Manager Market Support Group

at  Mettler Toledo

Manager Market Support Group
Location Nänikon, Canton of Zurich
Date posted September 18, 2024
Job ID 16904

OUR OPENING AND YOUR RESPONSIBILITIES

In our global AutoChem business unit, we develop synthesis, sampling and reaction and particle analysis tools as well as modeling software for scientists in pharmaceutical and chemical industries. We provide scientists the information they need to deliver life-changing products. Join our Product Organization at our global operational headquarters in Nänikon-Greifensee and support the fast growing business opportunity within our unit as a Manager Market Support Group 100% (all genders).

In this role, your responsibilities would include:

• You provide leadership and management of the Market Support Group (MSG), by setting clear objectives and regular performance evaluations, mentor and coach the team (6 Team Members), and foster a positive and collaborative environment
• You manage the efforts of the Product Specialist team to provide excellent second level support for customer issues. You develop, implement, monitor and analyze support processes to improve efficiency and effectiveness
• You manage the team that provides training to the Field Service team. You develop and deliver training programs for the Field Service Engineers, and provide on-going technical support
• You have the ownership of the MSG and Training laboratory, and you oversee its needs and support the scheduling needs of the organization
• You identify and implement process improvements to enhance support and training functions
• You collaborate with Account Managers and Technology and Application Consultants to provide technical support and product information; You address and resolve sales-related technical issues (2nd level support)
• You are an active member of the Product Lifecycle Management (PLM) team and the Global Service and Support department
• You are responsible for the management of the technical writer, you align with other technical writing departments, and define strategy related to future needs in field of technical documentation

Following requirements are necessary for this role:

• You hold a Bachelor Bachelor’s degree (ETH/Uni/FH) in Engineering, Chemistry, Physics, Computer Science, or a related field
• Additionally, you further education with 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
• Preferably, you gained 2-3 years of experience in a managerial or supervisory role, leading a team of support specialists or field service engineers
• You have experience with support ticketing systems, customer relationship management (CRM) software, and knowledge management tools
• You show excellent problem-solving skills with a proactive and customer-focused approach
• You bring strong communication and interpersonal skills, with the ability to effectively interact with customers, team members, and senior management
• You are flexible and able to travel as needed to support field service engineers and attend industry events or training sessions
• You are fluent in English and feel comfortable to work in an international environment, German language skills are a big plu