Manager, Customer Support Analytical Instrumentation

Anton Paar QuantaTec Inc•Boynton Beach, FL

About The Position

Are you interested in driving customer success and the utilization of cutting edge, innovative products and analytical instruments? Do you thrive on defining team goals, driving customer engagement, and creating winning customer experiences? Do you love idea of helping customers and technical end users learn how to use new products, troubleshoot existing instruments, and improve sustainability of instruments? If you answered yes, let's discuss our Manager, Customer Support role today! Snapshot of What You'll Do: The Customer Support Manager leads the Customer Support organization unit which is responsible for the following functions: Customer Support: Providing the best possible technical support to our customers (sales subsidiaries and distribution partners), answering all service-related and standard questions concerning our products, passing on customer feedback and customer requirements to those responsible to sustainably improve product quality, and providing additional ideas for future product developments. Repair: Providing fast, high-quality, and cost-effective repairs for customers in-house. The Impact You'll Make: The Customer Support Manager has excellent troubleshooting skills, product knowledge, and engages with inter-company teams to drive successful initiatives. Job duties include: Ensuring every staff member receives the appropriate mentoring and development needed to be successful by conducting regularly scheduled meetings and providing enriching guidance and feedback Ensuring all service employees are properly trained and cross-trained on instruments by auditing trainings and providing feedback Ensuring all service employees are properly trained and cross-trained on support (email, web, CRM) by auditing interactions and providing feedback Monitoring customer service feedback and implementing and tracking improvements Managing the improvement process for OBF and warranty repair cases up to the final C1 quality notification Creating error statistics (notifications from customer sites) and informing the people responsible Maintaining constant communication and contact with staff to pass on information and to maintain an open, positive, cooperative, and productive work environment Performing repairs internally and supporting those responsible for service at the subsidiaries and sales partners Processing repairs and returns, and adjustment of in-house instruments Monitoring all projects assigned to department staff Managing staff schedules to ensure appropriate coverage to support organizational requirements The position requires up to 10% overnight travel domestically and internationally Ensuring compliance as appropriate with US Export Administration Regulations, and reporting any deviations to Compliance Officer or Administrator Planning and monitoring personnel capacities, cost centers, and internal orders Optimizing processes, workflows, and workplaces and maintaining order and tidiness in the customer support department All other duties as assigned

Requirements

Bachelor’s Degree in Electronics, Mechanical Engineering, Chemistry, Physics or related field
7 years of experience in technical customer support
5 years of experience managing a technical or engineering based team
Strong customer service and communication skills
Demonstrated ability to handle multiple tasks in a fast-paced environment
Familiarity with SAP ERP, CRM or similar business process systems

Nice To Haves

Master’s Degree in Electronics, Mechanical Engineering, Chemistry, Physics or related field

Responsibilities

Providing the best possible technical support to our customers (sales subsidiaries and distribution partners), answering all service-related and standard questions concerning our products, passing on customer feedback and customer requirements to those responsible to sustainably improve product quality, and providing additional ideas for future product developments.
Providing fast, high-quality, and cost-effective repairs for customers in-house.
Ensuring every staff member receives the appropriate mentoring and development needed to be successful by conducting regularly scheduled meetings and providing enriching guidance and feedback
Ensuring all service employees are properly trained and cross-trained on instruments by auditing trainings and providing feedback
Ensuring all service employees are properly trained and cross-trained on support (email, web, CRM) by auditing interactions and providing feedback
Monitoring customer service feedback and implementing and tracking improvements
Managing the improvement process for OBF and warranty repair cases up to the final C1 quality notification
Creating error statistics (notifications from customer sites) and informing the people responsible
Maintaining constant communication and contact with staff to pass on information and to maintain an open, positive, cooperative, and productive work environment
Performing repairs internally and supporting those responsible for service at the subsidiaries and sales partners
Processing repairs and returns, and adjustment of in-house instruments
Monitoring all projects assigned to department staff
Managing staff schedules to ensure appropriate coverage to support organizational requirements
The position requires up to 10% overnight travel domestically and internationally
Ensuring compliance as appropriate with US Export Administration Regulations, and reporting any deviations to Compliance Officer or Administrator
Planning and monitoring personnel capacities, cost centers, and internal orders
Optimizing processes, workflows, and workplaces and maintaining order and tidiness in the customer support department
All other duties as assigned