Antylia Scientific · 9 hours ago
Manager, Technical Support
Vernon Hills, IL, US
Full-time
Hybrid
Mid, Senior Level
$95K/yr - $110K/yr
5+ years expZeptoMetrix is a company focused on customer experience, and they are seeking a Manager for their Technical Support team. The individual will be responsible for driving productivity and results through effective management, ensuring high-quality service delivery, and developing team members' skills to meet customer needs.
BiotechnologyLife Science
Responsibilities
Coaches, counsels, and develops associates to achieve departmental goals and promote excellent customer service. Responsible for working with the leadership team to identify and arrange needed associate training and development
Works 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. Ensures the resolution of all escalated customer situations. Maintains staffing and processes to handle customer inquiries from various channels. Staffs by reinforcing core principles of world class customer service
Provides leadership to the Customer Experience support team who provides timely solutions to meet customer needs. Responsible for working with training team to identify and arrange needed associate training and development
Lead cross functional work teams focused on identifying service issue root causes and implementing corrective action plans to provide sustainable service improvements that meet/exceed customer expectations
Metrics:
1. Prepares, reviews, and analyzes various operational reports, such as departmental key performance reports or individual management performance reports. Uses data to identify creative ways to drive revenue through the teams
2. Assess, implement, and monitor training needs of team members to provide optimal performance related to Order Management, Demand Analyses, Customer (internal & external) Communication, Customer Service Metrics Analyses
3. Work closely with Customer Experience leadership team to analyze weekly and monthly performance metrics to drive customer, business results. Including, but not limited to Cole-Parmer Company Service Metrics, Departmental Scorecards and Metrics, Customer Specific Scorecards for Key Accounts, Ad Hoc Customer Service Scorecards and Metrics, develops leading indicator metrics to drive pro-active behavior
Participate in integration and acquisition activities as required
Performs other duties as assigned
Qualification
Required
Bachelor's Degree from an accredited higher learning institution, in a physical or a life science (e.g., chemistry, biochemistry, biology, biotechnology, etc.) - or equivalent experience
5-7 years of relevant work experience and management experience
Proven industry experience in the life sciences, with responsibility for managing technical support teams and supporting a broad portfolio of laboratory instruments, fluid handling, and process equipment
Must possess the leadership and management skills be able to lead, coach and motivate a large group of employees along with excellent interpersonal skills to relate well to employees, peers, various levels of management, and have a strong customer orientation to develop strong customer relationships
Strong analytical and problem-solving skills to be able to analyze, interpret and apply information and procedures, understand and act on customer prepared documents, respond to issues with creative problem solving, organize and prioritize several activities, identify areas for management and agent improvement, and apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues
Must be able to balance customer experience support needs, associate's needs, and company profits and sales in a fast-paced environment. Sets priorities and manages own workload with little guidance/instruction and able to delegate tasks/projects where appropriate
Excellent understanding of computer basics including Windows, Word, Excel, email, and Internet Explorer is imperative, (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, efficiently works under pressures, within deadlines or other time essential constraints
Excellent communication skills, both written and verbal, to communicate to all levels of the organization clearly and concisely
Strong work ethic and an ability to excel within a rapidly changing and growing organization
Benefits
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
Company
Antylia Scientific
Antylia Scientific is a global leader in peristaltic and single use bioprocessing solutions and life sciences
1001-5000 employees
H1B Sponsorship
Antylia Scientific has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2021 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2025-05-28Acquired
2019-11-04Private Equity
Leadership Team
Karuna Sharma
Vice President, Chief Scientific Officer
Kate Rykhus
Chief Human Resources Officer
Recent News
Precedence Research
2025-10-20
2025-10-04
Brookfield Business Partners
2025-08-01
Company data provided by crunchbase