Technical Support Manager

About the position

Thorlabs is pleased to play a role in advancing science through the components, instruments, and systems we design and manufacture. We believe that science and innovation have great potential to improve the world around us and are committed to advancing photonics (i.e., light-based) technologies that positively impact our customers, employees, and communities. Via educational outreach and more sustainable business practices, we continuously invest in a brighter future. We recognize that each of our employees is a unique individual with the ability to contribute to our success and seek to find great people who will thrive in our fun, fast-paced culture. Thorlabs is a leading supplier of photonics equipment that is used across a broad range of applications. Our commitment to providing quality support in a timely manner is core to our customer’s success. As the Technical Support Manager, you will lead and develop a team of technical specialists who interact with our customers by providing technical information, troubleshooting problems, and brainstorming solutions. You’ll ensure the delivery of exceptional service experiences by combining deep technical expertise with operational leadership. This role is essential in ensuring that customer feedback is a driving influence throughout the company including groups like engineering, sales, and manufacturing. This individual is also responsible for maintaining and reporting key performance indicators (KPIs) for the Department. Although the location of the position is in Newton, NJ, from time to time it may be required to undertake duties at other Thorlbs locations.

Responsibilities

• Lead and develop a high-performing team of technical support engineers and application specialists.
• Oversee and refine support processes, ensuring timely, accurate, and professional responses to customer inquiries.
• Provide support for complex customer cases.
• Collaborate with R&D, product management, and sales to ensure alignment on product specifications and customer needs.
• Monitor KPIs such as response times, resolution rates, and customer satisfaction; identify and implement improvements.
• Create and maintain technical documentation (FAQs, application notes, knowledgebase articles).
• Manage escalations and be a true advocate of our customer’s success.
• Support training initiatives for both internal staff and external customers.
• Work to seamlessly integrate the team and its processes with the rest of Thorlabs especially technical support groups in other entities and other customer facing sales and service.
• Use customer interactions to drive improvements throughout the company.
• Develop, maintain, create, and report on KPI’s related to efficiency and efficacy of the Technical Support Department.
• Support Strategic Marketing and Technical Marketing Departments for trade shows, conferences, and other academic events.
• Collaborate with global Technical Support Departments to develop technical support policies and procedures.
• Coordinate among business units, sales, customers, and technical team for technical related issues.
• Ensure sufficient staffing of technical support communication channels including phones, email, and chat through appropriate resource allocation.

Requirements

• 7+ years of relevant technical experience with 5+ years of technical consulting experience.
• 2+ years of experience managing a sales engineering team with at least 2 years of experience managing senior level technical coordinators.
• Bachelor's degree in Optics, Physics or a related engineering field or equivalent work experience.
• Knowledge of Photonics and Laser Technology via work or laboratory experience.
• High-energy management and coaching abilities.
• High level of interpersonal skills to work effectively with others, motivate employees, and elicit output.
• Strong problem solving and troubleshooting skills.
• Highly developed written and verbal communication skills.
• Successful project management experience.
• Strong presentation skills.
• Demonstrated experience in performance management of direct reports.

Nice-to-haves

• Opportunities to travel to tradeshows, other Thorlabs manufacturing facilities (foreign and domestic), and training events on and off site.

Benefits

• Medical, dental and vision insurance.
• Company paid life insurance.
• Generous PTO package.
• 401(k) plan.
• Tuition reimbursement.