TAMPA MICROWAVE · 2 months ago
Technical Support Services Manager
Clearwater, FL, US
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expTampa Microwave is a leading manufacturer and supplier of satellite terminals for the expeditionary user community. They are seeking a Technical Support Services Manager to oversee the RMA department, manage hardware-based technical support, and ensure effective communication with customers while maintaining high operational standards.
BroadcastingElectronicsIndustrial ManufacturingInternet RadioMachinery ManufacturingManufacturingSatellite CommunicationTV
No H1B
U.S. Citizen Only
Responsibilities
Manage the RMA department ensuring it has the necessary test equipment, personnel and capabilities to provide 30-day turnarounds on warranty returns and 45-day ARO turnarounds for non-warranty repairs. Manage RMA team tasks and coordinate with supporting departments as required to achieve turn-around time (TAT) metric goals
Participate in design reviews and provide feedback regarding operability and maintainability of new products as required
Operate Tampa Microwave’s Help Desk by answering phone calls and emails and logging reported problems in the help desk ticket tracking system. Solving Tier 1 (e.g., basic training, assembly, terminal operation, terminal documentation) problems and referring Tier 2 (e.g., complex network configuration and bandwidth issues) and Tier 3 (e.g., potential terminal design defects) issues to Systems Engineering or Design Engineering for resolution
Participate in the development and publishing of terminal O&M manuals and other documentation to facilitate the use of our terminals
Participate in drafting and publishing Technical Bulletins as required to inform customers of issues affecting the maintenance and repair of our terminals also including End-of-Life (EOL) and End-of-Support (EOS) documentation for products no longer being produced or supported by Tampa Microwave
Maintain professional relationships with customers to ensure good communication and a continuing flow of new and follow-on business
Provide RMA data to TM Engineering, Quality, and Program Management departments as required to support ongoing efforts and programs. Participate in RMA status meetings and provide scheduled updates as requested
Develop best practices and tools for RMA project execution and management
Complete other tasks assigned by company management as required to support the delivery schedule
Coach, mentor, motivate and supervise team members. Influence them to take positive action and accountability for their assigned work. Identify and resolve issues and conflicts within the project team
Specify the contents and maintain documents posted on the Technical Support page of the Tampa Microwave website
Maintain and operate all hardware and software required to provide X, Ku and Ka bandwidth / network services to Operations and Business Development
Manage Systems Test team and work with Operations Manager and Test Manager to identify and manage priorities
Qualification
Required
U.S. Citizenship required
Four-year degree in Business or equivalent experience desired
A minimum of eight years' experience with Defense communications hardware and systems in the communications field and in positions of increasing responsibility and include experience managing personal work in a technical field
Technical training in communication system operation, maintenance, and repair
Able to work overtime as required to meet company delivery schedule
Requires minimal to moderate travel
Must be able to lift objects of up to 40 lbs
Fluent in the English language – written and oral
May be required to maintain a security clearance
Benefits
Competitive Salary
Yearly Incentive Bonus Program
Generous 401(k) program - up to 5% company contribution and 100% immediate vesting
PTO and 10 paid holidays per year
Tuition Reimbursement
Paid parental leave policy
Medical/dental/vision insurance for self & eligible family members
9/80 Work Schedule (every other Friday off)
Onsite
Company
TAMPA MICROWAVE
A world leading manufacturer and supplier of Manpack & Fly Away satellite terminals designed and built for the expeditionary user community to guarantee communications connectivity in the most austere environments.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase