The DX Elevated Support Manager leads and develops the Elevated Diagnostics Support Specialists for the global DX team, ensuring first-class support to internal and external diagnostics stakeholders across multiple regions and time zones—operationally focused on international markets while maintaining global alignment, coverage, and elevated-support standards (product and connectivity). The team delivers advanced, escalation-level support to Level1 Tech Support agents, distributors, and field force representatives across the diagnostics portfolio, spanning instrument operation, applications, troubleshooting, and complex problem resolution. In a player‑coach capacity, the manager actively supports case resolution by partnering with specialists on high-impact and complex escalations—triaging, driving investigation plans, removing roadblocks, and ensuring timely, high-quality customer outcomes—while simultaneously coaching to strengthen technical depth, decision‑making, and consistent escalation practices.
Leadership & Strategic Direction
Lead a regional DX Elevated Support Specialists team (general product + connectivity). Primary market focus: International and distributor serve as the lead point of contact, ensuring timely resolution, strong stakeholder communication, and measurable customer experience improvements. Distributor readiness and adoption: partner with distributor, field, and support leaders to identify gaps, implement corrective action plans, and ensure consistent rollout/adoption of global support processes, connectivity guidance, and knowledge standards.
Elevated Support and Escalation Management
- Establish and evolve reactive and proactive support structures—driving operational excellence, clear escalation pathways, and repeatable resolution practices—while serving as a player‑coach who models strong case leadership and develops consistent problem‑solving behaviors across the team.
- Act as a point of escalation (‘point of elevation’) for markets on complex issues, including product/application and connectivity‑related escalations (e.g., instrument‑to‑system communication, integrations, network/environment dependencies), co‑owning critical cases with specialists to drive timely, high‑quality resolution and coaching effective escalation management.
- Actively monitor and optimize elevated queue performance (general + connectivity)—backlog health, timeliness, resolution quality, and cross‑team handoffs—stepping in as needed on priority cases to remove blockers, accelerate decisions, and reinforce best‑practice investigation and communication.
- Ensure the team owns and manages the L2 queue in the most optimal way (in collaboration with first‑line experts and DPSMs) across regions and time zones—expanding scope to include connectivity case management where applicable—while coaching triage discipline, documentation quality, knowledge capture, and repeatable resolution playbooks.
Stakeholder Partnership, Training Enablement & Communication
- Drive continuous improvement by assessing feedback, identifying recurring drivers, and implementing process/tooling/knowledge changes to improve user experience and success.
- Collaborate with DPSM, Training, and Tech Support Supervisors to ensure product + process + connectivity messaging is consistent and applied at market level; act as a multiplier of technical guidance.
- Support training teams by helping educate agents and field reps on technical/process topics, including connectivity troubleshooting and best practices.
- Bring market signals back to DPSM/partners: issues, trends, product needs, connectivity pain points, and readiness gaps; help define corrective action plans where needed.
- Provide distributor support if not covered by L1 teams (established distributors), including connectivity enablement as required.
- Support beta testing and global optimization projects as needed, ensuring support readiness (including connectivity) and feedback loops are in place.
Talent Development & Team Collaboration
Build, lead, and mentor high‑performing global teams across support and repair operations. Collaborate closely with global L1 teams, DPSM and other elevated support groups as well as Global and Regional Leadership teams. Foster a culture of accountability, innovation, collaboration, digital transformation, and customer obsession. Develop succession planning, talent development, and organizational capability strategies focused on future‑ready operational and AI competencies.
Customer Experience & Stakeholder Engagement
Drive initiatives to improve customer satisfaction, retention, and loyalty. Collaborate with sales, product, and field teams to ensure a seamless support experience for customers. Maintain strong relationships with internal and external stakeholders, ensuring alignment on business goals and support strategies.
Qualifications
- Bachelor’s degree in Business, Engineering, Operations, Supply Chain
- 8+ years of leadership experience in global customer support, repair operations, service delivery, or product/service management environments.
- Proven experience leading large‑scale global operational organizations and cross‑functional teams.
- Strong background in technical support, repair operations, product quality, customer escalation management, and digital transformation.
- Experience implementing AI, automation, analytics, or digital service transformation initiatives.
- Strong analytical, operational, strategic problem‑solving, and data interpretation capabilities.
- Executive communication, stakeholder management, and leadership skills.
- Experience operating within multinational and matrixed organizations.
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