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Beckman Coulter
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Team Lead

Team Lead

Beckman Coulter

8 - 10 years

14 - 19 Lacs

mumbai

Posted:-1 days ago| Platform:

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Skills Required

order management application support process improvement customer support scheduling life sciences customer service troubleshooting scm technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

You will be leading the Technical Excellence Center team and report to the Head Customer Support , responsible for Leading, mentoring and motivating a team of technical support and call dispatch representatives. Oversee daily operations to ensure efficiency and adherence to service standards, serve as an escalation point for complex technical issues, providing advanced troubleshooting and solutions. Collaborate with various teams like field service, applications, quality etc to improve first time fix, overall service delivery and customer experience.

In this role, you will have the opportunity to:

Team Leadership and Management: Leading, mentoring, and coaching a team. This includes performance management, setting goals, and fostering a collaborative environment.
Technical Guidance and Expertise: Providing advanced technical support and expertise for complex issues that cannot be resolved by front-line support. Act as an escalation point for difficult problems. Problem Resolution Oversight: Ensuring that all technical/ Application issues are addressed promptly and effectively, monitoring resolution times, and tracking key performance indicators (KPIs) for overall customer support function. End to end Call management process, including remote resolution, call dispatch, customer communication, planned activities scheduling and spare parts allocation or any other activities related to centralized customer support. Escalation Management: Managing high-priority escalations and communicating effectively with stakeholders regarding critical technical issues. Knowledge Management: Contributing. Creation and maintenance of knowledge bases, troubleshooting guides, and documentation to enhance knowledge of team and improve the efficiency and effectiveness of solutions.
Training and Development: Developing and delivering training programs for the team to ensure they have the necessary skills and knowledge to handle emerging technical challenges.
Process Improvement: Identifying opportunities to streamline remote resolution/ Call dispatch processes, improve efficiency, and enhance customer satisfaction. This will involve use of DBS tools.
Communication and Coordination: with various functions like order management, SCM, field service and application teams, L2/L3 supports, sales and marketing to ensure seamless information flow and coordinated efforts in resolving issues or implementing solutions and Customer Satisfaction: Monitoring customer feedback and working to improve the overall remote support experience.
Tool and Technology Management: Evaluating, implementing, and managing remote access and diagnostic tools to enhance the teams capabilities and Reporting Performance Metrics Reports, Trend analysis reports, Customer satisfaction reports, Team activity reports, Operational highlights and Impact assessment reports.

The essential requirements of the job include:

Education: Biomedical/ Electronics/Instrumentation. M.Sc./BE/B. Tech
Experience: Minimum 8-10 Years Experience in IVD Service, application or Clinical Laboratory.
Essential Skills :
Strong Technical Acumen:

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