Manager of Technical Service

Job Description

Job Description

Lead a global team that turns complex science into exceptional customer experiences — and shapes the future of technical support at Restek.

At Restek, technical service isn’t a support function — it’s a competitive advantage. We’ve built a reputation on delivering accurate, differentiated guidance to scientists around the world, and our Technical Service team is central to that mission.

As Manager of Technical Service, you’ll own the strategy, people, and execution behind a global team that helps customers succeed every day. You’ll drive continuous improvement, build best-in-class tools and processes, and make sure the voice of the customer reaches every corner of the organization — from R&D to Commercial to Operations.

This is a role for someone who is energized by building: building teams, building systems, and building the kind of customer relationships that create loyalty for life.

Restek leaders model our core values and act as stewards of our culture. That means communicating openly, building trust, and actively supporting the growth and well-being of their teams. Our leaders think globally — considering diverse perspectives and enterprise priorities — while acting locally to implement strategies that actually work for their people and customers.

We expect our leaders to create clarity, hold themselves accountable, partner across functions, and lead with humility. If you’re the kind of person who removes barriers so others can do their best work, you’ll feel right at home here.

• Lead, coach, and develop a global Technical Service team — setting clear expectations, building trust, and creating the conditions for high performance.
• Define and execute global technical support strategies aligned with Restek’s business goals and evolving customer needs, including travel at least twice per year.
• Oversee the resolution of complex technical issues and ensure critical problems are escalated quickly and effectively — with the right people in the loop.
• Drive a continuous improvement culture: champion new tools, improve processes, and identify opportunities for customer self-service that extend our reach.
• Develop and deliver technical training programs for internal teams globally.
• Capture and communicate Voice of Customer insights — including pain points, application trends, and product quality feedback — to R&D, Product Management, and Operations.
• Monitor service metrics, analyze trends, and report regularly to identify where to improve and celebrate what’s working.
• Ensure team compliance with relevant industry regulations, standards, and company policies.

What you’ll bring

• Bachelor’s or master’s degree in chemistry, engineering, or a related scientific field.
• 8–10 years of experience in technical service, customer support, or a related field — with a track record of leading high-performing teams.
• Strong technical knowledge of analytical instrumentation, chromatography, or related technologies.
• Experience working cross-functionally with R&D, sales, and marketing to deliver customer-focused solutions.
• Familiarity with CRM systems, service management tools, and data analysis.
• Excellent communication, problem-solving, and leadership skills — you’re as comfortable in a strategic conversation as you are rolling up your sleeves on a complex issue.

This is a hybrid role, with a preference for regular onsite presence at our Bellefonte, PA headquarters with some international travel required (minimum twice per year) to support the global team.

This position will require the successful completion of a standard background check in accordance with Restek policy. Employment with Restek will require successful completion of a pre-employment drug screen.

What Makes Restek Unique

We prioritize work-life balance and well-being with offerings like generous PTO, unlimited sick time, onsite fitness center and wellness program with incentives, childcare reimbursement, and adoption assistance—giving you the tools to Own Your Well-Being. Through our Employee Stock Ownership Plan (ESOP) and robust 8% retirement contributions, you can Own Your Financial Future while sharing in the success you help create. Our commitment to development ensures you can Own Your Growth through learning opportunities, career advancement programs, and a collaborative culture that values innovation and teamwork.

At Restek, our core values—We Care, Better Every Day, Respect for All, and Win Together—are at the heart of everything we do. We care deeply about our employee-owners, our customers, and the communities we serve around the world. We strive to be better every day by fostering personal and professional growth while delivering solutions that drive positive global change. We value respect for all, creating a workplace where every voice matters and diverse perspectives drive innovation. And we believe we win together, celebrating shared success as a 100% employee-owned company.

We are an equal opportunity employer, considering applicants without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other protected characteristic. Restek provides reasonable accommodations for individuals with disabilities in accordance with the Americans with Disabilities Act and applicable laws.

Ready to lead a team that’s at the center of what makes Restek different? We’d love to hear from you.