Description
Bring more to life.
Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?
At Leica Biosystems, one of Danaher’s (https://danaher.com/our-businesses) 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.
At Leica Biosystems, we’re not just shaping the future of cancer diagnostics — we’re transforming lives. Our mission of “Advancing Cancer Diagnostics, Improving Lives” is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patients timely, accurate answers when they need them most. When you join Leica Biosystems, you’re not just taking a job; you’re becoming part of a passionate team that knows every moment matters when it comes to cancer. You’ll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community, you’ll be inspired each day to stretch, grow, and make an impact.
Learn about the Danaher Business Syste m (https://www.danaher.com/how-we-work/danaher-business-system) which makes everything possible.
The Tech Support Supervisor is responsible for managing a high-performance team that provides online technical support for Leica Biosystems’ current and future range of products and services besides be responsible for all services tickets workflow since the opening until the very close of all calls.
This position reports to the Service & Applications Manager and is part of the services team located in on-site Repair Center Facility (São Paulo, São Caetano, Barueri, Jundiai, and surrounding areas).
In this role, you will be responsible for, but not limited to:
+ Lead and develop technical support, repair center and dispatch teams, fostering a culture of accountability, collaboration, and continuous improvement.
+ Drive operational excellence by ensuring KPIs such as On-Time Delivery (OTD) and Turnaround Time (TAT), and other KPI´s from Repair Center, Tech Support and Dispatch are consistently achieved.
+ Act as a customer advocate, ensuring timely resolution of technical issues and proactive communication across all touchpoints.
+ Manage knowledge base, responsible for managing knowledge base of her/his team and enable local and global technical training.
+ Collaborate cross-functionally with Customer Care, Field Service Engineers, Field Applications Specialist, and Commercial teams to deliver seamless support.
+ Support business growth by partnering with sales teams in pre-sale, sale, and post-sale activities, also seek to increase new business.
+ Ensure compliance with regulatory and quality standards for repair center operations and technical processes.
The essential requirements of the job include
Education:
+ Bachelor’s degree in Electrical Engineering or related field; CREA certification required.
Experience:
+ Strong technical Knowledge of the health market/medical Devices. Experience working as leader of Field Services Engineer. Tech Support Call Center leadership experience will be a differential
+ Strong ability to manage teams in complex, high-pressure environments and drive performance improvement.
+ Proficiency in Microsoft tools, Salesforce, and ERP systems.
Language:
+ Advanced English (written and spoken) and fluent Portuguese.
Travel, Motor Vehicle Record & Physical/Environment Requirements:
+ Ability to travel 75 % travel, overnight, within territory or locations
+ Must have a valid driver’s license with an acceptable driving record
+ Ability to travel to USA and Europe.
It would be a plus if you also possess previous experience in:
+ Experience in IVD.
+ Tech Support Call Center leadership experience.
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.
For more information, visit www.danaher.com .
