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

$150,000 - $170,000/Yr

Danaher - Boston, MA

Full-time - Senior

Boston, MA

Computer and Electronic Product Manufacturing

About the position

The Sr. Manager, Global Product Technical Support, Clinical IT at Beckman Coulter Diagnostics is responsible for overseeing the support roadmap and value proposition for middleware and digital solutions. This role focuses on both upstream and downstream activities related to BEC middleware and customer IoT solutions, aiming to deliver year-over-year improvements in new product development, life cycle management, and customer technical inquiries. The position involves leading a team of clinical IT specialists and is primarily onsite in Miami, FL, with some remote flexibility for Eastern time zone associates.

Responsibilities

• Provide strategic and tactical direction to the clinical IT technical support team.
• Own new product development (NPD) technical support deliverables for Clinical IT.
• Manage life cycle management (LCM) of Clinical IT to enhance customer experience.
• Develop and implement sustainable processes for technical support.
• Enforce regulatory compliance as required by the QA/RA department.
• Coordinate service assistance among Business Units as emergencies dictate.
• Prepare, deliver, and evaluate the voice of the customer.

Requirements

• 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.
• 5+ years of experience in digital product and/or services, with at least 5 years in digital healthcare.
• 5+ years of people leadership experience, specifically managing a technical IT team.
• Experience with complaint handling and a customer-focused approach using Voice of Customer.
• Demonstrated ability to build strong teams and develop organizational talent.
• Deep knowledge of IoT, networks, IT, and Cyber Security.

Nice-to-haves

• Understanding of the diagnostics industry and key middleware players.
• Microsoft Systems Administration/System Engineer certification.

Benefits

• Paid time off
• Medical/dental/vision insurance
• 401(k) plan
• Bonus/incentive pay