Manager Technical Support

Be part of something altogether life-changing!
Working at Cytiva in the Life Sciences industry means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.
At Cytiva you will be able to continuously improve yourself and us – working on challenges that truly matter with people that care for each other, our customers, and their patients. With associates across 40 countries, Cytiva is a place where every day is a learning opportunity – so you can grow your career and expand your skills in the long term. Your health and wellbeing are important to us and together we will not compromise on safety in the workplace or the environment.
Cytiva is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.
We are looking for a Global Technical Support Manager to lead the efforts to provide extraordinary technical support to our Field Service teams. Do you have a positive demeanor, technical proficiency, developed leadership capabilities? The we would love to hear from you!
What you'll do
The primary task is to provide support to Field Service Engineers and regional Technical Specialists, own technical escalations, collaborate closely with the Global Service Engineering team and other stakeholders to ensure timely and effective support.
We are involved in all new hardware/software development projects to ensure that our products meet the desired design for service level expected from a modern product. Once a new product has been launched, we are a natural part in the life cycle management process.
With a data-based approach, you will monitor KPI trends and work with Global Service Engineering to drive product and process improvements throughout the product life cycle.
Core Responsibilities
Drive rapid, effective technical escalation support through ownership of technical escalation process.
Lead product-line escalations of product-related technical system issues to deliver high quality support in a timely manner using our quality case management system
Organize “Listen & Act” with Services (global & regional), R&D and Business and establish mechanisms to solve top burning customer issues in the regions
Develop expert level knowledge of existing systems form hardware perspective and acquire applications knowledge to aid in problem diagnosis
Develop team as overall system subject-matter-experts (SME) on Cytiva products/systems and provide guidance, support, mentorship, and develop associates within the team
Facilitate regular communication with the service regions to investigate quality cases
Collaborate with all stakeholders using DBS tools for ongoing process improvement. Solicit feedback from participants to be used as part of DBS Continuous Process Improvement

Who you are


Master’s or Bachelor’s degree in Science, Biomedical Engineering, Mechanical Engineering or similar with proven experience in BioPharma industry
Minimum of 5 years of direct people leadership or significant project management experience
Excellent communication, influencing skills and ability to gain buy-in for initiatives and to inspire change across a matrix organization
Proven track record of strong interpersonal skills in a global matrixed setting
Technical ability to comprehend technical product training content
Demonstrated ability and commitment to continuous process improvement
Fluent speaking and writing in English language

Our business is growing quickly, and we hire across the board. Interview and selection will happen continuously.