Technical Support Manager Jobs in Reno, NV (NOW HIRING)

The Senior Applications Specialist is the first-line people leader for the Process Analytics (PA) applications team, providing day-to-day management, technical oversight, and strategic coordination for Applications Specialists. This role ensures high-quality pre and post-sale technical support, complex evaluation management, and applications-driven innovation in alignment with PA business goals. The Senior Applications Specialist serves as the primary operational link between the Applications & Tech Support Manager (ATSM), field sales, marketing, product management, and the Applications Specialists, ensuring consistent execution of strategy across the Reno-based Process Analytics business.

Team Leadership & Operational Management

• Lead Daily operations of the PA applications team, including work allocation, prioritization of support requests, and oversight of complex evaluations in the Reno territories.
• Serve as the primary point of escalation for applications-related issues from Applications Specialists, escalating further to the ATSM or other departments as necessary.
• Define, track, and report applications team effectiveness metrics on a regular basis to the ATSM.
• Maintain, organize, and prioritize the applications project and evaluation pipeline in collaboration with field sales.
• Support hiring, onboarding, coaching, and performance feedback for Applications Specialists.
• Ensure consistent use of standardized processes, tools, and documentation across the applications team

Applications Support and Training

• Oversee the team's front-line technical liaison activities for both Hamilton field sales and end users, ensuring timely, accurate, and high-quality support.
• Coordinate and, when needed, personally lead pre-sale end user training activities, ensuring coverage and quality across the team.
• Ensure that Applications Specialists compile in-field applications issues, use appropriate Hamilton resources to resolve them, and document learnings.
• Define and maintain internal training and development plans for the applications team, aligned with strategic market segments, and delegate to senior Applications Specialists where appropriate.

Complex Demo / Evaluation Management

• Manage the complex product evaluation program and ensure that specialists and field sales follow best practices.
• Oversee analysis and communication of complex evaluation data for customer presentations.
• Coach Applications Specialists on data interpretation and presentation skills.
• Ensure the applications team maintains a balanced evaluation pipeline aligned with sales goals.
• Participate directly in strategically important, high-value, or new-segment evaluations as needed.

Technical Competence, Administration & Segment Intelligence

• Set Expectations and standards for technical and application knowledge across the applications team; ensure coverage across key measurement parameters and both core and emerging markets.
• Oversee the team's use of Customer Relationship Management (CRM) software for documentation of support activities, maintaining an accurate and up-to-date active project list, including segment tagging where applicable.
• Coordinate improvements to analytical tools, workflows, and methods used by the applications team, reviewing major changes before implementations.
• Ensure the team stays current with literature and trends in core and target segments and shares relevant insights with ATSM, Sales, Marketing, and Product Management.

Innovation, Marketing Solutions & New Market Segments

• Consolidate and interpret market feedback and trends collected by Applications Specialist; communicate synthesized insights to the ATSM, Product management, and Marketing.
• Provide feedback to the ATSM on applications priorities based on sales demand, product feasibility, and value proposition.
• Translate segment opportunities into concrete application use cases (e.g., workflows, data expectations sensor configurations) that can be operationalized by field sales and Applications Specialists.
• Oversee the drafting and review of technical and marketing content by the applications team targeted at both core and new market segments, ensuring scientific accuracy and practical relevance before elevating to ATSM or Marketing.
• Collaborate with the Product Management to connect new segment opportunities with product roadmap discussions, helping to define requirements for new features, sensors, or workflows that address emerging markets.

Specialization, Strategic Projects & Segment Development

• Identify opportunities to improve applications team effectiveness (process, tools, training, content) and define "special" projects with clear milestones, assigning ownership to Applications Specialist.
• Manage timelines, key stakeholders, and reporting for applications-related special projects; provide regular updates to the ATSM, including impact on pipeline, win rates, or segment penetration.
• Partner with Product Management and Marketing on key launches or initiatives where applications expertise is critical, delegating detailed work to specialists while retaining overall accountability for segment alignment and execution.

• In depth knowledge of Process Analytical Tools (PAT) in multiple industries, including biopharma.
• Ability to effectively manage a cross-functional team with wide range of competencies and skills.
• Must be able to communicate with multiple departments in order to maintain effective operations.
• Be able to effectively convey big picture vision of process analytics business development.

• Bachelor's degree in field related to biopharmaceuticals or biotechnology (e.g. biochemistry, fermentation science, chemical engineering) required.  MBA or PhD in relevant field may substitute experience.
• Previous roles in product management, industry segment manager, or business development role preferred.
• Five years' experience with managing a cross-functional team and acting as technical manager preferred.
• Previous sales and marketing experience is an added bonus.

Additional Information

• Diverse portfolio of exciting and innovative design projects.
• Tremendous opportunities for professional growth.
• Commitment to sustainable design.
• Competitive compensation.
• Excellent benefit package includes medical, dental, vision insurance, paid vacation time, paid sick time, disability insurance, 401k, tuition reimbursement and more.
• Solid stable company.
• Must pass drug and background screens.
• May be required to wear Personal Protective Equipment (provided by employer).

EEO - It is the policy of this organization to provide equal employment opportunities to all qualified applicants without regard to race, creed, color, national origin, sex, age 40 and over, disability, marital status, sexual orientation, gender identity, genetic information, citizenship status, religious preference, or veteran status in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.