Applications Manager, ANZ

Applications Manager, Australia and New Zealand (ANZ) for Beckman Coulter Diagnostics will be responsible for leading and managing two multidisciplinary teams within the Applications and Technical Command Centre departments to deliver exceptional customer service and technical support across Australia and New Zealand. This role is critical in driving customer advocacy, supporting business retention, and reinforcing the service-sales interface through strategic leadership and effective team performance management.

Location: This position is part of the ANZ leadership team located in Sydney, Australia, and will report to the General Manager, ANZ. It is an on-site role in Lane Cove.

Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we're working at the pace of change to improve patient lives with diagnostic tools that address the world's biggest health challenges.

• Working closely with the Sales, Customer Support, and Service teams, the Applications Support & Technical Command Centre Manager is responsible for leading cross-functional initiatives, managing strategic customer accounts, and overseeing technical support operations. This includes driving customer satisfaction and advocacy, ensuring ISO compliance, developing and coaching high-performing teams, coordinating training programs and installations, managing the departmental budget, and supporting commercial success through demonstrations, evaluations, and stakeholder engagement.
• Develop and implement strategic objectives aligned with business requirements and customer expectations, consistent with Beckman Coulter's Core Behaviours and Danaher's DBS framework; Assist in the strategic planning and execution of initiatives for the Applications Support and Technical Command Centre teams, incorporating change management for key customer accounts.
• Build and maintain strong relationships with key stakeholders across the AUS/NZ diagnostics network to enhance customer engagement and advocacy; Collaborate closely with Sales, Marketing, Customer Support, and Service departments to promote seamless service delivery and customer satisfaction; Provide expert support for customers, through the leadership of the Field Applications Specialists to resolve complex technical/application-related issues.
• Closely collaborate and support the commercial teams, including involvement in installations and demonstrations, user group facilitation, and customer development whilst ensuring that there is seamless communication between internal and external stakeholders.
• Oversee daily leadership and operational management of both teams, ensuring compliance with ISO standards and consistent escalation and resolution protocols; Establish and monitor performance and development goals aligned with corporate KPIs; provide coaching and mentoring to promote team growth and engagement; Review, manage, and optimise business processes relevant to the Applications and Technical Command Centre teams to ensure operational excellence and consistency.
• Champion efficient problem-solving practices, including involvement in escalated service issues and reinforcing a culture of 'first-time fix'; Coordinate and supervise comprehensive training initiatives for customers and internal staff, including instrument installations, assay verification, upgrades, and post-installation support; Drive the implementation of training programs and customer workshops to reinforce product knowledge and engagement.
• Manage the operating budget, ensuring alignment with financial targets, optimal resource allocation, and contract compliance; Develop, track, and report on KPIs to assess team performance and customer impact; provide insights into market and customer trends to support account development.

Essential Requirements Of The Job Include

• Bachelor's Degree in a business or life sciences Biomedical Science or related discipline.
• Minimum 5 years' experience in the pathology diagnostics or related industry in a technical or applications-based role
• Minimum 3 years' experience in a leadership role.
• Growth mindset with demonstrated leadership experience in managing high-performing teams; Proven project and change management capabilities; Strong interpersonal, communication, and negotiation skills.
• High level of computer literacy and systems understanding.
• Commercial acumen with a demonstrated ability to align service delivery with business outcomes.
• Willingness to travel as required across Australia, New Zealand, and occasionally internationally.

Travel: Estimated 30% up to 50% of the time.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Medical Device