Manager, Customer Support

Are you interested in driving customer success and utilization of cutting edge, innovative products and analytical instruments? Do you thrive on defining team goals that enable customers and technical end users to learn how to use new products, troubleshoot existing instruments and improve sustainability of instruments and devices? Is a role that is customer facing with a focus on leadership an ideal match for you?

If you answered yes, yes, yes, then we’d love to discuss our Manager, Customer Support!

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 Customer Support Manager has excellent troubleshooting skills, product knowledge, and engages with inter-company teams to drive successful initiatives.

• 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

The Customer Support Manager requires a combination of education, business understanding and good leadership, troubleshooting and communication skills. This role requires the following:

• 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 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

Preferred skills include:

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

• Commitment & Initiative:
  Leads according to the principles, vision and values of the organization
• Shows strong support and enthusiasm in his work assignments
• Launches projects timely, balances workloads and distributes work efficiently
• Communication & Emotional Intelligence:
  Provides clear instruction to employees, explains how product or process works, and is available to answer any questions that may arise
• Ability to get a point across, create a…