Technical Support Manager

Particle Measuring Systems • Niwot, CO

1d • $94,300 - $141,500 • Hybrid

About The Position

We are looking for a Technical Support Manager who will lead and develop the technical and software support Service Team, ensuring alignment with company goals and delivery of innovative, reliable solutions. This role is responsible for setting priorities, providing guidance, and fostering an environment where team members can thrive and contribute at their best. The successful candidate will demonstrate strong leadership, decision-making, and communication skills; build collaborate relationships across functions; and maintain a commitment to professional excellence, quality and continuous improvement.

The Technical Support Manager leads the technical and software support function within the Service organization, ensuring customers and internal teams receive timely, accurate, and high‑quality technical assistance. This role is responsible for developing and guiding a high‑performing team, managing complex technical issues, and promoting effective communication across departments. The ideal candidate brings strong leadership, broad technical understanding of environmental monitoring instruments, and a proven ability to support both internal and external stakeholders. The Technical Support Manager plays a key role in driving continuous improvement, strengthening customer relationships, and enabling efficient, consistent global support delivery.

Requirements

• Minimum 8+ years’ relevant work experience in a related industry
• Ability to troubleshoot technical issues and identify root causes
• Demonstrated leadership capabilities as a manager, supervisor or team leader
• Experience providing customer support and servicing complex technical equipment for non-regulated and/or regulated environments
• Broad understanding of instruments used for environmental monitoring
• Excellent communications and relationship building skills

Nice To Haves

• Preferred minimum of an Associate’s Degree with a technology emphasis

Responsibilities

• Lead the hardware and software support function, including managing support analysts
• Supervise and assist support specialists and engineers that respond to customers in isolating or fixing problems in non‑functioning instruments or software
• Ensure that technical support specialists and engineers are current with the latest upgrades and/or new releases and have the tools and training needed to work
• Helps establish, document, and assist in principled technical support processes: diagnosing, troubleshooting, reproducing, fixing and debugging complex instruments –servers, computer interfaces, inputs and outputs of complex software, or networked and/or wireless communication systems
• Oversee the periodic auditing of distributor service and customer authorized service performance
• Responsible for ensuring the maintenance and integrity of the PMS knowledge base and the development of service bulletins
• Works with Support Specialists and Support Engineers to identify customer needs, and serves as the point of escalation to bring attention to issues
• Selects, develops, and evaluates personnel to ensure the efficient operation of Technical Support
• Coordinating with sales, development, product line management and quality assurance to fix underlying issues and to enhance the supportability of PMS instruments
• Listening to and analyzing customer feedback to identify recurring issues and propose product enhancements to the development team and product line management
• Establishing positive relationships with customers by providing excellent service and actively listening to their feedback
• Identifying complex issues that require further investigation and escalating them to the development team when necessary
• Continuously evaluate processes for improvements in efficiency, quality, and safety

Benefits

• Competitive base salary range: $94,300 - $141,500 depending on experience
• Performance Bonus eligible
• Health coverage: medical, dental, vision, fsa, onsite clinic (CO employees), life insurance
• 401(k) retirement plan with company match
• Vacation, holiday, and leave policies
• Tuition reimbursement
• Employee recognition programs
• Employee assistance programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree