Manager, Customer Support

Are you interested in driving customer success and the utilization of cutting edge, innovative products and analytical instruments? Do you thrive on defining team goals, driving customer engagement, and creating winning customer experiences? Do you love idea of helping customers and technical end users learn how to use new products, troubleshoot existing instruments, and improve sustainability of instruments? If you answered yes, let's discuss our Manager, Customer Support role today!

Snapshot Of What You'll Do

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 Impact You'll Make

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

• 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

Education and Experience

Skills

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

Competencies We Look For

The Customer Support Manager uses a variety of technical skills, industry knowledge and soft skills including:

• Commitment & Initiative:
• Leads according to the principles, vision and values of the organization
• Shows strong support and enthusiasm in their 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 compelling presentation and get buy-in for ideas
• Inspires others to achieve better results and demonstrate emotional intelligence
• Collaboration & Teambuilding
• Works well with others on internal and external teams through interpersonal skills
• Creates cross-functional teams that utilize the highest skill levels and provide developmental opportunities
• Build rapport with other departments, build alliances and negotiates effectively
• Critical Thinking & Problem Solving:
• Approaches problem solving logically, researches options, avoids biases and focuses on meaningful data to draw the right conclusions even under pressure
• Effectively identifies challenging or complex issues, evaluates options, and resolves in the best interest of the organization
• Performs analysis to assess the needs of the department and creates a plan to meet the requirements
• Department Accountability & Capacity:
• Takes responsibility for all work activities and personal actions, follows through on commitments, and acknowledges and learns from mistakes
• Can fully explain job duties and projects for all direct staff and redistributes work effectively
• Can fully explain the scope, utilization, efficiency and value-added tasks of each employee
• Employee Management & Development:
• Demonstrates the ability to manage, lead and enable others
• Helps employees progress in their career by mentoring on a consistent basis
• Continuously clarifies responsibilities, priorities and expectations that align with company goals
• Goal Development & Execution:
• Identifies measurable opportunities for department and staff to improve
• Creates opportunities to stretch staff out of their comfort zone
• Puts into effect of a plan, order, or course of action with a certain degree of immediacy or urgency and does not hesitate or delay moving forward
• Integrity & Financial Acumen:
• Behaves honorably and ethically, is truthful and can be trusted
• Understands and monitors the financial aspects including wages, allocations and expenses within area of responsibility
• Uses sound judgement in decision making regarding financial matters
• Quality & Innovation:
• Works to the highest of quality standards by anticipating problems, testing and checking their work, and pays close attention to detail
• Continuously looks for way to improve quality within their department and offers suggestions to others areas
• Creates new and better ways for the organization to be successful while adapting to change and engaging in continuous learning to promote the growth of the individual and the organization.
• Time Management & Dependability
• Ability to achieve desired results within given time frames and decide between conflicting priorities
• Shows up to work on time and is fully utilized and accounted for during work hours
• Is relied upon and available when additional time and effort is required

Supervision Exercised

This role has supervisory responsibilities for 5 or more employees and participates in multiple projects and cross functional teams.

Physical Requirements & Working Conditions

While performing the duties of this position, the employee is regularly required to sit, stand, walk, observe, communicate and handle items such as computers, machinery and other equipment. The employee must occasionally lift and/or move up to 20 pounds.

Position requires the ability to obtain a Passport for international travel.

In regards to organizational issues, the employee will comply with the regulations set forward in the Anton Paar Employee Handbook, except if otherwise stated.

Anton Paar QuantaTec Inc. is an Equal Opportunity Employer. Employment opportunities at Anton Paar QuantaTec Inc. are based upon one's qualifications and capabilities to perform the essential functions of a particular job. All employment opportunities are provided without regard to: age, race, color, religion, sex, pregnancy, childbirth or related medical condition, sexual orientation, gender identity, national origin, genetic information, sickle cell trait, marital status, disability, veteran status or any other characteristic protected by law.