Remote Technical Center Team Supervisor

About the role As the Technical Center Team Supervisor , you will lead a team of 8–10 Remote Technical Support Specialists responsible for delivering exceptional technical support across the Americas. You'll provide day-to-day leadership, coaching, and performance management while ensuring customer issues are resolved efficiently and service levels are consistently achieved. Working closely with Technical Operations, Field Service, Engineering, and Global Support teams, you'll balance technical expertise with people leadership to drive operational excellence, improve customer satisfaction, and support continuous improvement initiatives. This role is ideal for someone with a strong technical service background who is ready to transition into—or continue growing within—a people leadership role while remaining connected to complex customer support operations. Core responsibilities Lead, coach, and develop a team of 8–10 Remote Technical Support Specialists , providing performance management, mentoring, and career development. Oversee Tier 1 and Tier 2 technical support operations, ensuring timely resolution of customer issues and appropriate escalation of complex cases. Monitor team workload, prioritize incoming support requests, and allocate resources to meet customer service objectives. Partner with regional teams, Tier 3 support, Engineering, and Field Service to resolve technical issues and improve the customer experience. Manage customer and internal escalations while driving timely communication and issue resolution. Monitor team performance using key performance indicators (KPIs) and identify opportunities to improve service delivery and operational efficiency. Lead continuous improvement initiatives, process reviews, and team meetings that enhance support operations. Support employee onboarding, training, cross-training, and ongoing technical development to build a high-performing team. Ensure compliance with company policies, safety standards, documentation requirements, and service processes. Travel up to 10% to support field teams, customer visits, training, and business meetings. What you will bring to the role Bachelor's degree in Engineering, Electronics, Physics, or a related technical discipline, or equivalent industry experience. Demonstrated leadership or supervisory experience leading technical support, field service, or customer service teams. Strong technical background supporting scientific instrumentation, laboratory equipment, industrial equipment, or other complex electromechanical systems. Experience managing customer escalations and delivering exceptional customer service. Strong coaching, communication, and team development skills. Experience collaborating across Engineering, Field Service, Sales, and Operations teams. Experience with SAP, Salesforce, or other CRM/service management systems preferred. Experience supporting laser, X-ray, or other analytical instrumentation is highly desirable. Valid U.S. driver's license with the ability to travel up to 10% #LI-DB1 About us - Malvern Panalytical, Micromeritics and SciAps. Together we are a powerful and highly complementary combination of market leading technologies. We are the toolmakers for the world's most innovative companies, academic institutions, and government laboratories. We are their partners in discovery. Malvern Panalytical instruments analyze the chemical, physical and structural nature of materials, from proteins to polymers and semiconductors to minerals. Our leading technologies measure particle size, shape, concentration and zeta potential, biomolecular interactions and stability, elemental concentrations and crystallographic structure. Micromeritics manufactures systems for the characterization of particles, powders, and porous materials for a wide- range of end markets including catalysts, chemicals, building materials, clean-tech and battery. Our leading technologies measure surface area, porosity, density, adsorption and particle activity. SciAps specializes in portable X-ray fluorescence (XRF), laser-based (LIBS) and near-infrared (NIR) analyzers to measure any element in any environment. SciAps is the Center of Excellence for our handheld instruments. We have a global footprint with R&D and manufacturing sites in North America, Europe, and Asia. We are more than 2,500 employees in a customer-focused organization with sales and service offices in 20 countries, all committed to delivering expert and responsive customer support. We are part of Spectris. Spectris combines precision with purpose, delivering progress for a more sustainable world. Precision is at the heart of what we do – our leading, high-tech instruments and software equip our customers to solve some of their greatest challenges to make the world cleaner, healthier and more productive. Malvern Panalytical, Micromeritics & SciAps Your Partners in Discovery Malvern Panalytical, Micromeritics and SciAps, part of the Spectris Group, are committed to a diverse and inclusive culture where everyone can thrive and achieve a fulfilling career. Changing the world isn’t something you can do on your own, or with a single way of thinking; it takes a wide collection of experiences, stories, knowledge, and expertise. We encourage applications from underrepresented individuals and people with diverse backgrounds. Although we always select the most qualified applicant for each role and make all decisions without regard to race, sex, age, or any other protected class, we are an inclusive, equal opportunity organization that prizes diversity. Your unique perspective is important to us.