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It's an exciting time at Metrohm USA!

We are the North American division of world-renown Metrohm AG (Herisau, Switzerland), an industry leader in laboratory instruments and accessories for analytical testing/research. We are looking for a Technical Support Manager to join our team at the NAHQ in Riverview, FL.

The Technical Support Manager is responsible for coaching, training & managing the performance efforts of their assigned team to have the greatest overall impact on the Metrohm customer experience. With the support of their manager and other company resources, they will recruit, hire, motivate, and develop their team and work to build peer support and strong internal company relationships.

This is a full-time position located in the Riverview, FL facility.

The Technical Support Manager will be responsible for:

Team Performance

Manage the day-to-day activities of the Technical Support team, ensuring that team members meet their goals and objectives. Monitor team performance against established service level agreements (SLAs) and address any performance gaps. Hold team members accountable for delivering timely and effective support by regularly reviewing their progress, performance, and customer feedback. Design, implement, and oversee communication workflows, ensuring that all customer issues are addressed promptly and efficiently.

Escalation Point for Complex Technical Issues

Serve as the lead technical support resource for complex customer issues. Provide expert guidance to team members and coordinate with other departments to resolve escalated problems effectively.

Collaborate with Cross-functional Teams

Collaborate with other departments, including Sales and Service to improve customer experience and streamline issue resolution. Develop training materials to enhance customer knowledge and satisfaction. Facilitate discussions to reach a consensus on effective resolution strategies.

Knowledge Base and Enhanced Technical Support Portal

Collaborate to create and maintain a knowledge base that empowers the Technical Support team to resolve customer issues more efficiently. Ensure the knowledge base is regularly updated with relevant content. Drive improvements to the technical support portal to enhance content, functionality, and user experience. Ensure the portal provides easy access to self-service resources.

Improve Support Capabilities through Training

Identify training needs through performance analysis. Deliver training sessions to improve technical skills, product knowledge, and customer service. Implement continuous learning programs to keep the team updated on changes in products and processes. Analyze customer feedback to identify areas for improvement and provide targeted training.

Leadership, Coaching, and Mentoring

Foster a positive work environment by coaching and mentoring team members. Prioritize employee well-being and support their professional growth. Conduct regular one-on-one meetings for feedback and career development.

Ideal Skills, Experience and Education:

• Bachelor's degree (B.S.) in chemistry, chemical engineering or related discipline; a minimum of 2 years of management experience; and a minimum of 3-5 years related technical support, applications, customer support or service operations experience and/or training; or equivalent combination of education and experience.
• Strong presentation skills. The ability to translate and teach technical knowledge, for new and existing products. Excellent verbal and written communication skills.
• Familiarity with Microsoft Dynamics CRM and Zendesk ticketing systems is preferred
• Successful completion of a pre-employment background check, employment and education verification and a 10-panel drug screening, which includes marijuana, is also necessary.

At Metrohm USA, we're more than a leader in chemical analysis; we're a community driven by passion, integrity, and a commitment to quality and innovation. With expertise in both laboratory and process systems for titration, ion chromatography, electrochemistry, and spectroscopy, our approach goes far beyond just technology. We believe in creating an environment where our people feel valued, heard, and inspired to do their best, ensuring that we not only deliver exceptional solutions but also foster a culture of mutual respect and continuous improvement. The way we take care of customers is deeply embedded in our culture, making every Metrohm experience uniquely personal and supportive.

Discover how our dedication to both science and humanity shapes everything we do at www.metrohm.com

Eligible employees may choose to participate in the following benefits:

• Comprehensive Medical, Dental and Vision
• Basic life insurance and accidental death and dismemberment
• Short- and long-term disability
• Tuition reimbursement program
• Paid vacation, holidays, sick and personal days
• 401k savings
• And more!

If you are interested in applying for this exciting opportunity, please submit your resume and cover letter for our consideration.

Metrohm USA, Inc. is an Equal Opportunity Employer.
EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities

Metrohm USA, Inc. is a federal contractor with a commitment to engage in affirmative action to increase employment opportunities for protected veterans and individuals with disabilities.

Metrohm USA, Inc. is an E-Verify employer.

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