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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 Training & Technical Support Manager to join our team in the Riverview, FL headquarters.

It's your chance to be a part of a dynamic team and make an immediate impact!

The Training & Technical Support (TS) Manager oversees the Training and Technical Support teams to align all activities with company goals and targets; proactively manages resources to achieve them. Handles all aspects of running efficient teams of Trainers and Technical Support Specialists; including hiring, supervising, coaching, motivating, and utilizing appropriate corrective action, as needed.

Essential Functions:

  • Guides and directs the teams toward achieving operational goals
  • Analyzes performance, identifies and implements cross training opportunities between teams; works to eliminate waste
  • Maintains and proactively manages Key Performance Indicators (KPI’s) for the teams to improve the effectiveness of service provided
  • Actively investigates, researches, recommends solutions, and resolves problems with the goal of resolution
  • Ability to analyze data, interpret key performance indicators, and recommend solutions for continuous improvement
  • Develop and document processes and procedures. Responsible for documenting process, procedures and technical information regarding products, and service delivery to customers and making the documents readily accessible
  • Provide training on SOP’s for internal partners and external customers, including program/process implementation, creation and organization of materials, execution of training program and training of trainers
  • Creates a collaborative environment with other teams to facilitate process improvement, process standardization, and increased quality of service for customers
  • Ensures all customer calls are treated with a sense of urgency and all contacts with customers are conducted with a high level of service and professionalism
  • Demonstrated ability to identify, document and implement process and control enhancements, process mapping and process re-engineering to improve quality, efficiency of service
  • Travel to customer sites to expand knowledge and increase exposure to the markets we serve

Education / Experience / Additional Qualifications:

  • Bachelor’s degree in Chemistry, Business, or related field; Masters and/or MBA preferred
  • Minimum of five (5) years of management experience, including hiring, training, coaching, performance management and employee relations
  • Previous hands-on experience overseeing multiple functional areas including training, technical support/lab, customer support, etc.
  • Minimum of 5 years' related technical support, call center operations experience and/or training
  • Previous experience developing self-help/self-service tools strongly preferred
  • Experience with CRM & ERP software; advanced Microsoft Excel skills desired
  • Previous experience managing a cost center(s) preferred
  • Strong verbal and written communication skills, persuasive communicator
  • Ability to establish and build rapport with others, both internal and external to the organization
  • Travel up to 20% to customer sites, company facilities, trainings, conferences, etc.

Learn more and apply here