Supervisor, Technical Services

Ready to shape the future of science and global health? ATCC, a pioneer in biomaterials manufacturing, is seeking a Supervisor of Technical Services for a hybrid role (1 day onsite, 4 days remote) based in Manassas, VA.  

The Supervisor of Technical Services oversees the daily support of customers encountering problems with the organization's products, ensuring a positive customer experience, timeliness, and optimal productivity. This role serves as an advanced resource for product inquiries, resolves complex issues, and supervises a team of representatives. The Supervisor also partners with various departments to enhance the selling process and ensures that customer service representatives are well-trained and informed about product updates.

Our ideal candidate is a proactive, data-driven, and collaborative leader who can be a change agent for transformational improvements to products and processes that will improve the quality of customer support operations.

#LI-Hybrid

Responsibilities

• Customer Support Management: Oversee the daily activities of staff responsible for customer inquiries and issues, ensuring efficient and effective resolution of complex product inquiries.
• Team Supervision and Training: Supervise representatives handling customer inquiries, resolve escalated issues, and ensure they are properly trained and informed about product updates and new releases.

• Process Improvement and Reporting: Establish systems to provide answers to common questions, compile product information for easy retrieval, and review data to ensure customer service levels are achieved, providing performance reports as needed.

Qualifications

• Bachelor's degree and 5 or more years' experience, including 0-2 years' supervisory experience or equivalent experience.
• 1 or more year supervisory experience highly preferred.
• Proficiency in troubleshooting and resolving complex technical issues, with a strong understanding of the organization's products.
• Demonstrated commitment to providing exceptional customer service and improving the customer experience.

Benefits

We Invest in You 

• Health & Wellness: 
  • Comprehensive medical coverage and company paid Life Insurance, Disability Insurance & AD&D
  • Work life balance with Paid Holidays and PTO
  • Fitness and cell phone subsidies, and additional benefits such as Aflac, legal services, and pet insurance
  • Employee Assistance Program offering around-the-clock counseling
• Financial security: 
  • 401(a) (6% employer contribution) and 403(b) (2% match) retirement plans
  • Exceptional career advancement opportunities, recognition, and rewards
  • Corporate bonus program
• Mission Focused:
  • Non-profit organization supporting critical life science research
  • We give scientists the tools they need to make discoveries that improve and save lives
  • Contribute to community involvement and social responsibility

Join ATCC, where we fuel your success, well-being, and development.  We're a mission focused non-profit Equal Opportunity Employer, championing diversity and inclusivity. When you work at ATCC, you become a part of that mission, one we've committed to for almost 100 years. Shape the future of science with us. 

ATCC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.