Senior Manager, Global Product Technical Support, Clinical IT - ONSITE

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 Sr. Manager, Global Product Technical Support, Clinical IT for Beckman Coulter Diagnostics is responsible for our support roadmap and value proposition for the combined offering for our middleware and digital solutions. In your team, you will focus on downstream - and upstream activities for BEC middleware (software) and customer IoT solutions.

To be successful you deliver on year-over-year incremental improvements for three major areas: New product development, life cycle management and customer technical inquiries and escalations. Finally, you develop and implement a strategy of where these expertise’s exists.

This position is part of the Global Product Technical Support (GPTS) and you will lead 7 clinical IT specialist located in United States and in Europe. This position will be ONSITE at our facility in Miami, FL. Remote associates in the Eastern time zone may be considered with the appropriate credentials. At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

You will be a part of the GPTS for Automation and CIT and report to the director of the department. If you thrive in a customer focusing support role with strategic important products and want to work to build a world-class technical support team organization—read on.

In this role, you will have the opportunity to:

• Provide strategic and tactical direction to the clinical IT technical support
• Own new product development (NPD) technical support deliverables for CIT
• Life Cycle Management (LCM) of CIT to improve the customer experience and drive improvements
• Develop and implement sustainable processes
• Enforces regulatory compliance as required by the QA/RA department
• Coordinate service assistance among Business Units as emergency dictates
• Prepare, deliver and evaluate voice of customer.

The essential requirements of the job include:

• Bachelor's degree with a technical major (such as engineering or computer science) with 14+ years of experience OR Master's degree with 12+ years of experience.
• "Experience" is defined as measurable years of experience in digital product and/or services, 5+ years of which is experience with digital healthcare
• 5+ years of people leadership, specifically managing technical IT team
• Experience with complaint handling with Customer focus and use of Voice of Customer
• Demonstrated ability to build strong team, organizational and talent development
• Deep knowledge of IoT, networks, IT and Cyber Security

Travel Requirements:

• This position requires up to 30% domestic & international travel, which includes overnight stays.

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

• Understanding of the diagnostics industry, the market and the key middleware players is an advantage.
• Microsoft Systems Administration/System Engineer certification will be an asset​

The annual salary range for this role is $150,000-$170,000. 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. We may ultimately pay more or less than the posted range. This range may be modified in the future.

This job is 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.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the l