
As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.
Technical Support Manager DACH (f/m/d)is responsible for overseeing the assigned Technical Support team, including supervising the daily operations, setting and assessing performance goals and ensuring efficient coordination between departments to maintain high customer satisfaction levels.
Leading a Technical Support team presents opportunities for learning, coaching, leading impactful projects, and contributing significantly to the company's innovation and advancement.
Team Management:
Lead and manage the Technical Support (Tier 1 and Tier 2) agents/team based in Germany, ensuring smooth operations and high-quality support services.
Performance Management:
Create and implement key performance indicators (KPIs) to measure team performance. Provide regular reports on team performance and identify areas for improvement.
Drive innovation and continuous improvement by identifying opportunities to enhance standard procedures and workflows within the Technical Support department.
Collaborate with Global Technical Support organizations to share best practices and implement improvements.Cross-functional Collaboration: Collaborate closely with local Field and Commercial teams to ensure effective coordination and alignment of activities, fostering a cohesive working environment and delivering exceptional customer satisfaction.
Educational Background:
High school degree with 8+ years of experience or Bachelor's degree with 5+ years of experience or Master's degree with 3+ years of experience in engineering, electronics, automation, or IT.
Possess relevant experience in laboratory analytical diagnostic equipment, medical devices and software, or related to Lab engineering, IT, and Networking.
Customer Service Experience:
Previous experience in providing technical support or customer service, preferably in a Technical Support role.
Team Management:
Demonstrate experience in effectively managing teams, including setting performance goals, providing coaching and feedback, and fostering a collaborative work environment.
Fluent in both written and oral German and English, enabling effective communication with customers and internal stakeholders.It would be a plus if you also possess previous experience in:
Working in regulated environment (FDA/ISO) for 1 year
We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement.
This position is eligible for a hybrid work arrangement in which you can work part of the time at the Company location identified above and part of the time remotely from your home.
Additional information about this hybrid work arrangement will be provided by your interview team. Our global teams are pioneering what's next across Life Sciences, Diagnostics, Biotechnology and beyond.
