Technical Applications Support Supervisor

Technical Applications Support Supervisor

2 days ago Be among the first 25 applicants

$90,000.00/yr - $/yr

Annual Bonus

Direct message the job poster from Mettler-Toledo International, Inc

The Process Analytics division within METTLER TOLEDO () produces analytical measurement solutions for industrial manufacturing processes, allowing manufacturing companies to better control their production through at‑line, on‑line or in‑line analytical measurements. We have over 60 years of experience as a leader in the industry of liquid process analytics and ultrapure water analytics. In addition to water analytics, MTPRO also offers a portfolio of sensors for gas process analytics.

Product applications include:

• Measurement of pH and dissolved oxygen in biopharmaceutical and biotech fermentation processes.
• Measurement of conductivity and pH in a range of chemical applications.
• Measurement of turbidity, CO2 and O2 in beer production.

Our high value products are produced in Billerica, Massachusetts US, Switzerland, and China, and sold by Mettler‑Toledo Market Organizations (MOs) worldwide.

Our Opening and Your Responsibilities

As our Technical Applications Support Supervisor, you will provide hands‑on technical expertise and leadership for the US Process Analytics Technical Support organization. This position oversees a team of specialists supporting the full Process Analytics portfolio, including pH, dissolved oxygen, conductivity, TOC, gas analyzers, and online analyzers for multiple applications in the biopharma, chemical, power, and other industries.

The ideal candidate combines strong technical acumen with leadership and organizational skills. They will play a pivotal role in structuring the technical support function, implementing effective case management strategies, and fostering a high‑performance culture centered on responsiveness, accuracy, and collaboration.

This role requires close partnership with Product Managers, Quality, Service, and Global Technical Support to ensure timely and effective resolution of customer issues, continuous improvement of support processes, and alignment with business objectives.

Essential Duties and Responsibilities:

• Leading, coaching, and developing the Technical Support team, setting clear expectations, and fostering accountability, technical excellence, and continuous learning.
• Serving as a senior‑level technical resource and escalation point for complex cases involving Process Analytics instrumentation, transmitters, sensors, and analyzers.
• Establishing and maintaining a robust case management program using SAP CRM to ensure accurate documentation, effective workflow, and data‑driven performance tracking.
• Evaluating current support workflows and implementing structural improvements to enhance efficiency, communication, and customer satisfaction.
• Partnering with Product Managers to identify systemic product or application issues, supporting corrective actions and feedback loops to R&D and Global Product Management.
• Contributing to the creation and maintenance of technical documentation, FAQs, and knowledge‑based content to improve internal knowledge sharing and first‑call resolution.
• Utilizing metrics and KPIs to measure team performance, identify bottlenecks, and guide process improvement initiatives.

What You Need to Succeed

• Degree in engineering, life sciences, chemistry, or related technical field; or equivalent work experience.
• 5-8 years in a technical support or field service role would be ideal. Must include 2+ years in a supervisory or team‑lead capacity.
• Deep technical knowledge of Process Analytics technologies, including pH, dissolved oxygen, conductivity, TOC, gas analysis, and online analyzers for sodium and silica.
• Proven ability to design, implement, and manage case management systems and workflows.
• Experience with SAP is highly preferred.
• Strong analytical and troubleshooting skills, with experience conducting root cause analyses and implementing process improvements.

Our Offer to You

• Medical, dental and vision care coverage and a 401(k) savings plan with company matching - all starting on date of hire
• Tuition reimbursement,…