Anton Paar QuantaTec · 2 days ago
Manager, Customer Support
Boynton Beach, FL
Full-time
Onsite
Senior Level
7+ years expAnton Paar QuantaTec is seeking a Manager, Customer Support to drive customer success with innovative products and analytical instruments. The role involves leading the Customer Support organization, ensuring high-quality technical support, and overseeing staff development and training.
Manufacturing
Responsibilities
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
Providing fast, high-quality, and cost-effective repairs for customers in-house
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
Qualification
Required
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
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
This role has supervisory responsibilities for 5 or more employees
Preferred
Master's Degree in Electronics, Mechanical Engineering, Chemistry, Physics or related field
Company
Anton Paar QuantaTec
Anton Paar revolutionizes measurement techniques by designing instruments that enable accurate, precise, reliable characterization of powdered, solid, semi-solid, and porous materials.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase