Technical Center Team Supervisor

Malvern Panalytical

Technical Center Team Supervisor leading a team of technical support specialists in the United States. Fostering operational excellence and customer satisfaction through coaching and leadership.

Posted 7/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing and developing technical support teams while ensuring high-quality customer service and operational efficiency. Proficient in overseeing technical support operations and collaborating with cross-functional teams to resolve complex issues.

Highest-signal resume keywords

Team LeadershipTechnical Support ManagementCustomer Escalation ManagementPerformance MonitoringCollaboration Across Teams

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportScientific Instrumentation SupportElectromechanical SystemsPerformance ManagementProcess Improvement

Soft Skills

CoachingCommunicationTeam Development

Tools & Technologies

SAPSalesforceCRM Systems

Industry Keywords

EngineeringElectronicsPhysicsLaboratory EquipmentIndustrial Equipment

Tech Stack

Tools & technologies

Ray

About the role

Key responsibilities & impact

Lead, coach, and develop a team of 8–10 Remote Technical Support Specialists, providing performance management, mentoring, and career development.
Oversee Tier 1 and Tier 2 technical support operations, ensuring timely resolution of customer issues and appropriate escalation of complex cases.
Monitor team workload, prioritize incoming support requests, and allocate resources to meet customer service objectives.
Partner with regional teams, Tier 3 support, Engineering, and Field Service to resolve technical issues and improve the customer experience.
Manage customer and internal escalations while driving timely communication and issue resolution.
Monitor team performance using key performance indicators (KPIs) and identify opportunities to improve service delivery and operational efficiency.
Lead continuous improvement initiatives, process reviews, and team meetings that enhance support operations.
Support employee onboarding, training, cross-training, and ongoing technical development to build a high-performing team.
Ensure compliance with company policies, safety standards, documentation requirements, and service processes.

Requirements

What you’ll need

Bachelor's degree in Engineering, Electronics, Physics, or a related technical discipline, or equivalent industry experience.
Demonstrated leadership or supervisory experience leading technical support, field service, or customer service teams.
Strong technical background supporting scientific instrumentation, laboratory equipment, industrial equipment, or other complex electromechanical systems.
Experience managing customer escalations and delivering exceptional customer service.
Strong coaching, communication, and team development skills.
Experience collaborating across Engineering, Field Service, Sales, and Operations teams.
Experience with SAP, Salesforce, or other CRM/service management systems preferred.
Experience supporting laser, X-ray, or other analytical instrumentation is highly desirable.
Valid U.S. driver's license with the ability to travel up to 10%.

Benefits

Comp & perks

Travel up to 10% to support field teams, customer visits, training, and business meetings.