Technical Support Manager

OpenWorks Engineering•Detroit, MI

10d•Onsite

About The Position

OpenWorks is seeking a Technical Support Manager to support its US customer base and help establish its Detroit facility. The role combines hands-on engineering, customer demonstrations, and field support for the company’s counter-drone technology. As an early member of the growing US operation, the manager will help shape operational practices and may expand responsibilities as the business grows. The position involves planning and delivering customer demonstrations and trials; guiding customers through system assembly, setup, implementation, and operation; troubleshooting and repairing mechanical, electrical, and software issues remotely and in person; and collaborating with customers and engineering teams to resolve technical challenges and improve support processes. The manager will also prepare and maintain demonstration equipment, coordinate prototype and low-rate initial production builds, create technical documentation, and take practical ownership of day-to-day facility needs. The role is based primarily at OpenWorks’ Grand Riviera - Detroit facility and includes travel to customer locations for demonstrations and trials. Travel is expected to average approximately one week away from home per month, predominantly within the US, with occasional international travel and approximately two weeks of initial training in the UK. A valid passport and ability to undertake international travel are required.

Requirements

A degree in electrical, software, or mechanical engineering.
Background in electrical or mechanical repair, with practical experience building and testing complex electromechanical assemblies.
Methodical, analytical troubleshooting skills covering mechanical, electrical, and software issues.
Familiarity with electrical and mechanical test equipment.
Ability to interpret complex technical documentation and engineering drawings.
Practical dexterity, strong attention to detail, and commitment to exceptional quality.
Clear and effective communication skills and the professional presence to deliver demonstrations, explain technical concepts, and guide customers through system setup and use.
Proactive and flexible approach, confidence working independently, and willingness to learn from colleagues, develop product expertise, and improve processes.
Ability to work primarily from the Grand Riviera - Detroit facility and travel to customer locations, including outdoor demonstrations and trials.
Ability to travel approximately one week away from home per month, predominantly within the US, with occasional international travel and approximately two weeks of initial training in the UK.
Valid passport and ability to undertake international travel.

Nice To Haves

Experience in defense, counter-UAS, robotics, automotive, machine vision, or medical technology, particularly involving complex hardware and software systems.

Responsibilities

Plan and run customer demonstrations and trials of counter-UAS systems, providing technical expertise to support new business opportunities.
Guide customers through system assembly, setup, implementation, and operation.
Diagnose and resolve mechanical, electrical, and software issues remotely by phone or video and in person at customer facilities and test sites.
Collaborate with customers and internal engineering teams to resolve complex challenges, refine repair processes, and improve technical support.
Prepare, test, maintain, and manage demonstration equipment so it is reliable and ready for customer engagements.
Coordinate and carry out prototype and low-rate initial production builds, including assembly and testing, as needed.
Write and maintain operating and support instructions, trial plans, and reports.
Take practical ownership of day-to-day facility needs, including opening, securing, and locking the site and coordinating occasional facility tasks.