Field Tech Support Supervisor

Field Technical Support Supervisor Location: Somerset, NJ Salary: $120,000 - $122,000 per year Who are we? Established in 1975, Shimadzu Scientific Instruments is one of the largest suppliers of analytical instrumentation, physical testing, and environmental monitoring systems in the world. Ground-breaking scientific research, manufacturing ideas, and results continue to propel Shimadzu's outstanding reputation and "Excellence in Science." People dedicated to our mission have the largest impact on Shimadzu's continued growth and success. Would YOU like to join a diverse team of professionals working together with researchers, scientists, and manufacturers to help better lives worldwide? What can Shimadzu offer YOU? * Our Culture: A work environment that values diversity, inclusion & belonging * Competitive Compensation: Day 1 Benefits & Competitive Salary * Retirement Benefits: Matching 401K & Profit-Sharing Program * Professional Growth: Clear pathways for Career, Leadership, and Personal Development * Health Benefits: Flexible Spending/Health Savings Accounts * Work-Life Balance: Generous & Front-Loaded Paid Time Off Plan * Education: Tuition Assistance Program for both graduate and undergraduate levels * Insurance Perks: Pet Insurance, optional Identity theft, legal pre-paid, and critical care buy-up insurance benefits, generous company-paid life insurance & short-term disability programs * Work Flexibility: Business casual Dress Attire & casual (jeans) Friday! * Employee Engagement: Employee Resource Groups to network, build a sense of community and enhance one's career and personal development ADDITIONAL COMPENSATION: * For Service, Technical Support, Marketing & Sales Roles: Additional compensation is available through either an Incentive and/or Commission Plan. * For Employees residing in Connecticut, Massachusetts, New Jersey, and California: Additional compensation is offered through a Cost-of-Living Adjustment (COLA). POSITION SUMMARY: Shimadzu Scientific Instruments is seeking a Technical Support Supervisor to join our team! This key position is responsible for managing and mentoring the Technical Support group in the region. As a supervisor, you will oversee the daily operations of the team, assist in pre-sales and sales activities and deliver exceptional service to our customers. The ideal candidate will be a recognized expert in Shimadzu instrumentation, particularly chromatography, with a strong background in laboratory environments. You will work closely with service management and sales teams to provide technical training, installations, and troubleshooting assistance, ensuring our regional goals are met and that our team consistently performs at its best. JOB FUNCTIONS INCLUDE, BUT ARE NOT LIMITED TO: * Supervise and mentor a team of Technical Support Specialists, ensuring optimal workload distribution and efficient use of resources. * Collaborate with Regional Service Manager and Service Supervisors to determine appropriate call assignments and escalate issues when necessary. * Provide high-level technical support for customers, assist in demonstrations, installations, and training, and ensure successful customer adoption of Shimadzu products. * Develop and implement training protocols for technical support personnel, with a focus on continuous improvement and knowledge sharing. * Act as the regional expert in Shimadzu instrumentation and advanced applications, including chromatography, and mentor less experienced technical support and sales engineers. * Conduct performance evaluations, provide feedback, and help identify training needs for technical support staff. * Assist in pre-sales activities to drive business growth and expand market presence. * Ensure safety protocols are followed in the demonstration lab and develop regional seminars with the Marketing and Technical Support teams. * Travel as required for customer support, installations, and training (overnight and air travel). EDUCATION AND QUALIFICATIONS: * A Bachelor's degree in Chemistry, a related field, or equivalent experience (Advanced degree is a plus). * Minimum of 6 years of laboratory experience, with at least 5 years working with Shimadzu instrumentation or equivalent products. * Strong understanding of Shimadzu instruments with a focus on chromatography. * Proven supervisory experience with the ability to mentor, train, and motivate a team. * Excellent problem-solving skills and the ability to troubleshoot complex technical issues. * Strong organizational, communication and presentation skills. * Ability to travel frequently, including overnight and air travel as required. At Shimadzu Scientific Instruments, we believe in providing structured career paths that recognize and reward talent. If your expertise surpasses the level specified in the listed position, we offer the flexibility to upgrade positions to better suit your qualifications, accompanied by a salary adjustment. COMPENSATION AND BENEFITS: This exempt, full-time position comes with a competitive salary range of $120,000 to $122,000 annually, paid semi-monthly. Eligible benefits include a 401K matching program and discretionary yearly contributions, with detailed information provided at the final interview stage. In your first year, you will receive 10 paid vacation days, 8 paid personal days (or state sick leave in California/Puerto Rico), 8 scheduled holidays, and 3 floating holidays. After one year, you'll have access to a generous short-term disability program, with premiums fully covered by the company. Employees are insured at 100% of their salary for the first 6 weeks and 66 2/3% for weeks 7 to 12. Additional variable compensation includes an 8% incentive plan based on performance goals, paid semi-annually in April and October, along with a potential discretionary year-end bonus. The offer also includes a company car (with a $55 deduction for personal use) and a company phone, fully funded by the employer, which remains company property but can be used for personal calls. For more details on benefits, please visit /jobs. Shimadzu is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Shimadzu via email, the Internet or in any form and/or method without a valid written search agreement in place for this position (and agency was requested to work the requisition) will be deemed the sole property of Shimadzu. No fee will be paid in the event the candidate is hired by Shimadzu as a result of the referral or through other means. EEO Statement: Shimadzu Scientific Instruments (SSI) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, please click here.

Created: 2024-11-27