Technical Support Manager

Our Opening and Your Responsibilities

The Technical Support Manager acts as the primary 'go-to' contact for mechanical, electrical, software and customization support for the Eagle sales and service organization. The Technical Support Manager provides technical assistance on all Eagle XR devices to internal and external customers.

Essential Duties and Responsibilities include the following:



  • Responsible for creating and maintaining exceptional customer value, employee value and shareholder value in an environment that is demanding and fluid due to customer expectations and developments in product technology or procedures.  Is the main point of contact globally for customer's, internal and external partners for Eagle equipment.
  • Actively participates as team member resolving technical support troubleshooting and debugging to resolution.
  • Lead the investigation and resolution of technical support issues for equipment through customer interaction on customer systems and utilization of field-based technical resources where necessary.
  • Responsible for assuming total ownership of customer issues until resolution of issue.
  • Troubleshoot customer hardware/ software and where necessary, create technical instructions that provide solutions for diverse hardware and software platforms.
  • Responsible for project managing and escalating customer issues to for assistance and resolution as necessary according to defined escalation criteria.
  • Maintains technical product knowledge to keep abreast of updates and changes by continued product training and traveling to field installations for on-site training.
  • Work closely with the Service Management teams in Asia-Pacific, EMEA (Europe/Middle East) and Latin America, in order to ensure effective communication through this team
  • Evaluates, prepares, and distributes periodic technical bulletins to internal and partner technical teams to support knowledge sharing and continued increase of expertise in servicing Eagle products.
  • Ability to learn and support multiple products across all product lines. 
  • Ability to perform proactive support and identify and anticipate issues that clients may experience.
  • Capture, categorize, and provide regular summary reporting to senior leadership on technical support demands and trending.
  • Must maintain minimum standards for call closure, quality resolution and other metrics as defined by management.
  • Establishes and maintains a close relationship with senior level Field Service Engineers in order to support the needs of the customer and remain aware of current technical trends.
  • Develops, maintains, and administers globally shared knowledge base of technical solutions to service challenges.  Creatively pursues distribution and access to Eagle personnel and partners.
  • Applications development and applications testing support as needed.
  • Cross trains on other office functions as related to Eagle Product Inspection daily activities.
  • Provides technical assistance and support to the Quality Managers and internal and external technical team members as required to ensure adequate service to internal and external sales and service customers.
  • Management and leadership of the Senior Technical Specialist.
  • Proactively supervises work of the Senior Technical Specialist ensuring consistent, accurate and timely processing of the work. Trains as needed and evaluates the work.
  • Allocates and assigns duties to Senior Technical Specialist including technical support activities and applications work to support the sales and service initiatives.
  • Motivates, encourages and monitors work completed by the Senior Technical Specialist.
  • Completes performance reviews and provides coaching to direct report(s) to Eagle standards for the business. Assesses performance regularly and provides feedback accordingly.
  • Exercises every available measure to control and minimize costs.
  • Travel, overtime and work hours other than Monday-Friday may be required.  Occasionally, overnight travel and direct service support at customer sites may be necessary.
  • Actively participate in rotating overnight and weekend waiting to engage schedule.
  • Comply with and ensure department compliance with Company health, safety and environmental policies.
  • Other duties as required.

What You Need to Succeed

Knowledge/Skills

  • Individuals should possess good communications skills and have a strong orientation for customer focus and teamwork. 
  • Must be responsive to all customer issues at all times. 
  • Must be self-motivating and require minimum supervision to complete work tasks

Education and Training:

  • Associates/Bachelor Degree or equivalent technical training.   
  • Computer literacy required.  
  • Minimum of 4 to 6 years experience directly involved in troubleshooting and field repair of electrical and electronic systems and equipment.
  • Experience with industrial X-Ray applications preferred.     

Our Offer to You

  • Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire 
  • Tuition reimbursement, employee wellness programs, plus other perks and discounts 
  • Parental and caregiver leave policies
  • All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits 
  • Global market strength and worldwide leadership in weighing
  • A brand name that is identified worldwide with precision, quality, and innovation 
  • Thousands of patents, design and innovation awards and commitment to extraordinary service on our state-of-the-art equipment

About Mettler Toledo

Working at Mettler Toledo means you are impacting the world in important ways. Our precision measuring devices span the world's laboratories, production facilities, and retail stores. We manufacture, sell, and service instruments that detect, measure, and weigh - from the infinitely small to the largest of vehicles or airplanes. 
  • We help feed the world. We impact how food is produced, packaged and made safe.
  • We help keep you healthy. Our instruments make it possible for scientists to develop new drugs and bring life-saving medicines to the world.
  • Mettler Toledo products are important to the production and consistent quality of every kind of consumer product.
No matter how far human kind goes to explore new frontiers, Mettler Toledo is there to help make it happen.

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. If you’d like more information about your EEO rights as an applicant under the law, please click here

Mettler Toledo endeavors to make www.mt.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at EEO@mt.com.

Para aquellos que priorizan la precisión, Mettler Toledo es precisamente donde perteneces.

Job Reference #

6379

Location

Florida

Lutz

Job Type

Full-time