Technical Resource Manager

Metrohm USA•Riverview, FL

8h•$100,000 - $115,000•Onsite

About The Position

Metrohm USA is seeking an experienced Technical Resource Manager to lead its Training and Technical Support teams. This leadership role is responsible for aligning technical resources, processes, and personnel with business objectives to deliver exceptional support to internal and external customers. The ideal candidate is a people leader with strong technical knowledge, operational excellence, process improvement expertise, and a passion for mentoring teams. This position is critical for developing talent, improving performance, and enhancing the customer experience through continuous improvement initiatives.

Requirements

Bachelor's degree in Chemistry, Business, or a related field.
Minimum 3 years of leadership experience, including hiring, coaching, performance management, and employee relations.
Minimum 5 years of experience in technical support, customer support, call center operations, training, or a related function.
Experience managing multiple functional areas such as technical support, laboratory operations, customer support, or training teams.
Strong analytical and problem-solving skills with the ability to interpret KPIs and operational metrics.
Excellent verbal and written communication skills.
Ability to build strong relationships across all levels of an organization.

Nice To Haves

Master's degree and/or MBA.
Experience managing departmental budgets or cost centers.
Experience developing self-service or self-help support tools.
Experience with CRM and ERP systems.
Advanced Microsoft Excel skills.
Knowledge of laboratory technologies, scientific instrumentation, and the industries served by Metrohm.

Responsibilities

Lead, mentor, coach, and develop the Training and Technical Support teams.
Establish performance expectations, accountability measures, and development plans.
Recruit, onboard, train, and retain top talent.
Conduct performance management activities, including coaching, counseling, and employee development.
Foster a collaborative, customer-focused, and high-performing team culture.
Promote teamwork, communication, and cross-functional collaboration across departments.
Guide teams toward achieving departmental and company performance goals.
Monitor, analyze, and improve key performance indicators (KPIs).
Identify opportunities for cross-training, process standardization, and operational efficiencies.
Develop and maintain processes, procedures, technical documentation, and standard operating procedures (SOPs).
Lead continuous improvement initiatives, process mapping, and process re-engineering efforts.
Investigate operational challenges, identify root causes, and implement corrective actions.
Oversee the delivery of technical training programs for employees, partners, and customers.
Develop training strategies, materials, and implementation plans.
Support training-of-trainer initiatives and ensure consistency in training delivery.
Ensure customer inquiries and technical support requests are handled professionally and with urgency.
Maintain a high standard of service quality and customer satisfaction.
Analyze performance data and develop actionable recommendations.
Build business cases, secure stakeholder buy-in, and successfully lead initiatives through implementation.
Partner with cross-functional teams to improve service quality and operational effectiveness.
Support departmental budgeting and cost-center management activities.
Stay connected to customer needs, industry trends, and technologies through customer visits and market engagement.