Customer Service Manager
Job description:
Wyatt Technology is looking for Manager to join our Customer Service and Support department, managing our Technical Support team in its mission of delighting our customers and ensuring customer success. The ideal candidate will be a self-motivated individual who loves science and technology, excels at problem solving, and can be a strong team leader delivering solutions to customers.
At Wyatt, everything is about our customers. As the Manager of our Technical Support team, you will be part of a team that guarantees that our customers’ experiences are exceptional.
Key responsibilities include:
- Develop technical mastery of Wyatt products and lead our team answering customer questions via phone and email, ensuring our customers’ success. Assist customers with advanced data processing and analysis and provide remote training when needed.
- Manage team assignments and completion as well as system workflows. Administer our ticketing system. Report on metrics for customer satisfaction and resolution and improve processes.
- Supervise our Field Service Coordinator overseeing the procedures for onsite maintenance and repair service.
- Support our representatives around the world with complex troubleshooting issues.
- Instruct customers in our Light Scattering University (LSU) in-house training during software and lab workshops.
- Manage the escalation process for advanced troubleshooting or customer issues that require management intervention and work with engineering teams to provide root cause analysis and solutions.
- Monitor and manage the progression of customer instruments returned for factory service and the workflows for this process.
- Collaborate with our product management, R&D, and engineering teams to prioritize improvements and provide suggestions based on experience with customers and representatives, ensuring superior customer experience.
- Perform instrument and software installation, maintenance and repair, qualification and training onsite at customer facilities as needed.
- Manage the creation and updating of troubleshooting documentation, Service Notes, Technical Notes, and User’s Guides, video tutorials, FAQs, qualification/validation documents and other Support Center content.
Requirments and Qualifications:
- M.S., B.S. or B.A. degree; a science or engineering degree (Biochemistry, Chemistry, Physics, Engineering or Materials Science) is strongly preferred.
- Four years’ experience with scientific instrumentation, preferably one year experience with Wyatt instrumentation and software. A minimum two years’ experience in technical support and management is preferred.
- Proficiency in Windows OS and Microsoft Office products.
- Strong verbal and written communication skills.
- Ability to multitask and remain detail-oriented in a fast-paced environment.
- Analytical and problem-solving skills as well as the ability to identify opportunities for improvements.
- Experience in a customer service role is a plus.
We Offer:
- A rewarding, diverse job in a supportive team environment working with scientist customers.
- A complete benefit package including company paid health, dental/vision and life insurance, holidays, combined vacation and sick leave program, disability insurance and gym memberships. We also offer a generous 401(k) pension plan as well as a quarterly bonus program. We’re dog-friendly, too.
About us:
Wyatt Technology is the world leader in research, development and commercialization of light scattering instruments used by chemical, pharmaceutical, and biotech companies and by government and academic institutions. Visit our website at www.wyatt.com to learn more about the science and our products. Apply online at www.wyatt.com/Careers.
Working at Wyatt Technology
Working at Wyatt Technology means you are impacting the world in important ways. Our analytical technology provides scientists in the pharmaceutical, biotechnology, and chemical industries with the information they need to deliver life-changing products. Wyatt Technology develops, manufactures, sells, and services instruments that modernize R&D, analytical sciences, bioformulations, and biopharma manufacturing.
Equal Opportunity Employment
We are an equal opportunity employer and value diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification.