Beckman Coulter Diagnostics is dedicated to advancing and optimizing the laboratory to move science and healthcare forward.
Job Title: Customer Care Field Manager The successful candidate will oversee and inspire a workforce with direct service teams in Spain, responsible for leading a team of Customer Service Engineers.
The Regional Service Manager will be responsible for supervising service, repair, and/or installation of products or solutions at customer sites, including electrical and mechanical testing, in accordance with maintenance contracts.
Diagnose system failures and determine the most cost-effective solution.
Escalate complex issues to a greater level of technical support or quality reporting system.
Develop new customer service/product agreements.
Respond to customer support calls within an assigned territory.
This position requires exceptional leadership skills, consistently championing and supporting a culture of continuous improvement, with an eye on reaching optimum performance on an individual and team basis.
Key Responsibilities: Provide support to customers according to contract specifications and priorities.
Drive the team with business priorities in mind.
Maintain, optimize, and improve service KPIs in the central service region.
Implement device installations and collaborate on complex large-scale automation projects.
Build and develop a high-performance team with a focus on effective change management and recruiting top talent.
Requirements:
Degree in Biomedical engineering or equivalent.
Experience in employee management and leadership.
Excellent team player with good technical knowledge.
High level of customer orientation and strong service mentality as well as persuasiveness and motivation.
Substantial experience within a complex organization in a high technology and medical product/service sector.
Language skills: Spanish and English.
Ability to work flexible hours as business needs, available to travel 25% of the time.
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.