Technical Support Manager - Laboratory Acute Care

About Us

At Radiometer, our mission is to help caregivers make diagnostic decisions that save lives. To provide caregivers the insight and confidence that help them arrive at the right diagnostic decisions – decisions that in the end help save lives. On a yearly basis millions of lives are touched by the information our solutions provide and that’s a fact, we take very seriously; the more critical the setting, the greater the requirements are and that’s why we’ve made it our vision to improve global healthcare with reliable, fast and easy patient diagnoses. 

Want to know more about our mission and vision? Click on the link: http://www.youtube.com/watch?v=VklR-M9tsjU

Our people

At Radiometer, we acknowledge that the information our products provide is often the difference between life and death; an acknowledgement that drives and unites us as a company. From biotech and software specialists to financial controllers and engineers, all 3200 colleagues are committed and dedicated to help realize life’s potential.
If you aspire to be part of a purpose, performance and values driven organization whose mission and vision guide every action, we are eager to hear from you.
Radiometer offers a broad array of comprehensive, competitive benefit programs that add value to associates' and their families' lives. 
Radiometer is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
Join our winning team and Follow us on LinkedIn! 

Description

The Technical Support Manager will direct a team of Technical Support Specialists who are providing services to our customers and field service engineers, and assure that the team is delivering the ultimate customer experience in a timely and consistent manner. The individual will be responsible for developing and conducting technical training for product lines, creating standard of work for technical support specialists, and using Danaher Business System tools to monitor KPIs to assure that the team is on track. The manager is responsible to report designs, reliability, and any maintenance problems or bugs to QRA and/or other functions as needed.

Responsibilities

  • Lead a team to provide client support and technical issue resolution to customers and field service and sales associates via phone, E-Mail, and other electronic medium
  • Identify bottlenecks in departmental business functions, and initiate corrective action through influence and reporting
  • Maintain understanding of OS and application operations related to company offered products and services
  • Identify and correct or advise on operational issues in Radiometer products used in client systems
  • Document, for regulatory purposes, all customer contact related problems or complaint identification using correction and prevention
  • Participate in Sales and Service field travel
  • Effectively manage unexpected situations
  • Work closely with each tech support specialist, and provide feedback on recorded calls and daily projects to assure development plans are in place for each member of the team 

Qualifications

Required Skills & Experience

  • Bachelor’s degree in engineering, medical technology or life sciences with 10 years related experience and/or training; or equivalent combination of education and experience
  • 5 years’ experience in a leadership position, demonstrating the ability to lead through influence and example
  • Demonstrated expertise on 2 of 5 classifications (Laboratory ABG, NPT ABG, TCM, AQT, IT) of Radiometer Products and Services and/or 10 years of demonstrated experience in both Field Service and Technical Support environments
  • Proficient in Internet related applications such as E-Mail clients, FTP clients, and Web Browsers
  • Demonstrated leadership of a technical team
  • Proficient in Internet related applications such as E-Mail clients, FTP clients, and Web Browsers
  • Knowledge of Contact Management systems, Database software, Internet software, and Word Processing software
  • Ability to travel up to 20%

 

Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.9B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,300% over 20 years.


At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.


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