Customer & Technical Support Manager

Purpose Responsible for the performance and productivity of the L3 Technical and L2 Customer Support teams located in Akron, Hopkinton, Bolton and Naperville. Teams are responsible for support and optimization of PerkinElmer's Diagnostics instruments and kits, coordinating and executing service and customer training, technical documentation development, call escalation, service interface for NPI's, establishing and evaluating performance metrics.
Duties and Responsibilities
Essential Functions: Efficient and effective management of the teams to meet or exceed both internal and external customer expectations including:

• Ensure training and development of staff to be able to provide L2 and L3 support for DX products
• Ensure field service team has information and training required to support products
• Establish an overall direction and provide clear expectations and performance metrics
• Contribute to and manage teams to AOP
• Analyze Technical Support policies and procedures and identify areas for process improvements aimed at reducing costs and improving efficiency, and implement changes as needed
• Provide training and on-going mentoring to team members
• Benchmark techniques to gauge the success of all customer support levels and duties
• Track and trend customer satisfaction and feedback
• Foster career development for team members. This includes career advancement (promotional opportunities or lateral moves within the organization to gain additional skills) along with continual development of the knowledge and skills required for their existing position.