Senior Manager - Systems, Software & Automation, Customer Support (m/f/d)

Senior Manager Technical Support – Systems, Software & Automation (SSA)

Responsible for directing and controlling the activities of the Global Technical Support group for the SSA product line. You will lead a team of 16 Technical Support Engineers, including one Support Manager, and serve as the Service and Support functional Core Team leader for new product development and for the installed customer base, commercial operations, subsidiaries, and distributors.

This position is part of the Global Product Technical Support team and will be located in Munich, Germany. You will report to the Director of Global Technical Technical Support responsible for an international team of 25+ support Engineers.

In This Role, You Will Have The Opportunity To

• Establish departmental goals to align with business objectives using Danaher Business System (DBS) tools to achieve results.
• Identify and solve complex, operational and organizational problems, leveraging the appropriate resources within or outside the department.
• Forecast staffing requirements and develop staff to ensure that skill levels are commensurate with the requirements of all activities.
• Drive new product development deliverables and support activities as well as communicate their status to line management and (as necessary) other business units.
• Maintain a strong on‑going knowledge and QS compliance with latest agency regulatory requirements (e.g., CFDA, FDA, NMPA, Health Canada, JPAL, IVDR) and applicable standard requirements (e.g., ISO 13485, ISO 14001).
• Ensure that department activities comply with company standards and procedures.
• Develop, direct and execute plans for major segments of complex projects.
• Take a leadership role in developing and implementing new techniques and initiatives to enhance Automation portfolio.

The Essential Requirements Of The Job Include

• Hold a Bachelor’s or Master’s degree in engineering, science or relevant medical systems design or another technical field with proven experience, including 4+ years of managing people.
• Must be an established expert in diagnostic systems with strong business acumen.
• Must have significant experience in a management role within an FDA regulated industry.
• Outstanding written and verbal communication skills in English with the ability to communicate information to multi‑functional audiences and management.
• Advanced DBS background, or strong knowledge and experience in Six Sigma, data analysis and problem solving to root cause product or process issues.
• Ability to deliver organizational excellence in a cost‑effective manner.
• Deep experience using Power BI or similar BI tools, with proven strong analytic skills.
• Must be willing to travel internationally and domestically approximately 20–30 days a year.

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

• A background in Middleware solutions, IT Networking, Medical Device Support, or Development.
• Experience with relevant software programs such as Oracle Business Intelligence Module.
• An interest in data analytics as applied to failure analysis and corrective actions.

Remote Work Arrangement

This position is eligible for a remote work arrangement, allowing you to work remotely from your home. Further details about the remote work arrangement will be provided by the interview team.