Technical Customer & Applications Support Supervisor - Invitro Diagnostics

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 Technical Customer & Applications Support Supervisor is responsible for managing 2 departments , a cross-functional team comprising Application Specialists, and Customer Technical Support Specialists (Call Centre / Command Centre). This position reports to the Service & Technical Support Manager of South Africa and is part of the Customer Support > Field Applications – M1 Career Level, located in Samrand Gauteng and will be an on-site role.   In this role, you will have the opportunity to: Supervises the Command Center Support Specialist staff & Application Specialist staff to ensure customer needs and expectations are met in a timely manner. The incumbent oversees the Command Center facilities ensuring ISO compliance. The incumbent will ensure Command Center Specialists compliance training and ISO regulated processes stay current and accurate. Involved in the resolution of customers’ problems and issues. Drive performance across departments by establishing KPIs and aligning goals to business objectives. Lead major customer-facing projects, including large-scale instrument rollouts, ensuring alignment with customer needs and timelines. Facilitate internal and external stakeholder meetings to drive communication, planning and project success Drive efficient local escalation management by acting as a critical point of contact, ensuring effective communication and collaboration between external customers and internal global support for swift problem resolution Identify customer training needs and develop tailored solutions to ensure customer success and satisfaction. Identify internal training needs for engineers, Command Centre and application specialists and facilitate workshops and mentoring to close gaps Support strategic partnerships with channel partners through needs assessments and customized training solutions aligned to business development and technical account management capabilities. Oversee the daily operations of support departments using Danaher Business System (DBS) tools for process improvement (e.g., PSP, Kaizen, VSM). Write and implement standard work procedures, training documentation, and work instructions in compliance with healthcare industry standards. Assess teams’ development needs and design targeted upskilling plans. Ensure continual staff development to meet evolving technical training demands. Manage the local training center, including planning, budgeting, and resource allocation. Liaise with cross-functional departments such as