Leica Biosystems mission of Advancing Cancer Diagnostics, Improving Lives is at the heart of our corporate culture. Were 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, youre 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, were working at the pace of change to improve patient lives with diagnostic tools that address the worlds biggest health challenges.

The Technical Support Manager for Leica Biosystems is responsible for supervising the Technical Support call center at the Leica Biosystems Deer Park Illinois site and in Vista California, directing their daily activities.

This position is part of the Service Operations group located in Deer Park Illinois, and Vista California and will be a hybrid position. At Leica Biosystems, our vision is to advance cancer diagnostics and improve lives.

In this role, you will have the opportunity to:

• Provide coaching, support associate growth and development and address performance gaps for TSC (Technical Support Center) Associates.

• Participate, encourage, and help build a positive team environment.

• Monitor and drive established service level requirements, KPIs and metrics to consistently meet or exceed service levels using daily management.

• Manage the Cisco Phone Queue and monitor the Salesforce Unassigned Queue to ensure all cases are pulled and worked on in a timely manner.

• Run Cisco and Salesforce reports to update the daily QDIP Dashboard.

• Hold team accountable for case management, timely follow up with customers and case resolution.

• Work to backup phone queue and takes on cases during heavy call and case volume.

• Conduct customer meetings or follow-up to discuss support issues and/or address concerns and complaints.

• Oversee in house Customer Training to deliver a best in class experience.

• Establish standard work to drive sustainable processes

• Evaluate Associate performance, prepare and deliver mid-year and annual performance reviews.

• Participate in recruiting and interviewing process and assist with developing a training plan and successful on-boarding of a Technical Support Engineer.

• Manage on-going, advanced training and cross-training opportunities for associates.

• Assist and participate in Kaizen events as applicable and utilize other DBS tools as needed to further develop and refine team processes.

• Serve as the point of escalation with internal teams and customers to resolve issues.

• Adhere to all regulatory compliance, company policies and procedures, including complaint handling.

• Lead teams through change in a professional manor, supporting both the team and organization through proper messaging and communication.

• Perform other duties as assigned.

The essential requirements of the job include:

• Associates degree or equivalent work experience in related field.

• Minimum five years experience managing a technical support team that provides technical support for systems with software and hardware components.

• Demonstrated proficiency in MS Office skills. (Word, Power-point, Excel)

• Excellent communication skills (phone and email), positive customer-centric attitude.

• Ability to analyze data to gain understanding of trends, issues and offer actions/solutions.

• Ability to handle volatile situations.

• Demonstrated aptitude for change management and continuous improvement.

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

• Bachelors degree with analytical experience preferred.

• 7+ years of previous people management experience.

• 10+ years progressively increasing responsibility in technical call center or support role.

• Experience with medical devices and regulatory guidelines.

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.

The salary range for this role is $115K - $135K. 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.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Companys sole discretion, consistent with the law.

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When you join us, youll also be joining Danahers global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, youll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful 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.

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 youve ever wondered whats within you, theres no better time to find out.

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Company Name: Leica Biosystems
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