About the roleAs the
Technical Center Team Supervisor, you will lead a team of 8-10 Remote Technical Support Specialists responsible for delivering exceptional technical support across the Americas. You'll provide day-to-day leadership, coaching, and performance management while ensuring customer issues are resolved efficiently and service levels are consistently achieved. Working closely with Technical Operations, Field Service, Engineering, and Global Support teams, you'll balance technical expertise with people leadership to drive operational excellence, improve customer satisfaction, and support continuous improvement initiatives.
This role is ideal for someone with a strong technical service background who is ready to transition into-or continue growing within-a people leadership role while remaining connected to complex customer support operations.
Core responsibilities- Lead, coach, and develop a team of 8-10 Remote Technical Support Specialists, providing performance management, mentoring, and career development.
- Oversee Tier 1 and Tier 2 technical support operations, ensuring timely resolution of customer issues and appropriate escalation of complex cases.
- Monitor team workload, prioritize incoming support requests, and allocate resources to meet customer service objectives.
- Partner with regional teams, Tier 3 support, Engineering, and Field Service to resolve technical issues and improve the customer experience.
- Manage customer and internal escalations while driving timely communication and issue resolution.
- Monitor team performance using key performance indicators (KPIs) and identify opportunities to improve service delivery and operational efficiency.
- Lead continuous improvement initiatives, process reviews, and team meetings that enhance support operations.
- Support employee onboarding, training, cross-training, and ongoing technical development to build a high-performing team.
- Ensure compliance with company policies, safety standards, documentation requirements, and service processes.
- Travel up to 10% to support field teams, customer visits, training, and business meetings.
What you will bring to the role- Bachelor's degree in Engineering, Electronics, Physics, or a related technical discipline, or equivalent industry experience.
- Demonstrated leadership or supervisory experience leading technical support, field service, or customer service teams.
- Strong technical background supporting scientific instrumentation, laboratory equipment, industrial equipment, or other complex electromechanical systems.
- Experience managing customer escalations and delivering exceptional customer service.
- Strong coaching, communication, and team development skills.
- Experience collaborating across Engineering, Field Service, Sales, and Operations teams.
- Experience with SAP, Salesforce, or other CRM/service management systems preferred.
- Experience supporting laser, X-ray, or other analytical instrumentation is highly desirable.
- Valid U.S. driver's license with the ability to travel up to 10%
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