GDX Elevated Support Manager, International

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 zonesoperationally focused on international markets while maintaining global alignment coverage and elevated-support standards (product and connectivity).

The team delivers advanced escalation-level support to Level 1 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 escalationstriaging driving investigation plans removing roadblocks and ensuring timely high-quality customer outcomeswhile simultaneously coaching to strengthen technical depth decision-making and consistent escalation practices. The leader collaborates closely with Diagnostics Product Support Managers (DPSMs) training teams and tech support supervisors to ensure technical and process messaging is clearly understood and applied at the market level and to continuously feed market insights recurring issues and product/support needs back into the broader organization.

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.
• Coach mentor and develop elevated support specialists

Elevated Support and Escalation Management

• Establish and evolve reactive and proactive support structuresdriving operational excellence clear escalation pathways and repeatable resolution practiceswhile 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 handoffsstepping 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 zonesexpanding scope to include connectivity case management where applicablewhile coaching triage discipline documentation quality knowledge capture and repeatable resolution playbooks.

Stakeholder Partnership Training Enablement & Communication

• Work in close collaboration with in-market DX commercial leaders to drive the DX Customer Experience from a technical support perspective including readiness and adoption of support improvements.
• 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.

Education and Experience

• Bachelors 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

Full time

Regular

Colleague

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Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1