Sr Manager, Product Support Engineering

SRC, Inc•Syracuse, NY

86d•$150,000 - $185,000

About The Position

SRCTec, LLC is currently seeking a Senior Manager, Product Support Engineering. This role leads a team of more than 15 Product Support Engineers and field service representatives, guiding technical expertise, on-site support, documentation, and training for customers. You will manage staffing, budgets, and performance while shaping service strategies, interpreting customer requirements, and advancing team capabilities to support current and future sustainment needs. What You’ll Do This is an experienced management position leading 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

Requirements

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

Nice To Haves

Military experience in a maintenance or operations field is a plus
Experience providing contracted services or products to US military or governmental agencies from product delivery through sustainment

Responsibilities

Lead a team of more than 15 Product Support Engineers and field service representatives
Guide technical expertise, on-site support, documentation, and training for customers
Manage staffing, budgets, and performance
Shape service strategies
Interpret customer requirements
Advance team capabilities to support current and future sustainment needs
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