Technical Service Manager

Technical Service Manager Symetrica, Inc. Westford, MA Job Details Full-time From $120,000 a year 1 day ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Paid time off Employee assistance program Vision insurance Life insurance Referral program Retirement plan Qualifications Customer communication Operational analysis Teamwork Team development Bachelor's degree Customer support Process management Full Job Description Company Summary Symetrica is a global leader in radiation detection and identification, providing advanced technology solutions for real world challenges. The range of detectors, from handheld devices to mobile solutions and portal monitors, serve customs and border protection, law enforcement and military, emergency services and first responders. Users benefit from the most operationally effective multi-layered radiation detection and identification systems. For the last 24 years, Symetrica has produced a wide breadth of best-in-class radiation detection solutions. More recently the company has experienced rapid growth as the company has introduced new products and solutions and additionally has scaled the leadership of the commercial teams. The company has dedicated specialist staff and manufacturing plants in Westford (MA) and Southampton (UK) for the design, manufacture, and support of its product range. Job Summary We are seeking an experienced and hands-on Technical Service Lead to own, rebuild and lead our Customer Support function. This role combines technical troubleshooting expertise with operational leadership and process improvement responsibilities. While the successful candidate will actively support customers through field service, remote diagnostics, and depot repair activities, the primary objective of the role is to transform and scale the customer support organization into a proactive, efficient, and customer-focused operation. The Technical Service Lead will evaluate existing support tools and workflows, implement new processes and systems where needed, and establish best practices that improve response times, service quality, and customer satisfaction. The incumbent will also build and expand a global Customer Support team aligned with a growing customer base and business requirements. Key Responsibilities Customer Support Leadership and Transformation Lead the rebuilding and continuous improvement of the Customer Support function. Assess current support operations, tools, workflows, and service capabilities; identify gaps and opportunities for improvement. Design and implement scalable support processes, service standards, KPIs, and reporting mechanisms. Introduce and optimize tools for ticket management, knowledge sharing, diagnostics, service tracking, and customer communication. Develop a customer-centric support culture focused on responsiveness, accountability, and continuous improvement. Collaborate cross-functionally with Engineering, Quality, Operations, and Sales to resolve customer issues and improve product reliability. Technical Support and Service Delivery Provide technical troubleshooting and repair support for customer products and systems. Conduct field service activities including installation support, diagnostics, repairs, commissioning, and customer training as required. Manage depot-based repair, testing, refurbishment, and failure analysis activities in conjunction with Operations. Support escalated technical issues and coordinate root cause investigations. Maintain accurate service records, repair documentation, and technical reports. Assist in developing technical documentation, troubleshooting guides, and knowledge base content. Uphold safety and compliance standards, ensuring all work is performed according to safety regulations and company policies. Team Development and Global Expansion Build, mentor, and lead a high-performing global customer support team. Define staffing requirements and support recruitment efforts as the organization scales. Establish training programs, onboarding processes, and technical competency standards. Coordinate support coverage, across global regions, to meet customer expectations. Foster collaboration and communication across geographically distributed teams. Customer Relationship Management Serve as a key escalation point for critical customer issues. Maintain strong customer relationships through professional communication and effective issue resolution. Monitor customer satisfaction metrics and implement corrective actions where necessary. Support strategic customer accounts and contribute to long-term customer retention efforts. Qualifications and Experience Bachelor's degree or technical diploma in Engineering, Electronics, Mechanical Engineering, Computer Science, or a related technical field; equivalent experience may be considered. Proven experience in technical customer support, field service, or product support leadership roles. Experience supporting complex electromechanical, industrial, medical, telecommunications, or high-technology products preferred. Demonstrated success improving or rebuilding support operations, processes, or service organizations. Familiarity with quality systems, root cause analysis methodologies, and continuous improvement practices preferred. Strong hands-on troubleshooting and repair experience with technical products or systems. Experience implementing or optimizing CRM, ticketing, or service management platforms. Knowledge of ERP, CRM, or field service management systems preferred. Experience with service KPIs, SLAs, and customer satisfaction measurement preferred. Experience managing or mentoring technical support teams, including remote or global teams. Strong analytical, organizational, and problem-solving skills. Excellent communication and customer-facing abilities. Physical Requirements Ability to travel, domestically and internationally, >50% of the time with variable notice as required. Prolonged periods working on-site at possible outdoor installations. Must be able to lift up to 12kg at times.

Pay:

From $120,000.00 per year

Benefits:

401(k) Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Referral program Retirement plan Vision insurance Application Question(s): Do you have strong hands-on troubleshooting and repair experience with technical products or systems? Do you have the proven ability to improve or rebuild support operations, processes, or service organizations.? Are you able to demonstrate your experience in technical customer support, field service, or product support leadership roles such as supporting complex electromechanical, industrial, medical, telecommunications, or high-technology products?

Education:

Bachelor's (Required)

Location:

Westford, MA 01886 (Required) Willingness to travel: 50% (Required)

Work Location:

In person