Technical Support Team Lead - Hybrid

Cole--parmer-Instrument-Company; Vernon Hills (IL); Hybrid; USD 65,000 - 76,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

401(k) match

Paid Time Off

Tuition Assistance

Job summary

Antylia Scientific is seeking a Supervisor, Technical Support to lead a team of technical support representatives, drive day-to-day performance, and enhance customer experience across pre-sales and post-sales activities.

You will translate priorities into frontline execution, manage training, metrics, and escalations while aligning with leadership to meet financial and operational goals.

Qualifications

• Bachelor’s Degree or equivalent work experience in a scientific field.
• 3–5+ years of experience in technical support.
• Demonstrated leadership responsibilities in prior roles.
• Ability to collaborate with Sales, Product, Operations and communicate frontline insights.
• Strong analytical and communication skills.

Responsibilities

• Lead and coach a team of Technical Support representatives to meet performance targets.
• Guide pre-sales activities with product recommendations and solution alignment.
• Manage SLA adherence, queue performance, and staffing.
• Identify and escalate upsell opportunities to Sales when appropriate.
• Provide frontline guidance, monitor KPIs, and drive continuous improvement.

Skills

Leadership

Customer service

Cross‑functional collaboration

Analytical thinking

Effective communication

CRM proficiency

Education

Bachelor’s degree in scientific discipline

Tools

CRM

Microsoft Office

Job description

Antylia Scientific is seeking a Supervisor, Technical Support to lead a team of technical support representatives, drive day-to-day performance, and enhance customer experience across pre-sales and post-sales activities.

You will translate priorities into frontline execution, manage training, metrics, and escalations while aligning with leadership to meet financial and operational goals.