Market Support Group Manager

vor 2 Wochen


Uster, Zürich, Schweiz Mettler Toledo Vollzeit
Key Responsibilities

The ideal candidate will provide leadership and management of the Market Support Group (MSG), setting clear objectives and regular performance evaluations, mentoring and coaching the team, and fostering a positive and collaborative environment.

The successful candidate will manage the efforts of the Product Specialist team to provide excellent second-level support for customer issues, developing, implementing, monitoring, and analyzing support processes to improve efficiency and effectiveness.

This role involves managing the team that provides training to the Field Service team, developing and delivering training programs for the Field Service Engineers, and providing ongoing technical support.

The Market Support Group Manager will have ownership of the MSG and Training laboratory, overseeing its needs, and supporting the scheduling needs of the organization.

The ideal candidate will identify and implement process improvements to enhance support and training functions, collaborate with Account Managers and Technology and Application Consultants to provide technical support and product information, and address and resolve sales-related technical issues (2nd level support).

Requirements
  • A Bachelor's degree in Engineering, Chemistry, Physics, Computer Science, or a related field is required.
  • A Master's degree in a relevant field or an MBA is preferred and may substitute for some professional experience.
  • Experience in a technical support or customer service role within a high-tech or instrument business is required.
  • 2-3 years of experience in a managerial or supervisory role, leading a team of support specialists or field service engineers, is preferred.
  • Experience with support ticketing systems, customer relationship management (CRM) software, and knowledge management tools is required.
  • Excellent problem-solving skills, a proactive and customer-focused approach, strong communication and interpersonal skills, and the ability to effectively interact with customers, team members, and senior management are essential.
  • Fluency in English is required, and German language skills are a plus.


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