- Leading, coaching, and developing the Technical Support team, setting clear expectations, and fostering accountability, technical excellence, and continuous learning.
- Serving as a senior-level technical resource and escalation point for complex cases involving Process Analytics instrumentation, transmitters, sensors, and analyzers.
- Establishing and maintaining a robust case management program using SAP CRM to ensure accurate documentation, effective workflow, and data-driven performance tracking.
- Evaluating current support workflows and implementing structural improvements to enhance efficiency, communication, and customer satisfaction.
- Partnering with Product Managers to identify systemic product or application issues, supporting corrective actions and feedback loops to R&D and Global Product Management.
- Contributing to the creation and maintenance of technical documentation, FAQs, and knowledge-based content to improve internal knowledge sharing and first-call resolution.
- Utilizing metrics and KPIs to measure team performance, identify bottlenecks, and guide process improvement initiatives.
- Degree in engineering, life sciences, chemistry, or related technical field; or equivalent work experience.
- 5-8 years in a technical support or field service role would be ideal. Must include 2+ years in a supervisory or team-lead capacity.
- Deep technical knowledge of Process Analytics technologies, including pH, dissolved oxygen, conductivity, TOC, gas analysis, and online analyzers for sodium and silica.
- Proven ability to design, implement, and manage case management systems and workflows.
- Experience with SAP is highly preferred.
- Strong analytical and troubleshooting skills, with experience conducting root cause analyses and implementing process improvements.
- 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 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 precision instrumentation
- A brand name that is identified worldwide with precision, quality, and innovation
- Thousands of patents, design and innovation awards across the Mettler Toledo
- Global recognition for the quality of our products and services
- $90,000 - $120,000 per year
The Process Analytics division within METTLER TOLEDO (www.mt.com/pro) produces analytical measurement solutions for industrial manufacturing processes, allowing manufacturing companies to better control their production through at-line, on-line or in-line analytical measurements. We have over 60 years of experience as a leader in the industry of liquid process analytics and ultrapure water analytics. In addition to water analytics, MTPRO also offers a portfolio of sensors for gas process analytics.
Product applications include:
- Measurement of pH and dissolved oxygen in biopharmaceutical and biotech fermentation processes.
- Measurement of conductivity and pH in a range of chemical applications.
- Measurement of turbidity, CO2 and O2 in beer production.
Our high value products are produced in Billerica, Massachusetts US, Switzerland, and China, and sold by Mettler-Toledo Market Organizations (MOs) worldwide.
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