Technical Support Supervisor

Our Opening and Your Responsibilities

Mettler-Toledo Rainin, LLC is looking for a self-motivated Technical Support Supervisor to join our Pipette Service department in our Oakland, CA headquarters. This individual is responsible for supervision of the Technical Support Team and actively participates in the first and second level support for Rainin products and services to external and internal customers globally.

The primarily responsibility is, along with the technical support team, to provide support via phone, email or webex to  inquiries from external and internal customers globally who buy, sell, service, and use Rainin liquid handling products. Additionally the Technical Support Supervisor is responsible for level I and II pre and post sales support for Rainin software products including ED PAM.   The Technical Support Supervisor will be responsible for reporting on technical support metrics and trends and will service as advocate for the customer in resolving technical issues.


The ideal candidate will use his/her experience to complete the following tasks:

  • Respond to external and internal customer phone call requests for product selection and product use advice and technical assistance.
  • Respond to external and internal customer email requests for product selection and product use advice and technical assistance.
  • Research and resolve technically challenging or complicated issues impacting external and internal customers.  Requires working with various departments throughout the company, including customer service, sales, engineering, manufacturing, quality assurance, etc.
  • Support department operations and initiatives, including data analysis, compiling and writing reports, logging data into management systems, updating records, and document filing.  Identify and report on incident trends to Rainin leadership.
  • Represent technical support team and processes in developing support plans for new products and services and provide feedback and analysis derived from interactions with customers.
  • May provide training to new employees and sales reps.
  • May provide input to or directly be involved with the development of support documentation, including developing technical bulletins, product manuals, and service procedures.
  • Provide first and second level support for Rainin instrument software including ED PAM software including both pre-sales and post-sales support
  • Direct supervision and management of technical support representatives including daily oversight, training and professional development.

What You Need to Succeed

·       B.A. or B.S. degree

·       A minimum of 2 years of experience in a laboratory environment, instrumentation, or a customer service call center

·       Minimum 2 years supervisory experience.

·       Knows SQL, network environments, VMs and can drive installations of EDPAM as server setup (DB, Business Server, Client) and trouble-shoot with customers directly (remotely through teamviewer).

  • Excellent interpersonal, verbal, and written communication skills

·       Previous knowledge of and/or work experience with pipette products and polypropylene tips a plus

·       To perform this job successfully, an individual should have knowledge of MS Office Suite, especially MS Excel and MSWord, File Maker, SAP, and PowerPoint software.

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, educational matching gift program, perks and discounts
  • Parental and caregiver leave programs
  • All the benefits you would expect from a global leader 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 precision instrumentation
  • A brand name that is identified worldwide with precision, quality, and innovation
  • Thousands of patents, design and innovation awards across Mettler Toledo
  • Global recognition for the quality of our products and services

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.
Mettler Toledo Rainin manufactures pipettes, one of the most basic tools used in every type of chemistry laboratory and many kinds of biological laboratories. Rainin's pipettes consistently rank among the top premium pipette brands in North America, Europe, Asia and the Middle East.

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.

Pour ceux qui priorisent la précision, Mettler Toledo est précisément le lieu où se trouve leur place.

Job Reference #

5132

Location

California

Oakland

Job Type

Full-time