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Technical Support Manager - Military veterans preferred

Tecan Systems (


  full-time   employee

San Jose
United States

Join Tecan! Join the market leader! Work in an international and dynamic environment, share our success!

We care about people - Join the market leader
People every day all around the world will benefit from more personalized healthcare. The promise of better, faster, more cost efficient solutions is now within our grasp. And that�s the world in which Tecan plays a vital role � helping advance healthcare � through advanced life science research and diagnostic solutions. We constantly seek new ways to steer innovation.

Every lab. Every day. Empowered.
Our vision is to empower every laboratory, every day, around the world with Tecan technology, products and support. We will help to shape the future of automated workflows in life sciences and clinical diagnostics through unrivaled expertise, products and customer support.

We need you to join our Product Support Team in San Jose.

Technical Support Manager
Reference # 121-118

What you will do:
Reporting to the VP of Marketing, Components, you will be responsible for promoting, developing and sustaining good customer relationships in the area of product related support for Tecan�s component products. You will manage and mentor our in-house technical service representatives who respond to customer product inquiries and concerns verbally and in writing, troubleshoot hardware and software problems, and provide technical support to Tecan personnel. You will work closely with customers, sales representatives, manufacturing, quality and product management to ensure that revenue and customer satisfaction goals are exceeded. You will develop and implement strategies and set priorities for exceptional customer service.

Responsibilities will include:
Supervising and coordinating the activities of the Technical Support Representatives.
Developing or enhancing existing training materials and conducting product training for customers and Tecan personnel on existing and new products.
Monitoring product quality through Product Care Teams and actively driving priorities for improvements. Escalating issues and leading task force as necessary.
Leading or supervising technical investigations by conducting the appropriate testing and/or coordinating among internal and external experts to reach resolution.
As needed, providing input on specifications or manuals for new or updated products.
Maintaining & improving knowledge bases (Te-wiki, Website, Sales Resources, manuals) for technical support issues and general product information. Identifying existing or new materials appropriate for marketing purposes and supporting creation of external collateral (blogs, product selection tools, etc.)
Setting and achieving timelines for customer responsiveness targets and driving improvements via standardization and process improvements (i.e. product family ROHS certs, online CAD downloads, etc.)
Recognizing and analyzing trends and working directly with Quality Engineers, Manufacturing Engineers and R&D to improve the product lines.
Running initiatives and projects as requested.
Traveling to customer sites to provide support for technical problems or integration assistance.

What you bring along:
BS degree in bioengineering or scientific field, plus 5 years of experience in a technical position, preferably supporting laboratory or diagnostic equipment.
Knowledge of research laboratory or clinical procedures and applications, such as those used in biochemistry, genetics and proteomics.
Excellent skills in all areas of customer service, communication, flexibility, analysis and accuracy.
A successful track record in a dynamic business environment with a hands-on, practical and proactive approach and a delivery mentality.
Excellent computer skills in a Microsoft Office environment; including Excel and skills in database management and record keeping.
Ability to travel 20% (domestic and international)
Experience with leading teams through the complaint investigation process, including containment, root cause analysis and effective implementation of short and long term corrective actions.

What we offer:
Comprehensive Compensation and Benefits package
Progressive employment conditions
Exciting career opportunities
Wide range of training courses
Strong company culture with rich history

Do you want to make a significant difference in how the world is looking tomorrow and contribute to the innovation of state-of-the-art, cutting-edge technology products?
Look no further and apply now!
We are looking forward to receiving your application online.
Qualified Applicants please submit your resume to:

Tecan is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with disability.

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