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Danaher Corporation Senior Manager, Clinical Informatics Customer Support in Boston, Massachusetts

Wondering what’s within Beckman Coulter Diagnostics? Take a closer look.

At first glance, you’ll see that for more than 80 years we’ve been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We’re building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and you’ll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful.

Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges.

Reporting directly to the director of Global Product Technical Support - Workflow and Informatics (WITS) Carsten Alsbo, you lead a team of 6 Clinical IT Specialists. The team is located in United States and in Europe and this position is remote or a hybrid role, preferably located in United States or Europe. The roadmap and value proposition for the combined offering for our middleware and digital solutions will be your responsibility. In your team, you will focus on downstream - and upstream activities for BEC middleware (software) and IoT solutions.

To be successful you have strong verbal, non-verbal and written communication skills. You deliver on year-over-year incremental improvements for three major areas: New product development, life cycle management and customer technical inquiries and escalations. Finally, you develop and implement a strategy of where these expertise’s exists.

Key Responsibilities include:

  • Provide strategic and tactical direction to the clinical IT technical support

  • Decide what knowledge / expertise is communicated or delegated to regional areas

  • Own new product development (NPD) technical support deliverables for CIT

  • Life Cycle Management (LCM) of CIT to improve the customer experience and drive improvements

  • Develop and implement sustainable processes

  • Monitoring technical customer escalations related to system misalignment

  • Enforces regulatory compliance as required by the QA/RA department.

  • Coordinate service assistance among Business Units as emergency dictates.

  • Participate in all Quality review meetings.

  • Prepare, deliver and evaluate voice of customer.

  • Assist in assessment and development activities for local field service associates

Requirements:

  • Bachelor (4-year) degree, with a technical major, such as engineering or computer science

  • Microsoft Systems Administration/System Engineer certification will be an asset

  • 5+ years experience with software/service

  • 5+ years experience managing technical IT team

  • Experience with complaint handling

  • Associate development and retention

  • Demonstrated ability to build strong team

  • Ability to deliver organizational excellence in a cost effective manner

  • Customer focus and use of Voice of Customer

  • Demonstrated proficiency in organizational and talent development

  • Business and finance acumen

  • Knowledge and experience in digital healthcare - experience with digital product and/or services is a must have; within healthcare is a nice to have.

  • Understanding of the diagnostics industry, the market and the key middleware players is an advantage.

  • Advanced MS Office skills, Outlook Word, Excel, Internet

  • Deep knowledge of IoT, networks, IT and Cyber Security

  • Up to 30% travel, depending on location

  • Must be able to have flexible working hours

Beckman Coulter, a Danaher company, offers a broad array of comprehensive, competitive benefit programs that add value to associates’ and their families’ lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job.

We believe that creativity and innovation thrive when the most diverse set of voices are heard, and that’s why we’re taking concrete steps to ensure that we’re fostering an inclusive and engaging workplace for our team. If you’d like to learn more, read stories from our associates on our Careers Blog (https://jobs.danaher.com/global/en/blog) or contact one of our recruiters.

Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.

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When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.

Given the essential job duties of this position, the employee is required to be fully vaccinated against COVID-19 as a condition of employment, subject to reasonable accommodation and applicable law.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at applyassistance@danaher.com to request accommodation. If you’ve ever wondered what’s within you, there’s no better time to find out.

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