Manager, Technical Service

PHCNA

2d • Onsite

About The Position

Joining the PHC Group means becoming a vital player in one of the world's foremost producers and suppliers of top-tier laboratory equipment. Operating in the dynamic biomedical and diagnostics sectors, we cater to a diverse and expanding range of life science facilities. Our products are essential tools for researchers and professionals in pharmaceuticals, biotechnology, and healthcare, making a meaningful impact on advancements in these fields. Your role with us will be an integral part of this impactful journey. As a Manager, Technical Support you will lead the delivery of exceptional technical support experiences for customers, distributors, sales teams, and service partners. You will oversee day-to-day technical support operations, ensuring timely, high-quality resolution while driving consistency across monitoring and field support activities. By owning service training programs, documentation, and performance reporting, you’ll play a key role in elevating support capabilities and strengthening customer confidence in our solutions. Location: Onsite - Wood Dale, IL What you will be doing:

Requirements

• 5+ years experience in electromechanical systems, electronics, refrigeration, or equivalent experience required.
• Excellent computer skills, including proficiency with Microsoft Office applications and ERP systems.
• Strong communication skills with the ability to interact professionally and precisely with service partners, researchers, customers, and internal groups such as PHC engineers.
• Proven experience leading and developing teams with varying levels of experience to achieve business goals.
• Strong critical-thinking skills for both technical issues and application‑based problem solving.
• Ability to mentor and coach employees to enhance technical knowledge and problem‑solving abilities.

Nice To Haves

• Technical degree in electromechanical systems, electronics, or refrigeration preferred.

Responsibilities

• Lead the technical support group to deliver high productivity and world‑class phone support.
• Ensure all support calls are handled effectively and efficiently according to PHCNA procedures and processes.
• Develop and manage technical training programs for customers, service partners, and internal employees.
• Review all warranty claims to ensure they meet PHCNA guidelines, contain reasonable charges, are properly coded, and are submitted to the appropriate cost center and factory when applicable.
• Collaborate with the team to improve customer experience, service levels, and internal processes.
• Ensure proper documentation is maintained to support field service personnel and the sales organization.
• Visit customers and service partners as needed to address ongoing technical issues.
• Serve as a key liaison between QA, Manufacturing, and PHCNA to communicate field failures and resolve product performance issues, including supporting QA reporting activities.
• Perform other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed