Technical Center Team Supervisor

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Malvern Panalytical

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔬 Science

💊 Pharmaceuticals

⚡ Energy

Science • Pharmaceuticals • Energy

Malvern Panalytical is a leading provider of precision analytical instruments and solutions. Their product range includes particle size analyzers, X-ray fluorescence (XRF) spectrometers, X-ray diffractometers (XRD), and near-infrared (NIR) spectrometers, which are used in a variety of industries, including pharmaceuticals, mining, energy storage, and metals analysis. The company focuses on enhancing productivity and product development by offering tools for detailed physicochemical insights, facilitating accurate process control, and optimizing quality across applications. Malvern Panalytical is committed to advancing scientific understanding to develop cleaner, healthier, and more productive environments.

📋 Description

• Lead, coach, and develop a team of 8–10 Remote Technical Support Specialists, providing performance management, mentoring, and career development. • Oversee Tier 1 and Tier 2 technical support operations, ensuring timely resolution of customer issues and appropriate escalation of complex cases. • Monitor team workload, prioritize incoming support requests, and allocate resources to meet customer service objectives. • Partner with regional teams, Tier 3 support, Engineering, and Field Service to resolve technical issues and improve the customer experience. • Manage customer and internal escalations while driving timely communication and issue resolution. • Monitor team performance using key performance indicators (KPIs) and identify opportunities to improve service delivery and operational efficiency. • Lead continuous improvement initiatives, process reviews, and team meetings that enhance support operations. • Support employee onboarding, training, cross-training, and ongoing technical development to build a high-performing team. • Ensure compliance with company policies, safety standards, documentation requirements, and service processes.

🎯 Requirements

• Bachelor's degree in Engineering, Electronics, Physics, or a related technical discipline, or equivalent industry experience. • Demonstrated leadership or supervisory experience leading technical support, field service, or customer service teams. • Strong technical background supporting scientific instrumentation, laboratory equipment, industrial equipment, or other complex electromechanical systems. • Experience managing customer escalations and delivering exceptional customer service. • Strong coaching, communication, and team development skills. • Experience collaborating across Engineering, Field Service, Sales, and Operations teams. • Experience with SAP, Salesforce, or other CRM/service management systems preferred. • Experience supporting laser, X-ray, or other analytical instrumentation is highly desirable. • Valid U.S. driver's license with the ability to travel up to 10%.

🏖️ Benefits

• Travel up to 10% to support field teams, customer visits, training, and business meetings.