Associate Director, Technical Support

POSITION SUMMARY:

The Associate Director of Technical Support will lead, manage, and oversee all technical support activities for MSD’s product portfolio. This leadership role will involve managing a team of technical specialists, enhancing customer satisfaction, ensuring product performance excellence, and fostering a culture of collaboration and continuous improvement.

DUTIES AND RESPONSIBILITIES: 

• Team Leadership & Management:

o Lead and manage the technical support team, ensuring optimal performance, skill development, and effective resource allocation.

o Provide mentorship, coaching, and training to technical support staff to enhance their capabilities in troubleshooting, customer communication, and problem solving.

o Conduct regular performance reviews, establish individual development plans, and foster a positive and productive work environment.

• Technical Support Strategy:

o Develop and execute the technical support strategy to ensure the highest level of customer satisfaction and product performance for existing platforms and platforms in development.

o Define and implement best practices for troubleshooting, case management, and customer escalation protocols.

o Collaborate with product development, quality assurance, and operations teams to continuously improve the product experience and address recurring technical issues.

• Customer Interaction & Issue Resolution:

o Serve as the primary escalation point for complex or high-priority customer issues, ensuring timely and effective resolution.

o Act as a liaison between customers and internal teams to address product performance issues, design flaws, and feedback on product improvements.

o Lead customer-facing technical training sessions, webinars, and workshops as needed to enhance user knowledge and troubleshooting skills.

• Product & System Expertise:

o Maintain an in-depth knowledge of MSD’s product offerings, including hardware, software, and consumables, and provide expert technical guidance on their use and maintenance.

o Provide guidance to troubleshoot and resolve technical issues related to assay performance, instrument operations, and software functionality.

o Ensure all technical support processes align with MSD’s quality management system and regulatory requirements.

• Cross-Functional Collaboration:

o Work closely with R&D, Product Management, and Engineering teams to relay customer feedback and assist in the development of new product features and solutions.

o Coordinate with the Sales and Marketing teams to support customer-facing events, product launches, and promotional campaigns.

o Assist with the creation of technical documentation, FAQs, user guides, and knowledge base content.

• Metrics & Reporting:

o Monitor, track, and report on key technical support performance metrics (e.g., response times, case resolution times, customer satisfaction).

o Analyze trends in customer inquiries and identify opportunities for product improvements or process optimizations.

o Regularly present performance reports and strategic insights to senior management.

EXPERIENCE AND QUALIFICATIONS:

• A Master's degree in a relevant scientific or engineering discipline (e.g., Biology, Biochemistry, Biomedical Engineering, Chemistry). 

o Ph.D. preferred.

• Minimum of 7 years of experience in technical support, customer support, or applications support in a scientific or technology-driven company

• Minimum of 3 years in a leadership or management role.

• Strong experience in troubleshooting complex technical problems, with a track record of leading successful customer issue resolution.

• Experience with immunoassay platforms, or other life science technologies is highly desirable.

KNOWLEDGE, SKILLS AND ABILITIES:

• Familiarity with quality management systems (QMS), regulatory compliance (e.g., ISO, 21 CFR Part 820), and technical documentation standards is preferred.

• Exceptional leadership, team management, and interpersonal skills.

• Excellent verbal and written communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.

• Strong analytical and problem-solving abilities.

• Ability to work under pressure in a fast-paced, customer-driven environment.

• Proficient in using CRM tools, helpdesk software, and technical support management systems.

• Ability to manage multiple projects simultaneously and prioritize effectively.

PHYSICAL DEMANDS:

This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.

WORK ENVIRONMENT:

This position is typically performed in a home office envir