It's an exciting time at Metrohm USA!

We are the North American division of world-renown Metrohm AG (Herisau, Switzerland), an industry leader in laboratory instruments and accessories for analytical testing/research. We are looking for a Support Operations Manager to join our team at the corporate headquarters in Riverview, FL.

The Support Operations Manager (SOM) bridges the gap between services definition and service delivery. The SOM will service as a Service liaison throughout Metrohm and lead projects to enhance the Customer Experience.

Essential Functions:

  • Translate service definition into deliverables

– Add clarity to service deliverable expectations using a wide variety of media, including documentation, collateral, SOPs, work instructions, videos and other technology

  • Owner for Customer Experience, including gathering, managing and disseminating
  • Monitor Net Promoter Score (NPS), communicate to internal stakeholders and leverage with customers in the market
  • Support stakeholders by acting as Service liaison, establish trusted networks throughout Metrohm (including HQ)
  • Provide support for unique sales opportunities, key accounts
  • Develop go-to market strategy for new product support

– Readiness review and completion for recently launched products 

– Product watch champion when organizational confidence is low

  • CRM expert for all Service needs, assess system capabilities, bridge gaps and translate needs into project outlines and SOW’s, work through channels to speed implementation
  • Establish Support intake process and support design criteria
  • Define Support pathways by technology
  • Segment existing customer base by engagement level
  • Guide and direct the Support Operations team toward achieving organizational goals
  • Manage direct report responsibilities; hire, supervise, coach, motivate, corrective action as needed
  • Responsible for various projects as assigned

Education/Experience/Additional Qualifications:

  • Bachelor's degree (B.S.) in chemistry, chemical engineering, or related discipline, MBA preferred; seven to ten years' related experience or equivalent combination of education and experience
  • Solid demonstrated project management experience
  • Strong verbal and written communication skills; persuasive communicator
  • Ability to establish and build rapport with others, both internal and external to the organization
  • Advanced experience with CRM & ERP software; advanced Microsoft Excel skills
  • Working knowledge of CAD and common engineering principles and terms
  • Ability to interpret electrical diagram and engineering documents
  • Excellent problem solving and trouble shooting skills
  • Ability to comprehend and apply principles of modern algebra and statistics
  • Ability to handle multiple priorities and meet deadlines

Learn more and apply here