Global Service and Support Manager

Thorlabs is pleased to play a role in advancing science through the components, instruments, and systems we design and manufacture. We believe that science and innovation have great potential to improve the world around us and are committed to advancing photonics (i.e., light-based) technologies that positively impact our customers, employees, and communities. Via educational outreach and more sustainable business practices, we continuously invest in a brighter future. We recognize that each of our employees is a unique individual with the ability to contribute to our success and seek to find great people who will thrive in our fun, fast-paced culture.

Purpose of the Position

The position is responsible for leading global service and support for the Imaging Systems Business Unit. The role will include managing the field service and quality control groups. The position collaborates closely with the application specialists and product managers to deliver excellent on-time service and support to customers. Additionally, the Global Service and Support Manager will take part in strategic planning for future products and evaluation of new reseller/distributor to support areas where direct Thorlabs employees are not present. Although the location of the position is in Sterling, VA, a significant amount of travel is required.

Essential Job Functions include the following, but are not limited to:

• Develop and implement strategies for effective global service and support of customers

• Establish and track key reporting metrics for all service and support activities

• Maintain and improve customer satisfaction per established targets

• Maintain ownership of regional and global customer fulfillment by delivering timely service and support to critical issues

• Manage Imaging Systems quality control department ensuring on-time delivery of robust, reliable systems to customers

• Support product quality and reliability improvements as indicated by data derived globally

• Establish and manage service P&L in alignment with organizational business plans and budget requirements

• Recruit service team members, design/implement training programs, and manage their daily activities

• Provide necessary training and support to Thorlabs Distributors responsible for delivering local customer support

• Maintain and refine processes for delivering excellent customer service and support

• Collaborate with other departments in the organization to deliver customer-centered service and support

The Company retains the right to change or assign other duties to this position.

Experience:

• Minimum of 7 years of experience in service/support of any of the related equipment such as laser scanning microscopes (Multiphoton or Confocal), flow Cytometry systems, etc.

• Minimum of 5 years of experience managing a technical team

Education:

• Bachelor’s degree or required equivalent experience in a related life science discipline (e.g., Cell Biology, Neuroscience, Chemistry, Biology, Molecular Biology)

Specialized Knowledge and Skills:
• Technical knowledge on the workings of optical laser scanning imaging systems

• Working knowledge and experience with ERP and CRM Tools

• Entrepreneurship attitude and approach

• Strong communication and presentation skills

• Proven leadership and ability to orchestrate resources and motivate teams

• Strong business acumen

• Understanding of customer/marketplace and drivers that influence customer behavior

• Ability to resolve complex issues within functional area and/or area of expertise

• Ability to develop and execute multiple priorities and approaches to meet objectives

Other: • Ability to travel up to 50% of the time, both domestically and internationally.

The estimated pay range for this role is $111,670 - $ 154,123 annually

Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Thorlabs offers a complete benefits package that includes medical, dental and vision insurance, company paid life insurance, a generous PTO package, a 401(k) plan, and tuition reimbursement just to name a few.