Technical Support Manager

Technical Support Manager

Sarasota, FL | On‑site🕒Full‑time

Help Power Scientific Discovery Around the World

At World Precision Instruments (WPI), our technologies support researchers advancing breakthroughs in neuroscience, cell biology, physiology, and preclinical research. For more than 50 years, we've developed innovative scientific instruments that help scientists answer some of the world's most important questions.

We're seeking a hands-on Technical Support Manager who is passionate about science, customer success, and problem-solving. In this highly visible role, you'll serve as a trusted technical leader, partnering with customers and cross-functional teams to deliver exceptional support, improve product performance, and help shape the future of our technical support organization.

What You'll Do

• Lead WPI's technical support function and serve as the primary escalation point for complex customer issues.
• Manage customer inquiries, troubleshooting, and case resolution through Salesforce.
• Partner with Engineering, Quality, Operations, Sales, and Marketing to resolve product issues and improve customer experience.
• Oversee WPI's loaner/demo equipment and Premium Warranty programs.
• Analyze support metrics and customer feedback to identify trends and drive continuous improvement.
• Lead regular cross-functional reviews of open cases, product concerns, and resolution plans.
• Develop support processes, documentation, and resources that improve customer success.
• Support conferences and customer visits as needed (up to 10% travel).

What We're Looking For

• Bachelor's degree in Life Sciences, Physics, Electrical Engineering, or related field (advanced degree preferred).
• Experience in a life science laboratory environment, particularly cell biology and preclinical research.
• Ability to understand and communicate complex scientific and technical concepts.
• Strong troubleshooting, analytical, and problem-solving skills.
• Outstanding customer service and communication abilities.
• Demonstrated leadership and cross-functional collaboration experience.
• Experience with CRM systems (Salesforce and SYSPRO)

Why WPI?

• Join a respected global leader in scientific instrumentation.
• Work alongside scientists, engineers, and industry experts.
• Make a direct impact on customer success and product quality.
• Help build and scale a critical function within a growing organization.

📍 Location: Sarasota, FL (Onsite)

🕒 Schedule: Full-time, Monday-Friday, 8:00 AM-5:00 PM

✈️ Travel: Up to 10%

Ready to help researchers change the world? Apply today and join the WPI team.