Senior Manager, Product Support Engineering

Syracuse

Requirements - ----------- ### Must have: ### - Bachelors degree in engineering or a technical discipline with over 20 years of relevant experience, including 8 years in a managerial capacity. - Experience directly overseeing skilled subject matter experts in providing on-site customer services domestically and internationally. - Demonstrated history of fostering collaboration across varying organizational levels to achieve common goals. - Strong emphasis on quality and customer satisfaction, with a proven ability to build and sustain positive internal and external relationships. - Ability to establish and uphold company standards of professional conduct. - Excellent organizational, written, and verbal communication skills, enabling clear interaction at all organizational levels. - Proficient in Microsoft Office and familiar with tools for labor management and timecard functionalities. - Eligibility to obtain a US DoD SECRET security clearance. Responsibilities: - ---------------- - Lead and manage a team of over 15 Product Support Engineers and field service representatives, ensuring top-notch technical guidance and customer support. - Carry out functional management duties, including staffing models, performance evaluations, budget planning and oversight, and recruitment processes. - Supervise the operations of Product Support Engineers and external service representatives to guarantee high-quality on-site service, troubleshooting, and training for clients. - Analyze, define, and negotiate customer Statements of Work and Performance Work Statements, converting client requirements into actionable team initiatives while suggesting alternative service options and developing Basis of Estimates for service-related scopes. - Formulate and implement plans and marketing strategies to enhance our sustainment capabilities and offerings in alignment with current and future customer needs. - Promote continuous technical development and skill enhancement for each team member. - ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ Company: - ------- At SRCTec, LLC, we are seeking a Senior Manager for Product Support Engineering to join our dedicated team in Syracuse, NY. We pride ourselves on being a manufacturing and lifecycle management organization that specializes in delivering reliable, advanced military electro-mechanical products. As a subsidiary of SRC, Inc., we leverage cutting-edge research and development to tackle complex challenges across defense and intelligence sectors. Our team of over 1,400 professionals---20% of whom have military backgrounds---works in a dynamic, inclusive environment. We offer a competitive salary range of $150,000 to $185,000 annually, along with a comprehensive benefits package that includes four or more weeks of paid time off, a robust retirement contribution, and full tuition support. - ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------