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SRC · 4 hours ago

Sr Manager, Product Support Engineering

Syracuse, NY

Full-time

Onsite

Senior Level, Lead/Staff, Director/Executive

$150K/yr - $185K/yr

20+ years exp

SRC is a not-for-profit research and development company specializing in advanced military electro-mechanical products. The Senior Manager, Product Support Engineering will lead a team of Product Support Engineers and field service representatives, managing staffing, budgets, and performance while shaping service strategies and advancing team capabilities.

ConsultingInformation TechnologyLegal TechNon Profit

Work & Life Balance

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Lead a team of 15+ Product Support Engineers who provide field services and engineering expertise, apply subject matter expertise to the creation of technical documentation and training, and influence the supportability of new product designs

Perform functional management tasks including staffing modeling, performance appraisals, budget creation and management, hiring, and similar tasks

Oversee operations of PSEs plus out-sourced field service representatives to provide excellent on-site service, troubleshooting, and training to customers

Interpret, define, and negotiate customer SOW/PWS, translate requirements into team actions and initiatives, propose alternate service options, and develop BOEs for field services-related scope

Propose and develop plans and marketing strategies to expand SRCTec’s sustainment capabilities and offerings to meet current and future customers’ needs

Deliver continual advancement of the technical development of each team member

Qualification

Management experienceCustomer relationship managementTechnical documentationMicrosoft Office proficiencyLabor management toolsQuality focusOrganizational skillsWritten communicationVerbal communicationTeam collaboration

Required

Bachelor's degree in engineering or technical discipline with 20+ years related experience, including 8+ years of management experience. Any equivalent combination of education, training, and experience may be considered

Directly relevant experience managing highly-trained and motivated SMEs in providing on-site services for customers in CONUS/OCONUS locations

Proven record of collaborating across all levels and functions to create teamwork and achieve shared objectives across an exceptionally integrated organization

Strong quality and customer focus with a track record of developing exceptional internal and external customer relationships and an advocacy for quality and voice of the customer

Experience setting, modeling, and consistently enforcing company standards of professional conduct

Strong organizational and written/verbal communication skills with the ability to effectively communicate in a clear and concise manner at all levels of the organization

Proficiency with Microsoft Office products, plus familiarity with software tools for labor management, timecard charging, and similar functional management activities

Capability to obtain a US DoD SECRET security clearance