Manager, Technical Support

Overview

Job Title: Manager, Technical Support
Reports To: Director, Customer Experience
Position Location: Vernon Hills, IL
Work Type: Hybrid (3 days in office)
FLSA Status: Exempt

Position Summary

The Manager, Technical Support will be responsible for driving results and productivity of the customer experience department through effective management and communication. The role will work with the management team to communicate vision and deliver stellar customer service results. This position plans and manages the daily operations of team members to meet customer needs while supporting department and company financial/operational goals and objectives.

Responsibilities include managing training and development activities, quality monitoring for the department, supporting domestic commercial/indirect fields teams, and coordinating technical and non-technical representatives. The role requires detailed orientation with strong organizational and project management skills.

• Coaches, counsels, and develops associates to achieve departmental goals and promote excellent customer service. Works with the leadership team to identify and arrange needed associate training and development.
• Collaborates with Global Portfolio Management and Technical Training staff to build and maintain technical knowledge of associates in preparation for technical inquiries.
• Ensures customer needs are met and high-quality service is delivered. Manages escalation resolution and staffing to handle customer inquiries across channels, reinforcing world-class customer service principles.
• Provides leadership to the Customer Experience support team and collaborates with the training team to identify and arrange needed associate training and development.
• Leads cross-functional teams to identify service issue root causes and implement corrective action plans for sustainable service improvements that meet or exceed customer expectations.
• Metrics: prepares, reviews, and analyzes operational reports and uses data to drive revenue through the teams.
• Assesses, implements, and monitors training needs of team members to optimize performance related to Order Management, Demand Analyses, Customer (internal & external) Communication, and Customer Service Metrics Analyses.
• Works with the Customer Experience leadership team to analyze weekly and monthly performance metrics to drive customer and business results, including various Cole-Parmer Company Service Metrics, Departmental Scorecards, and Customer-Specific Scorecards for Key Accounts.
• Participates in integration and acquisition activities as required.
• Performs other duties as assigned.

• Bachelor’s Degree from an accredited institution in a physical or life science (e.g., chemistry, biochemistry, biology, biotechnology) or equivalent experience.

• 5-7 years of relevant work experience with management experience.
• Proven industry experience in the life sciences, managing technical support teams and supporting a broad portfolio of laboratory instruments, fluid handling, and process equipment.

• Leadership and management skills to lead, coach, and motivate a large group of employees; excellent interpersonal skills to relate to employees, peers, and various levels of management; strong customer orientation to develop relationships.
• Strong analytical and problem-solving skills to analyze information, interpret procedures, respond to issues with creative problem solving, and manage multiple activities with sound judgment.
• Ability to balance customer experience needs, associate needs, and company profits in a fast-paced environment; set priorities and manage own workload with minimal guidance; delegate tasks when appropriate.
• Proficiency with computer basics (Windows, Word, Excel, email, Internet Explorer); AS/400 optional; strong understanding of CRM systems such as Salesforce and other technical support tools.
• Proven ability to embed revenue-focused behaviors (upselling, cross-selling, proactive recommendations) within support operations.
• Thrives in a fast-paced, collaborative environment and can work under deadlines and pressure.
• Excellent written and verbal communication skills across all levels of the organization.
• Strong work ethic and ability to excel in a rapidly changing and growing organization.

• Salary Range: $95,000-$110,000, depending on location, experience, and qualifications.
• Annual-Incentive Plan (AIP):
  Manager-level 10%
• Benefits coverage begins day 1, including:
• Medical, Dental, Vision Insurance
• Disability Insurance
• Life Insurance
• 401(k) company match
• Paid Time Off (15 days annually)
• Paid Holiday time (10 company-designated days)
• Tuition Assistance
• Additional benefits available with company package

Relocation and other details:
This position has not been approved for Relocation Assistance.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran…