Helpline & Dispatching Senior Manager - Europe

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The Helpline & Dispatching Senior Manager - Europe for Beckman Coulter Diagnostics will be responsible for the strategic and operational management of our helpline and dispatching services across multiple European countries.
This role will leverage advanced technology and AI to drive efficiencies, innovation, and potentially full automation.
The successful candidate will ensure the highest standards of customer service, optimize dispatching processes, and lead a diverse team to achieve operational goals.
This role will implement a new centralized model for the helpline, leveraging technology to minimize language barriers across the EU and drive strategic and operational rigor.

This position is part of Customer Care in Europe and will be Remote - covering the Western EU Helpline & Dispatching.
At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

You will be a part of the Europe Customer Care Team and report to the VP Customer Care.
If you thrive in a fast-paced environment, excel in developing a team, are solution-focused role and want to work to build a world-class Field Service organization-read on.

Job Title:
Helpline & Dispatching Senior Manager - Europe

In this role, you will have the opportunity to:

Develop and implement innovative strategies to enhance helpline and dispatching services, scaling activities based on language coverage (Strategic Leadership).
Drive the adoption of AI and automation to streamline processes and improve service delivery and to optimize resource allocation.
Oversee daily operations of helpline and dispatching teams to ensure efficiency and effectiveness & Implement best practices and continuous improvement initiatives to optimize service delivery.
Lead, mentor, and develop a high-performing team of managers and staff across multiple locations, fostering a positive and collaborative work environment that encourages professional growth.
Support the team through the transition to a new organizational structure, ensuring engagement and momentum.
Ensure that all customer interactions are handled professionally and effectively monitoring customer feedback and implement measures to improve service satisfaction.
Implement technology solutions to minimize impact on language barriers across EU
Drive the adoption of automation to enhance dispatching efficiency and reduce manual intervention.
Build strong relationships with internal and external partners and vendors.

The essential requirements of the job include:

Bachelor's degree in Business Administration, Operations Management, or a related field.
A Master's degree is preferred.
Minimum of 10 years of experience in helpline, dispatching, or customer service management, with at least 5 years in a leadership role.
Proven track record of managing large, multi-location teams in a fast-paced environment & strong analytical skills with the ability to interpret data and make data-driven decisions.
Excellent communication and interpersonal skills, with the ability to influence and lead diverse teams.

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

Proficiency in relevant software and technology platforms, with a strong understanding of AI and automation tools.
Fluency in English is required; additional European languages are a plus.

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.
As part of the leadership of Customer Care will require travel for about 25% of the time.
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.

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.

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