Technical Resource Manager

Lead Technical Excellence. Develop High-Performing Teams. Drive Customer Success.

Metrohm USA is seeking an experienced Technical Resource Manager to lead our Training and Technical Support teams. This highly visible leadership role is responsible for ensuring that technical resources, processes, and personnel are aligned with business objectives while delivering exceptional support to both internal and external customers.

The ideal candidate is an experienced people leader who combines strong technical knowledge, operational excellence, process improvement expertise, and a passion for mentoring teams. This position plays a critical role in developing talent, improving performance, and enhancing the customer experience through continuous improvement initiatives.

 

Why Join Metrohm?

At Metrohm, we help solve complex analytical challenges through world-class instrumentation, innovative technologies, and exceptional customer support. Our employees enjoy meaningful work, opportunities for growth, and the chance to collaborate with industry experts who are passionate about science and customer success.

 

What You'll Do

Leadership & Team Development

• Lead, mentor, coach, and develop the Training and Technical Support teams.
• Establish performance expectations, accountability measures, and development plans.
• Recruit, onboard, train, and retain top talent.
• Conduct performance management activities, including coaching, counseling, and employee development.
• Foster a collaborative, customer-focused, and high-performing team culture.
• Promote teamwork, communication, and cross-functional collaboration across departments.

Operational Excellence & Process Improvement

• Guide teams toward achieving departmental and company performance goals.
• Monitor, analyze, and improve key performance indicators (KPIs).
• Identify opportunities for cross-training, process standardization, and operational efficiencies.
• Develop and maintain processes, procedures, technical documentation, and standard operating procedures (SOPs).
• Lead continuous improvement initiatives, process mapping, and process re-engineering efforts.
• Investigate operational challenges, identify root causes, and implement corrective actions.

Training & Technical Support

• Oversee the delivery of technical training programs for employees, partners, and customers.
• Develop training strategies, materials, and implementation plans.
• Support training-of-trainer initiatives and ensure consistency in training delivery.
• Ensure customer inquiries and technical support requests are handled professionally and with urgency.
• Maintain a high standard of service quality and customer satisfaction.

Business & Strategic Leadership

• Analyze performance data and develop actionable recommendations.
• Build business cases, secure stakeholder buy-in, and successfully lead initiatives through implementation.
• Partner with cross-functional teams to improve service quality and operational effectiveness.
• Support departmental budgeting and cost-center management activities.
• Stay connected to customer needs, industry trends, and technologies through customer visits and market engagement.

 

What We're Looking For

Required Qualifications

• Bachelor's degree in Chemistry, Business, or a related field.
• Minimum 3 years of leadership experience, including hiring, coaching, performance management, and employee relations.
• Minimum 5 years of experience in technical support, customer support, call center operations, training, or a related function.
• Experience managing multiple functional areas such as technical support, laboratory operations, customer support, or training teams.
• Strong analytical and problem-solving skills with the ability to interpret KPIs and operational metrics.
• Excellent verbal and written communication skills.
• Ability to build strong relationships across all levels of an organization.

Preferred Qualifications

• Master's degree and/or MBA.
• Experience managing departmental budgets or cost centers.
• Experience developing self-service or self-help support tools.
• Experience with CRM and ERP systems.
• Advanced Microsoft Excel skills.
• Knowledge of laboratory technologies, scientific instrumentation, and the industries served by Metrohm.

Key Competencies

• Leadership and team development
• Strategic thinking and business acumen
• Process improvement and operational excellence
• Data analysis and KPI management
• Customer-focused decision making
• Change management
• Organizational agility
• Collaboration and stakeholder management
• Project leadership and execution

 

Travel

• Up to 20% travel to customer sites, company facilities, conferences, and training events.

 

Benefits

Metrohm USA offers a competitive compensation and benefits package including:

• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Vacation and Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Life and Disability Insurance
• Career Development and Training Opportunities

Learn more and apply