Nexcelom Technical Service Support Leader
Revvity
Job ID: in-2c96ffde2281b70d
Location: Lawrence, MA, US
Description:
**Position Summary**
The Nexcelom Technical Support Leader oversees the global technical support team responsible for diagnosing, troubleshooting, and resolving complex technical issues related to electro/mechanical equipment, sophisticated computer systems, software applications, and networking/wireless systems. This leadership role ensures high\-quality support delivery, team development, and collaboration with cross\-functional departments, including engineering, software development, and field service teams.
Key Responsibilities
Leadership \& Oversight
* Supervise a team of technical support engineers, field technicians, and specialists, ensuring prompt and effective issue resolution.
* Establish and maintain best practices for troubleshooting, escalation management, and technical issue resolution.
* Develop and implement training programs to ensure team members remain current on software upgrades, new product releases, and evolving troubleshooting methodologies.
* Evaluate team performance, providing feedback, coaching, and career development opportunities to enhance expertise and efficiency.
* Select, develop, and assess personnel to ensure the efficient operation of the support function.
Technical Support \& Customer Experience
* Oversee Level 2 and Level 3 technical support activities, ensuring timely and effective resolutions for customer\-reported issues.
* Support field engineers and service representatives with complex troubleshooting and on\-site assistance when necessary.
* Ensure customer satisfaction by meeting service level agreements (SLAs) and key performance metrics.
* Manage escalations when standard procedures fail to isolate or resolve technical issues.
* Participate in customer installation and training programs, as needed.
Collaboration \& Process Improvement
* Maintain direct communication with engineering and software development teams regarding product design, reliability, and maintenance issues.
* Participate in weekly service alert calls and problem\-resolution meetings to drive continuous improvement.
* Optimize support workflows, ensuring efficient case handling and knowledge management.
* Manage customer support databases and ensure CRM systems are updated with case activities.
* Oversee monthly surveys and feedback analysis to enhance service delivery.
Inventory \& Evaluation Program Management
* Manage inventory of demo units, ensuring availability for evaluations.
* Oversee the instrument evaluation program, including scheduling, shipping, and inspection processes.
* Ensure proper documentation and supplies for support operations.
* Monitor program data and report insights for continuous improvement.
Qualifications
* 3\+ years of leadership experience in a technical support or customer\-facing role.
* 3\+ years in the Scientific field or biotech industry experience
Preferred Qualifications
* Strong technical acumen with experience troubleshooting electro/mechanical instruments, software, and networking issues.
* Excellent interpersonal and customer service skills with a strong problem\-solving mindset.
* Experience working with CRM and support databases for case management.
* Ability to work cross\-functionally in a fast\-paced, multidisciplinary environment.
* Availability to travel up to 25% for training, installations, and on\-site support.
Remote: False
Min Salary: 75195
Max Salary: 89246
Salary Frequency: yearly
Posted Date: 2025-02-03
URL: https://www.indeed.com/viewjob?jk=2c96ffde2281b70d
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