Technical Support Manager

Who we are—

Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond.  With 1,500 employees—in technical, consulting, operational, sales, finance, and corporate roles—we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities.  We fulfill this promise through our employees, who live Our Values every day, the Transcat Way.  Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve.  Are you ready to join a company where the work you do makes a difference, and where you can grow in your career? 

Here’s what Transcat has to offer—

• Work that matters
• A values-based culture where people care about each other and the work they do together
• Flexibility
• Training and development to accelerate learning and career advancement
• Competitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE!
• Pay range is $100,000 - $130,000

Position Summary

Responsible for providing regional technical support to Transcat calibration operations across assigned laboratories. This position provides technical review of depot and onsite services; evaluates calibration capability and service feasibility; and supports practical, profitable solutions that meet customer requirements and operational capacity.

The position partners closely with Laboratory Managers, Sales, Quality, and Metrology to reduce unnecessary Transcat Managed Services (TMS) and interlaboratory transfers, assess economically viable capability expansion, improve quote accuracy and standard times, and resolve complex technical service issues. The position is a regional technical resource; Laboratory Managers retain daily operating and staffing authority, and Quality/Metrology retain their assigned quality-system authority.

• Perform technical evaluations of new business and recalibration quotations for depot and onsite calibration services, including scope, instrument specifications, method, capacity, capability, and service feasibility.
• Verify quoted standard hours, technical requirements, accreditation/scope considerations, turnaround assumptions, and the appropriate service delivery location before quotes are finalized
• Identify quotation discrepancies and capability/pricing matrix errors; work with the Quotation Team, Sales, and laboratory teams to resolve issues and document the corrections.
• Prepare technical cost models and service-delivery analyses for opportunities; communicate findings and recommendations in deal reviews to Operations, Sales, and leadership
• Support technical customer discussions and occasional customer site evaluations to develop feasible, profitable solutions.
• Coordinate and assist for internal and external audits
• Review recurring equipment and revenue routed through TMS or transferred to other Transcat laboratories; identify viable opportunities to perform calibration locally or within the region
• Assist updating the capability/pricing matrix as necessary; mainly when reviewing quotes and capability errors are found.
• Support equipment investment evaluations, standard-time validation, technician competency requirements, and the technical readiness for new or transferred capabilities
• Coordinate correction and maintenance of technical capability records and standard times in the applicable systems to improve routing, pricing, and service decisions.
• With Laboratory Managers, evaluate work volume, service margins, capital requirements, traceable standards, technician skills, training, accreditation implications, and projected payback.
• Recommend capability transfers or development only when supported by a documented cost-benefit assessment and existing business approval requirements.
• Track recommended versus implemented actions, transferred volume, and savings or retained margin where supporting data are available.
• Technical support liaison participating in customer meetings both phone and in-person.
• Serve as a dedicated technical escalation resource for Laboratory Managers and technical personnel on difficult calibrations, unusual equipment, and quotation-related technical concerns
• Help resolve complex customer technical issues and identify cross-laboratory solutions while respecting individual Laboratory Managers’ operational priorities and decisions.
• Support technical planning and service onboarding for significant new customer requirements or capability transitions as assigned.
• Model the Company’s values to influence others to perform in an aligned manner.
• Ensure training and development plans are in place and communicated to employees to drive performance improvement and career progression.
• Complete and deliver accurate, thorough, and prescriptive employee performance reviews on the required timeline. 
• Other duties as assigned

Required Knowledge, Skills, and Abilities

• Strong verbal and written communication, business judgment, independent problem-solving, organization, and ability to present technical recommendations to management.
• Proficiency with spreadsheets, technical reporting, calibration/laboratory systems, and quotation or order-processing systems.
• Technical lead, senior calibration technician, calibration engineering, or similar technical support experience preferred.
• Ability to travel to assigned laboratory and customer locations as needed; frequency to be confirmed by Operations

Education and Experience

• 5+ years’ experience in repair and calibration of instruments, preferably in progressively responsible positions or equivalent combination of education and experience
• Substantial experience and scope in calibration operations or technical services, with working knowledge of test equipment, calibration methods, and measurement traceability.
• Working knowledge of ISO/IEC 17025, accreditation scopes, measurement uncertainty, and calibration-related quality systems.
• Experience reviewing technical calibration quotations, service feasibility, standard hours, and calibration capability/pricing information.
• Ability to evaluate capability-development opportunities, equipment investments, and cost-benefit or payback analyses.
• Ability to collaborate effectively with Laboratory Managers, Sales, Quality, Metrology, and customers to resolve complex technical issues.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made for qualified individuals with disabilities if necessary to perform the essential functions of this position.

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and talk or hear. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

Work Environment

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.  The noise level in the work environment is usually moderate.

Equal Opportunity and Non-Discrimination

Transcat is an equal-opportunity employer and prohibits discrimination based on any protected status.  As required by United States law, all qualified applicants will receive consideration for employment without regard to age, color, disability, genetic predisposition or carrier status, national origin, race, religion, sex (including pregnancy, sexual orientation, and gender identity), status as a protected veteran, or as a member of any other protected group or activity under federal, state, and local law.

We will make reasonable accommodations for employees with disabilities to enable them to perform the essential functions of their position unless doing so poses an undue hardship to the company or a direct threat to health or safety.

Contingencies

All offers of employment are contingent upon successfully completing all pre-employment requirements, which include verification of identity and employment eligibility, and when applicable, a motor vehicle driving record report.