Job Directory Manager, Global Technical Support - Medical Imaging

Manager, Global Technical Support - Medical Imaging
Vista, CA

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Job Description

You will manage the activities of the Global Technical Support team to provide reliable, high quality support to ensure satisfaction for our customer of medical imaging products across the ePathology, Image Analysis and CytoVision product lines.

* Manage the Global Technical Support team and direct their daily activities
* Monitor Technical Support team activities and cases to ensure rapid response
* Drive continuous product improvement by maintaining lines of communication with engineering and software development on design, reliability and maintenance issues
* Manage/maintain CRM system - customer, account, system, licensing, and case information
* Ensure compliance to in-house tools (SAP, Salesforce), regulatory standards and company policies
* Select, develop and evaluate personnel to ensure they have the necessary skills and capabilities to support the business needs
* Develop and implement standards, procedures, and processes for team to effectively execute their daily work
* Identify opportunities for process improvements, cost reductions, and efficiencies
* Administer the collection and entry of customer complaints and to provide technical support to the QA/RA team in the management of the customer complaint process
* Ensure adequate resources and high quality material for application and engineer field support training
* Assist in deployment of new software and hardware releases to customer base
* Facilitate management of field escalations until closure to the satisfaction of the customer
* Manage the spares solutions to support the scanner products in the field
* Ensure achievement of key performance metrics and report these to the Director, Global Technical Support each month
* 3 years' experience managing a technical support department
* Experience supporting instrumentation and products with complex software and Internet connectivity
* Familiarity with Web pages, Web technology, and databases (SQL)
* Competent writer able to document problems and solutions for customers (posting FAQs) and other technical support personnel

Preferred Qualifications

* Experience in HIPAA / GDPR environment

Diversity & Inclusion

At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page-Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.


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