Technical Excellence Center- Team Lead, Mumbai

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At Beckman Coulter Diagnostics, one of Danaher's 15+ operating companies, our work saves lives-and we're all united by a shared commitment to innovate for tangible impact.

You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact - innovating at the speed of life.

As a global leader in clinical diagnostics, Beckman Coulter Diagnostics has challenged convention to elevate the diagnostic laboratory's role in improving patient health for more than 90 years. Our diagnostic solutions are used in routine and complex clinical testing, and are used in hospitals, reference and research laboratories, and physician offices around the world. Every hour around the world, more than one million tests are run on Beckman Coulter Diagnostics systems, impacting 1.2 billion patients and more than three million clinicians per year. From uncovering the next clinical breakthrough, to rapid and reliable sample analysis, to more rigorous decision making-we are enabling clinicians to deliver the best possible care to their patients with improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence.

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The Lead - TEC for Beckman Coulter Diagnostics is responsible for leading the team of TEC specialist, providing high quality telephonic technical and application support. Will work closely with field technical and application leaders to develop and drive high remote resolution and ensure highest level of customer experience. The primary responsibility will be to ensure the delivery of exceptional technical assistance and customer service. This role will be instrumental in developing and coaching TEC and Dispatch team, optimizing operations, and implementing strategies to achieve KPI and customer satisfaction goals.

This position is part of the Technical Excellence Center located in Mumbai and will be Onsite in Mumbai. At Technical Excellence Center, our vision is to ensure quick response to our valued customers through tele support to resolve their queries and relentlessly delivering solutions through technology advancement to improve uptime and turnaround time of equipment.

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 team's 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:

Troubleshooting Skills: Ability to diagnose and resolve complex technical issues across various systems, software, and hardware. System Knowledge: Comprehensive understanding of all IVD modalities. Proficiency with remote access software, diagnostic tools, and Service max systems.

• Exceptional Leadership & Management:
• Experience in leading, motivating, and managing a team and understanding the unique challenges of remote work. Ability to develop technical and soft skills through effective coaching and feedback. Setting clear expectations, monitoring performance, and conducting reviews. Conflict Resolution: Mediating disputes and fostering a positive team environment. Time Management: Prioritizing tasks and managing team workload effectively.
• Outstanding Communication Skills:

Ability to communicate complex technical information clearly and simply to both technical and non-technical audiences, Understanding and addressing customer frustrations and needs. Adept at using virtual meeting platforms, chat tools, and email effectively for remote collaboration.

• Problem-Solving & Analytical Thinking- Analyzing situations, identifying root causes, and developing effective solutions. Ability to interpret performance metrics and trend reports to identify areas for improvement.
• Process Adherence & Improvement: Ensuring team follows established procedures and identifying ways to optimize workflows for efficiency.

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

• Field service/ Application in Biochemistry, Immunology, Hematology.
• Working experience as team lead for and Phone support process.
• Working as Lab technologist in Hospital.

Beckman Coulter Diagnostics, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.

Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

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