Do you want to be part of a business that genuinely values entrepreneurialism, innovation and individual accountability? We focus on our customers and are proud of the difference our technology makes. We partner with some of the biggest manufacturing companies in the world and our technical innovations are used to enhance well-known brands across multiple industries.
Title Technical Support Manager
Department Service
Location Niwot/Hybrid
Reports To Global Director of Service
About Us
Established in 1972, Particle Measuring Systems is a global leader for micro-contamination monitoring equipment improving the performance of clean manufactures in the semiconductor and pharmaceutical industries. We’re a growing technology company in Niwot, Colorado, the heart of the Rocky Mountains. We offer an exceptional and rewarding work environment in a great place to live. Our employees enjoy challenging projects in the development and manufacture of light scattering particle counters and diverse technologies and applications.
Your Impact
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 Role
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.
Job 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
This job description is not intended to be all-inclusive. Responsibilities may evolve over time, and other related duties may be assigned to meet the ongoing needs of the company
Required Qualifications
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
Preferred Qualifications
Preferred minimum of an Associate’s Degree with a technology emphasis
Work Environment & Physical Requirements
This role is eligible for a hybrid work schedule, with a minimum of 3 days per week on-site
This role primarily operates in an office/lab/manufacturing environment. Must be able to sit, stand, and use a computer for extended periods of time
Occasional lifting of up to 20 lbs. may be required
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this role
Compensation & Benefits
Competitive base salary range: $94,300 - $141,500 depending on experience
Performance Bonus eligible
Our compensation philosophy: we offer competitive pay based on market data, including local, national, and industry benchmarks. For new hires, offers are generally within the established min- to mid-point of the range for the role, with flexibility to recognize experience, skills, and education. Our approach ensures fair pay internally while remaining competitive externally and allows room for growth.
Comprehensive benefits package:
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
Particle Measuring Systems is proud to be an Equal Opportunity Employer and are committed to building an inclusive and supportive workplace where everyone can thrive
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