Global Service and Support Manager
Global Service and Support Manager
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Job Description
Thorlabs is pleased to play a role in advancing science through the components instruments and systems we design and manufacture. We believe that science and innovation have great potential to improve the world around us and are committed to advancing photonics (i.e. light-based) technologies that positively impact our customers employees and communities. Via educational outreach and more sustainable business practices we continuously invest in a brighter future. We recognize that each of our employees is a unique individual with the ability to contribute to our success and seek to find great people who will thrive in our fun fast-paced culture.
Purpose of the Position
The position is responsible for leading global service and support for the Imaging Systems Business Unit. The role will include managing the field service and quality control groups. The position collaborates closely with the application specialists and product managers to deliver excellent on-time service and support to customers. Additionally the Global Service and Support Manager will take part in strategic planning for future products and evaluation of new reseller/distributor to support areas where direct Thorlabs employees are not present. Although the location of the position is in Sterling VA a significant amount of travel is required.
Essential Job Functions include the following but are not limited to:
Develop and implement strategies for effective global service and support of customers
Establish and track key reporting metrics for all service and support activities
Maintain and improve customer satisfaction per established targets
Maintain ownership of regional and global customer fulfillment by delivering timely service and support to critical issues
Manage Imaging Systems quality control department ensuring on-time delivery of robust reliable systems to customers
Support product quality and reliability improvements as indicated by data derived globally
Establish and manage service P&L in alignment with organizational business plans and budget requirements
Recruit service team members design/implement training programs and manage their daily activities
Provide necessary training and support to Thorlabs Distributors responsible for delivering local customer support
Maintain and refine processes for delivering excellent customer service and support
Collaborate with other departments in the organization to deliver customer-centered service and support
The Company retains the right to change or assign other duties to this position.
Requirements
Experience:
Minimum of 7 years of experience in service/support of any of the related equipment such as laser scanning microscopes (Multiphoton or Confocal) flow Cytometry systems etc.
Minimum of 5 years of experience managing a technical team
Education:
Bachelors degree or required equivalent experience in a related life science discipline (e.g. Cell Biology Neuroscience Chemistry Biology Molecular Biology)
Specialized Knowledge and Skills:
Technical knowledge on the workings of optical laser scanning imaging systems
Working knowledge and experience with ERP and CRM Tools
Entrepreneurship attitude and approach
Strong communication and presentation skills
Proven leadership and ability to orchestrate resources and motivate teams
Strong business acumen
Understanding of customer/marketplace and drivers that influence customer behavior
Ability to resolve complex issues within functional area and/or area of expertise
Ability to develop and execute multiple priorities and approaches to meet objectives
Other: Ability to travel up to 50% of the time both domestically and internationally.
The estimated pay range for this role is $111670 - $ 154123 annually
Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
Benefits
Thorlabs offers a complete benefits package that includes medical dental and vision insurance company paid life insurance a generous PTO package a 401(k) plan and tuition reimbursement just to name a few.
Required Experience:
Exec
Employment Type
Full-Time
