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.