- Drive established service level requirements, KPIs, and metrics through utilizing DBS.
- Proactively conduct regular customer meetings to discuss on-going support issues and future enhancement workflow for increased optimization and efficiency.
- Liaise between functional teams to manage and prioritize escalations, complaints, and process improvements, and feature enhancements.
- Lead continuous improvement activities such as Kaizens events and workshops.
- Participate in recruiting/interviewing and assist with developing a training plan and successful onboarding of a Technical Support Specialists.
- Conduct regular customer meetings focus on improving support issues and future enhancement workflow for increased optimization and efficiency.
- Be available to backup phone queue and work on cases during heavy call and case volume.
- Education: Bachelor's Degree preferred, or Associate's degree with equivalent work experience (minimum 6 years)
- Minimum 3 years supervisor or managing a technical support team
- Established strength in change management skills
- Experience with handling customer escalations
- Demonstrated strong people development background
- Strong Salesforce and SAP experience
- Excellent phone and email skills, positive customer-centric attitude
- Experience using and troubleshooting Leica Histology/Staining instruments and Digital Pathology Platforms
- Demonstrated knowledge of QA/Regulatory documentation practices
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Customer Service Supervisor- Scientific Support - Deer Park, United States - Danaher
Description
Leica Biosystems' mission of "Advancing Cancer Diagnostics, Improving Lives" is at the heart of our corporate culture. We're a global leader in cancer diagnostics with the most comprehensive portfolio from biopsy to diagnosis. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. Our associates know that every moment matters when it comes to cancer diagnostics. When you come to work, you're helping develop solutions that enable accurate diagnoses to turn anxiety into answers. Join our diverse, global team of talented people, and be inspired to grow every day.
Leica Biosystems 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.
The Supervisor, Technical Support – Level 1 for Leica Biosystems is responsible for day to day oversight of the Histology/Staining Instruments and Digital Pathology platform.
This position is part of the Technical Support team within Service Operations located in Deer Park, IL or Vista CA and will be hybrid, 4 days a week onsite. At Leica Biosystems, our vision is to advance cancer diagnostics and improve lives.
You will be a part of the Technical Support team and report to the Technical Support Manager, North America. This role provides guidance and support for the frontline operations to Technical Support team, while providing proxy support for the Technical Support Manager, North America. The Supervisor works closely with the Service Coordination, Field Applications, and Technical Support – Level 2 teams to drive efficiencies and improved customer outcomes. If you thrive in a fast-paced, quick changing environment as the first line of defense to our customer and want to work to build a world-class Service organization—read on.
In this role, you will have the opportunity to:
The essential requirements of the job include:
It would be a plus if you also possess previous experience in:
The salary range OR the hourly range for this role is $110, , This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.
This job is also eligible for bonus/incentive pay.
We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.
At Leica Biosystems we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Leica Biosystems can provide.
At Danaher we bring together science, technology and operational capabilities to 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. Our global teams are pioneering what's next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit
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.
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 to request accommodation.
