Vice President, Customer Technical Service

Job description

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Beckman Coulter Diagnostics, one of Danaher’s 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. As a global leader in clinical diagnostics, Beckman Coulter Diagnostics has challenged convention to elevate the diagnostic laboratory’s role in improving patient health for more than 90 years. Our diagnostic solutions are used in routine and complex clinical testing, and are used in hospitals, reference and research laboratories, and physician offices around the world. Every hour around the world, more than one million tests are run on Beckman Coulter Diagnostics systems, impacting 1.2 billion patients and more than three million clinicians per year. From uncovering the next clinical breakthrough, to rapid and reliable sample analysis, to more rigorous decision making—we are enabling clinicians to deliver the best possible care to their patients with improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence. Learn about the Danaher Business System which makes everything possible. The Vice President, Technical Customer Service is responsible for establishing and leading a world-class technical customer support organization that drives customer satisfaction, operational excellence, and business growth. This role owns the end-to-end post-installation customer support experience, ensuring customers achieve maximum value from Beckman Coulter solutions through responsive technical support, proactive optimization, escalation management, and continuous customer engagement. The Vice President serves as a key member of the North America Commercial Operations Leadership Team and partners closely with cross-functional partner organizations to ensure seamless customer transitions, technical excellence, and long-term retention. In this role, you will have the opportunity to: Define and Lead the Technical Customer Support Strategy Establish the vision, strategy, and operating model for the Technical Customer Support organization, designing scalable support structures that balance regional responsiveness with national expertise and support portfolio growth, new product introductions, and evolving customer needs. Build Centers of Excellence and Standard Work Establish Centers of Excellence that drive consistency, knowledge sharing, technical competency, standard work, and continuous improvement across the support organization. Own the Post-Installation Customer Support Experience Ensure customers receive responsive and effective technical support following installation and go-live, including structured escalation management, proactive engagement, health checks, optimization reviews, and lifecycle support programs that improve satisfaction, retention, loyalty, uptime, and operational continuity. Drive Operational Excellence and Accountability Standardize technical support processes, escalation pathways, customer handoff procedures, performance management systems, scorecards, and operational reviews to improve response times, resolution effectiveness, productivity, utilization, and compliance with quality, regulatory, and company requirements. Leverage Data, Analytics, Automation, and AI-Enabled Tools Use data-driven insights, automation, and digital support tools to optimize resource allocation, manage demand across products, regions, and support channels, and improve responsiveness and operational efficiency. Lead and Develop a High-Performing Organization Build, coach, and develop technical support leaders, specialists, and support professionals through training, certification, coaching, career development, and a support model that effectively leverages both specialized expertise and broad technical capability. Partner Cross-Functionally to Enable Customer Success Partner with cross-functional teams to ensure seamless customer support, improve implementation-to-support handoffs, provide executive leadership during critical escalations, and act as the voice of the customer in support of product, process, and service improvements. The essential requirements of the job include Bachelor’s degree in Engineering, Life Sciences, Business, Healthcare Technology, or a related field. 20+ years of progressive leadership experience in technical support, service, customer success, field operations, or related functions. Proven success leading large, geographically dispersed technical organizations. Demonstrated expertise in customer support operations, escalation management, and organizational transformation. Strong business acumen with experience driving operational excellence and customer-focused outcomes. Preferred qualifications include an advanced degree in business, engineering, or a related discipline; experience in diagnostics, healthcare technology, medical devices, life sciences, or similarly regulated industries; experience building Centers of Excellence and leading large-scale organizational design initiatives; and knowledge of AI-enabled support tools, analytics, and digital service models. Travel Requirements: Travel around 50% of time Beckman Coulter Diagnostics, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info. At Beckman Coulter Diagnostics we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide. The base salary range for this role is $300,000-$350,000. 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. This range may be modified in the future. This job is also eligible for bonus/incentive pay. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees. Note: No amount of pay is 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 Company’s sole discretion, consistent with the law. 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. 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. The U.S. EEO posters are available here. For candidates who are based outside of New York City or who are applying for roles outside of New York City, for more information about conditions of any job offer please click here. We com