Technical Support Team Manager

Job Title: Technical Support Team Manager
Job Status: Full-Time
Location: Phoenix, AZ
Reports To: Director of Operations and Service

To Apply: Send your resume to hr@nanoscience.com and in your cover letter explain your experience.

Position Summary

Nanoscience Instruments markets, sells, and services scientific instrumentation. Our headquarters in Phoenix, AZ is in need of a Technical Support Team Supervisor who will be responsible for building and maintaining a Service team that performs service and repair of Scanning Electron Microscopes and other cutting edge, high-tech nanotechnology equipment. This is a management position with direct reports on both the East and West Coasts, US.

Significant Responsibilities & Accountabilities

  • Strong team leadership and development skills are essential, this position will direct the daily activities of the Service team.
  • Responsible for continual training and readiness of the Service Team for existing products as well as any new product lines that may be introduced.
  • Ensures proper repair lab protocols are in place and maintained including proper ESD controls and maintenance.
  • The Technical Support Team Manager meets with the Nanoscience suppliers on a weekly basis (suppliers are primarily in Europe) to discuss best practices and bring up any issues affecting Nanoscience customers.
  • Conduct preventative maintenance (PM) and repair of complex instruments and follow testing procedures to ensure proper working operation.
  • Monitors and manages Service events and Field Technician activities to ensure proper procedures are followed and customer satisfaction is achieved in every Service-related transaction.
  • As needed, conduct on-site maintenance visits across the US and Canada (occasional weekend travel). Some training will be required at international supplier locations.
  • Provide troubleshooting and repair support for customers via phone, email, and remote access software.
  • Analyzes data (KPI) and creates reports on daily and monthly service metrics to identify department productivity and activity trends. Makes modifications and/or recommendations to management based on analysis.
  • Must demonstrate good understanding of tools for electrical, mechanical, and vacuum systems.
  • Occasional international travel to Suppliers for training is essential to this position.
  • Complete and submit detailed service reports.
  • Develops and maintains written departmental standards and procedures as part of the NSI Quality Management System (QMS).

Minimum Qualifications Required:

Education: Possessing or working on an engineering (STEM) degree.
Experience:
 Must have 3 – 5 years of prior experience as a team leader or manager, preferably in a high-tech/Service environment.

Knowledge, Skills, & Abilities

  • Able to read and interpret schematics, familiar with basic networking protocols, familiar with UHV phenomenon and technology.
  • Able to deal effectively with customers, both internal and external, with a high degree of professionalism and empathy.
  • Experience performing root cause analysis on complex equipment.
  • Must have excellent written and verbal communication (English).
  • High degree of manual dexterity and mechanical aptitude.
  • Must be able to perform in a highly paced, high-pressure environment.
  • Knowledge of or experience with Scanning Electron Microscopes or Cryo-EM is a plus.
  • Must be literate in Windows/Microsoft software environments.
  • Experience with Python and/or Linux is a plus.

Certification/License:

None required.