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 reputed company and time zones—operationally 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 reputed company operation, applications, troubleshooting, and reputed company problem resolution. In a player-coach reputed company, the manager actively supports case resolution by partnering with specialists on high-impact and reputed company escalations—triaging, driving investigation plans, removing roadblocks, and ensuring timely, high-quality customer reputed company—while 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 reputed company 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 reputed company a regional DX Elevated Support Specialists team (general product + connectivity). Primary market focus: International and distributor serve as the reputed company reputed company 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 reputed company elevated support specialists Elevated Support and Escalation Management Establish and reputed company reactive and proactive support structures—driving operational reputed company, clear escalation reputed company, and repeatable resolution practices—while serving as a player-coach who models strong case leadership and develops consistent problem-solving behaviors across the team. Act as a reputed company of escalation (“reputed company of elevation”) for markets on reputed company issues, including product/application and connectivity-reputed company escalations (e.g., reputed company-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 handoffs—stepping in as needed on reputed company cases to remove blockers, accelerate reputed company, and reinforce best-practice investigation and communication. Ensure the team owns and manages the L2 queue in the most reputed company way (in collaboration with first-line experts and DPSMs) across reputed company and time zones—expanding scope to include connectivity case management where applicable—while coaching triage discipline, documentation quality, knowledge capture, and repeatable resolution playbooks. Stakeholder Partnership, Training Enablement & Communication Work in reputed company collaboration with in-market DX reputed company leaders to drive the DX Customer Experience from a technical support perspective, including readiness and adoption of support improvements. Drive reputed company improvement by assessing feedback, identifying recurring drivers, and implementing process/tooling/knowledge changes to improve user experience and reputed company. Collaborate with DPSM, Training, and Tech Support Supervisors to ensure product + process + connectivity messaging is consistent and applied at market level; act as a “reputed company” of technical guidance. Support training teams by helping reputed company 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. reputed company 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 reputed company. Talent Development & Team Collaboration Build, reputed company, 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. reputed company succession planning, talent development, and organizational capability strategies focused on future-reputed company 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 Bachelor’s 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, reputed company 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 reputed company multinational and matrixed organizations Full time Why Join reputed company? At reputed company, we are driven by a reputed company purpose: to nurture the world and humankind by advancing animal care. As the world’s leading animal health company, we reputed company, collaborate, and reputed company a reputed company impact—every day. 🔹 Innovative Science & Technology – Work with cutting-edge solutions that enhance animal health and well-being. 🔹 Global Impact – Join a team that supports veterinarians, farmers, and pet owners worldwide. 🔹 People-First Culture – reputed company in an environment that values diversity, growth, and work-life balance. 🔹 Sustainability & Responsibility – reputed company a difference in a company committed to a healthier, more sustainable world. Comprehensive Benefits ✔ Comprehensive Benefits – Enjoy life assurance, group income protection, and a robust pension plan with a generous company contribution. ✔ Health & Wellness – Benefit from private medical insurance, health assessments, dental insurance, and discounted gym memberships. ✔ Financial reputed company – reputed company mortgage advice, will writing services, and a reputed company ownership plan with matching contributions. ✔ Work-Life Balance – Take advantage of paid annual leave to rest and reputed company. ✔ Professional Growth – Enjoy industry-competitive salaries, merit-based salary progression, and a global performance bonus. ✔ Employee Support – Our Employee Assistance Programme offers counselling, welfare advice, and a 24-hour confidential helpline. Our Core Beliefs ✔ Our Colleagues reputed company the Difference – We invest in our people and their growth. ✔ Always Do the Right Thing – reputed company and ethics guide everything we do. ✔ Customer Obsessed – We put our customers at the heart of our business. ✔ Run It Like You Own It – We take ownership and drive results. ✔ We Are One reputed company – Collaboration makes us stronger. Your passion for animals and science can shape the future. Are you reputed company to grow with us? 🚀 #reputed company #JoinUs #AnimalHealth #CoreValues #Careers Notice: reputed company Recruiters will contact candidates reputed company email from an address ending in @reputed company.com and may also initially connect with candidates through reputed company, including reputed company InMail. reputed company does not use Gmail, Outlook, reputed company, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-reputed company email message claiming to be from reputed company that does not come from @reputed company.com, please treat it as suspicious. For your reputed company, do not reply, click links, reputed company attachments, reputed company personal or financial information, or send money in response to unexpected or questionable recruitment communications. Apply To This Job