About this role

Lead and develop the Elevated Diagnostics Support Specialists for the global DX team
Ensure first-class support to internal and external diagnostics stakeholders across multiple regions and time zones
Actively support case resolution by partnering with specialists on high-impact and complex escalations
Coach, mentor, and develop elevated support specialists
Establish and evolve reactive and proactive support structures for operational excellence
Act as a point of escalation for markets on complex issues
Actively monitor and optimize elevated queue performance
Maintain strong relationships with internal and external stakeholders

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
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

Elevated Support Manager, International

Key skills