Manager, Technical Services, Chromatography; HYBRID Shelton, CT

Job Title Manager, Technical Services, Chromatography (HYBRID Shelton, CT)

Shelton, CT

The Manager, Technical Services – Chromatography leads a team of Technical Support Specialists supporting Chromatography products and related software. This role owns the team's performance on 3rd-level technical escalations, service documentation, technical training content creation/delivery, and new product introduction support. The Manager is accountable for team capacity, escalation outcomes, customer satisfaction metrics, and cross‑functional coordination with R&D, Field Service, Inside Service, and Product Management.

Location:

This is a hybrid remote role based in Shelton, CT. Expectations are working remotely 1-2 days a week and on‑site the remaining days.

• Manage, coach, and develop a team of Technical Services Specialists; set individual and team goals, conduct performance reviews, and manage workload distribution across the Chromatography product portfolio.
• Own the field replacement & technical services alerts end to end: ensure timely triage, assignment, and closure of open issues; chair or co-chair bi‑weekly Alert Calls and twice‑monthly Customer Satisfaction Problem Resolution Meetings.
• Serve as the escalation point when 3rd-level support cannot resolve an issue; determine when to engage R&D, vendors, or other partners and track resolution to closure.
• Monitor team metrics (response time, escalation aging, customer satisfaction, repeat‑issue rate) and report trends and risks to service and product leadership.

• Ensure the technical knowledgebase (e.g. Installation and Qualification documents, Preventive Maintenance checklists, Service Parts Lists, Service Data Bulletins) is current, accurate, and consistently maintained across the team.
• Establish documentation standards and review cadence; audit for quality and completeness.

• Oversee the team's development and delivery of technical training for service engineers, inside service, and customers.
• Approve training curricula and schedules; ensure training space and instrumentation are maintained and available.
• Identify skill gaps across the team and field organization and direct training investment accordingly.

• Represent the technical support function on new product launch teams; ensure DFX input, service documentation, parts forecasting, and installation protocols are delivered on schedule.
• Assign and oversee team members supporting NPI deliverables necessary for Project milestones.
• Partner with R&D and Product Management to influence design‑for‑service decisions ahead of launch.

• Build and maintain working relationships with R&D, Product Management, Field Service leadership, and vendors to drive root‑cause analysis and product/process improvement.
• Represent the team's priorities and constraints in cross‑functional planning.

Ability to work a hybrid schedule in Shelton, CT, including full‑time onsite periods as needed to support training courses or team needs. Maintain training and compliance in health and safety, security, environmental, and operational requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.

Minimal to occasional travel required (site visits, launch support, training).

• Bachelor's degree or equivalent experience in chemistry, biochemistry, biotechnology, or a similar scientific field.
• A minimum of 6 to 8 years' experience in a support, service, or analytical laboratory environment, including prior…