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The Manager, Technical Services – Chromatography leads a team of Technical Support Specialists supporting Chromatography products and related software. This role owns the team's performance on 3rd-level technical escalations, service documentation, technical training content creation/delivery, and new product introduction support. The Manager is accountable for team capacity, escalation outcomes, customer satisfaction metrics, and cross-functional coordination with R&D, Field Service, Inside Service, and Product Management.

Location: This is a hybrid remote role based in Shelton, CT. Expectations are working remotely 1-2 days a week and on-site the remaining days.

Job Responsibilities:

Team Leadership & Escalation Ownership

• Manage, coach, and develop a team of Technical Services Specialists; set individual and team goals, conduct performance reviews, and manage workload distribution across the Chromatography product portfolio.
• Own the field replacement & technical services alerts end to end: ensure timely triage, assignment, and closure of open issues; chair or co-chair bi-weekly Alert Calls and twice-monthly Customer Satisfaction Problem Resolution Meetings.
• Serve as the escalation point when 3rd-level support cannot resolve an issue; determine when to engage R&D, vendors, or other partners and track resolution to closure.
• Monitor team metrics (response time, escalation aging, customer satisfaction, repeat-issue rate) and report trends and risks to service and product leadership.

Documentation Oversight

• Ensure the technical knowledgebase (e.g. Installation and Qualification documents, Preventive Maintenance checklists, Service Parts Lists, Service Data Bulletins) is current, accurate, and consistently maintained across the team.
• Establish documentation standards and review cadence; audit for quality and completeness.

Training Program Management

• Oversee the team's development and delivery of technical training for service engineers, inside service, and customers.
• Approve training curricula and schedules; ensure training space and instrumentation are maintained and available.
• Identify skill gaps across the team and field organization and direct training investment accordingly.

New Product Introduction

• Represent the technical support function on new product launch teams; ensure DFX input, service documentation, parts forecasting, and installation protocols are delivered on schedule.
• Assign and oversee team members supporting NPI deliverables necessary for Project milestones.
• Partner with R&D and Product Management to influence design-for-service decisions ahead of launch.

Cross-Functional Collaboration

• Build and maintain working relationships with R&D, Product Management, Field Service leadership, and vendors to drive root-cause analysis and product/process improvement.
• Represent the team's priorities and constraints in cross-functional planning.

General Requirements

• Ability to work a hybrid schedule in Shelton, CT, including full-time onsite periods as needed to support training courses or team needs.
• Maintain training and compliance in health and safety, security, environmental, and operational requirements.
• Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.
• Travel Requirements: Minimal to occasional travel required (site visits, launch support, training).

Basic Qualifications:

• Bachelor's degree or equivalent experience in chemistry, biochemistry, biotechnology, or a similar scientific field.
• A minimum of 6 to 8 years' experience in a support, service, or analytical laboratory environment, including prior experience in a technical support, service, or product specialist role.
• Prior people management or team leadership experience (direct reports, project leads, or team lead role).
• Experience with Chromatography products and methodologies.
• Experience with Chromatography Data Systems for instrument control and data analysis.

Preferred Qualifications:

• Prior experience as a Technical Support Specialist or equivalent role, ideally within this or a similar product line.
• Relevant experience in the analytical instruments & consumables industry.
• Direct experience with PerkinElmer instrumentation and software.
• Experience managing escalation processes, SLAs, or customer satisfaction programs in a technical support environment.
• Experience with new product introduction (NPI) processes and cross-functional launch teams.
• Strong track record working within a cross-functional organization spanning R&D, Product Management, and Field/Inside Service.

The annual compensation range for this full-time position is $120,000.00 to $140,000.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.

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