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? If you answered yes, we’d love to discuss our Manager, Customer Support.

• The Customer Support Manager leads the Customer Support organization unit responsible for Customer Support and Repair functions.
• Customer Support:
  Providing best possible technical support to our customers (sales subsidiaries and distribution partners), answering service‑related questions, passing on feedback to drive product quality and development.
• Repair:
  Providing fast, high‑quality, cost‑effective in‑house repairs for customers.

• Mentor and develop staff through regular meetings and guidance.
• Ensure training and cross‑training of service employees on instruments and support channels (email, web, CRM).
• Monitor customer service feedback and implement improvements.
• Manage the improvement process for OBF and warranty repair cases up to final C1 quality notification.
• Create error statistics and inform responsible parties.
• Maintain communication with staff to uphold a positive work environment.
• Perform and support internal repairs and coordinate with subsidiaries and partners.
• Process repairs, returns, and in‑house instrument adjustments.
• Monitor all projects assigned to department staff.
• Schedule staff to ensure coverage.
• Travel up to 10% overnight domestically and internationally.
• Ensure compliance with US Export Administration Regulations.
• Plan personnel capacities, cost centers, and internal orders.
• Optimize processes, workflows, and maintenance of the customer support department.
• Perform all other assigned duties.

• 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.
• Ability to handle multiple tasks in a fast‑paced environment.
• Familiarity with SAP ERP, CRM or similar systems.

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

• Commitment & Initiative:
  Leads per organization values, launches projects timely, balances workloads.
• Communication & Emotional Intelligence:
  Provides clear instruction, answers questions, presents ideas.
• Collaboration & Team building:
  Works well with internal and external teams.
• Critical Thinking & Problem Solving:
  Solves problems logically, researches options, focuses on data.
• Department Accountability & Capacity:
  Takes responsibility, follows commitments, redistributes work.
• Employee Management & Development:
  Mentors consistently, clarifies responsibilities.
• Goal Development & Execution:
  Identifies measurable opportunities, implements plans with urgency.
• Integrity & Financial Acumen:
  Behaves ethically, understands finance, uses judgment.
• Quality & Innovation:
  Meets high standards, improves quality, offers suggestions.
• Time Management & Dependability:
  Meets deadlines, prioritizes, is reliable.

This role supervises 5 or more employees and participates in multiple projects and cross‑functional teams.

The position requires regular sitting, standing, walking, observing, communicating, and handling items such as computers, machinery, and other equipment. The employee must occasionally lift or move up to 20 pounds.

Travel requires an international passport.

Compliance with the Anton Paar Employee Handbook applies except as otherwise stated.

Anton Paar Quanta Tec Inc. is an Equal Opportunity Employer. Employment opportunities are based upon your qualifications and capability to perform the essential functions. All positions are provided without regard to age, race, color, religion, sex, pregnancy, childbirth or related medical conditions, sexual orientation, gender identity, national origin, genetic information, sickle cell trait, marital status, disability, veteran status or any other protected characteristic.