Customer Support Engineering Manager

CIRCUIT CHECK • Maple Grove, MN

7d • Hybrid

About The Position

Circuit Check is a high-energy, market-leading provider of automated test systems and test fixtures for complex electronic products across the automotive, military/aerospace, medical, industrial, energy, and computer networking industries. At Circuit Check, we believe that innovation is a must, and that a challenging, cutting-edge environment where the work is consistently new is the best way to foster creativity. Our design staff includes electrical, software, mechanical engineers, and project managers. Our systems are supported by teams throughout the United States, Canada, Mexico, Europe, Malaysia, and China. If your ready to build your career in a fast-paced, technology-driven organization where our test designs impact products used by millions of people around the world every day, we invite you to join us. Primary Objective: When a customer’s test system goes down, production stops and the clock starts running. You’re the person they call — and the person who makes it right. As our Customer Support Engineering Manager, you’ll lead the team that stands behind a 50-year installed base of advanced electronic test systems, owning the customer experience from the first urgent call all the way through to resolution. Just as importantly, you’ll turn that hard-won trust into a business: building and commercializing a subscription-based portfolio of maintenance, analytics, and cybersecurity services that keeps our customers running and builds a durable recurring-revenue stream for Circuit Check. Our solutions serve customers across medical, industrial controls, automotive, cloud computing, and other electronic applications. This is a role with real range. One hour you’re calming a customer whose line is stopped and marshaling engineering to a fix; the next you’re pricing a new service package, sitting with an account team, or planning the next hire on your team. If you’re energized rather than rattled by that variety, keep reading. Who You Are: This role is built for a specific kind of person. You’ll thrive here if this sounds like you: You’re calm when everything is on fire. You can take a customer’s worst day — systems down, tempers high — and be the steady, credible voice on the other end of the line. You’re technical enough to be taken seriously. You don’t need to design the fix yourself, but you can speak the language, understand the problem, and earn the trust of both engineers and customers. You get things done across an organization you don’t control. You know how to drive engineering, service, quality, and operations toward a resolution through influence, urgency, and follow-through — not just authority. You’re genuinely flexible and thrive in frantic, fast-shifting environments. You can move from a crisis call to a pricing model to a hiring plan without losing the thread. You think commercially. You see a support relationship not just as a problem to close, but as value to build — and revenue to grow.

Requirements

• Bachelor’s degree in engineering, business, or a related field; technical background strongly preferred
• Minimum of 5 years of experience in a technical professional role, preferably including leadership, in a B2B or industrial technology environment
• Strong project management and cross-functional leadership skills
• Ability to operate at both strategic and tactical levels, comfortable interfacing with executives, customers, and technical teams
• Excellent communication and interpersonal skills, with an aptitude for building strong internal and external relationships
• Strong initiative, a proactive nature, and a real sense of urgency.
• Strategic & Analytical Thinking: Ability to see patterns across complex data, customer behaviors, and market signals — and translate insights into actionable strategies and business cases
• Rigorous analytical skills: financial models, program economics, pricing structures, and competitive intelligence that inform decision-making
• Thinks several moves ahead — anticipating customer needs, competitive responses, and market evolution
• Organizational & Execution Leadership: Natural ability to orchestrate multiple moving parts — people, timelines, resources, priorities — across complex programs and matrixed organizations
• Skilled at configuring cross-functional teams for maximum effectiveness, with the program management discipline to track interdependencies and keep engagements on schedule and budget
• Presence & Influence: Commanding executive presence with confidence to lead negotiations, challenge the status quo, and drive decisions in ambiguous situations
• Willingness to take charge, confront difficult issues directly, and provide clear direction when the path forward is uncertain
• Exceptional communication skills — compelling narratives, proposals, and presentations for technical and executive audiences
• Industry & Technical Acumen: Deep understanding of the AI/ML data center ecosystem: GPU architectures, training/inference infrastructure, thermal management, power delivery, rack integration, and test/validation
• Credible in technical discussions with customer engineering teams while maintaining a business-outcome focus; proficient with CRM platforms (Salesforce preferred)

Nice To Haves

• Familiarity with electronics testing, test systems, or a related service business is a plus

Responsibilities

• Act as the central point of accountability for customer-reported problems, coordinating diagnosis, prioritization, and resolution across engineering, service, and product teams
• Deploy and manage field service technicians globally to perform both warranty and paid service work, ensuring timely, professional on-site and remote support
• Maintain transparent, proactive communication with customers throughout the issue lifecycle — status updates, root-cause explanations, and corrective action plans
• Lead escalations with engineering, quality, and operations to ensure rapid containment and long-term corrective action
• Capture learnings from issues to improve product reliability, enhance service offerings, and strengthen the value of our subscriptions.
• Define and evolve the aftermarket service portfolio, with a focus on subscriptions for maintenance, analytics, and cybersecurity
• Develop business cases for new services, including pricing, packaging, and go-to-market strategy
• Lead integration of analytics tools (e.g., WATS) and cybersecurity offerings (e.g., Isolated Networks, TestPartner dashboard) into service offerings.
• Coordinate internal engineering, service, sales, and operations resources to build and deliver robust service offerings
• Identify and manage third-party vendors to augment internal capabilities and close gaps in the service portfolio.
• Collaborate with Account Managers and Application Engineers to position services in new sales opportunities
• Build and maintain internal processes for quoting (Salesforce), order entry (IFS), and project management — creating tools where possible, or working with internal and external consultants where needed
• Conduct direct customer engagement to grow subscriptions and ensure service aligns with real user needs
• Represent our service value propositions in customer meetings, trade shows, and product demos.
• Work with marketing to develop and maintain sales collateral, website content, and promotional materials
• Ensure consistent, compelling messaging for our service solutions across all channels.
• Develop and maintain the strategic hiring roadmap for the function, including role definitions, timing, and reporting structure
• Own the team’s org chart, evolving it to match business growth and product complexity.
• Drive CRM (Salesforce) utilization for tracking and closing service opportunities
• Prepare monthly, quarterly, and annual reports and forecasts as defined by leadership
• Develop knowledge of competitive products, identify emerging markets, and create strategy for competing
• Stay current on all CCI products from a technical, applications, pricing, and selling-benefits standpoint.

Benefits

• medical, dental, vision, basic life, short- and long-term disability and accidental death and dismemberment insurance
• 401k plan, in which the Company will match 50% of your contributions up to 6% with a maximum contribution
• Paid time off includes vacation and sick time along with paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager