UK Customer Technical Call Center Manager

UK Customer Technical Call Center Manager

The M2 Customer Technical Support and Coordination Manager UK for Beckman Coulter Diagnostics is 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. This position is part of the Customer Care Organization and is based full-time onsite at our Amersham office in the United Kingdom. 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.

Beckman Coulter Diagnostics is dedicated to advancing and optimizing the laboratory to move science and healthcare forward. 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.

In This Role, You Will Have The Opportunity To

• Develop and implement support strategies, policies, and procedures to enhance the efficiency and effectiveness of the Customer Technical call center and dispatching to guarantee the best customer satisfaction.
• 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 of proactive and reactive activities.
• Take ownership of customer issues, escalating if necessary, with 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 of 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 DBS tools.

The Essential Requirements Of The Job Include

• Bachelor’s 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, fluent in English and one other European language.
• Knowledge of regulatory standards and compliance requirements in the diagnostics industry.

Travel, Motor Vehicle Record & Physical/Environment Requirements

• Ability to travel approximately 25% within territory or locations, including overnight travel.

It Would Be A Plus If You Also Possess Previous Experience In:

• Experience in the healthcare industry with multiple examples of successfully leading complex technical projects and teams capable of working independently and as part of a team.
• Ability to think creatively and express innovative ideas.

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.