Technical Support Services Manager

TAMPA MICROWAVE-posted about 2 months ago
Full-time • Mid Level
Clearwater, FL
51-100 employees
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Tampa Microwave is a leading manufacturer and supplier of Manpack & Fly Away satellite terminals designed and built for the expeditionary user community to guarantee communications connectivity in the most austere environments. Tampa Microwave primarily serves Federal and Department of Defense markets. We are seeking to fill a hands-on Technical Support Services Manager position located in our Clearwater, FL location. This position reports to the Director of Operations.

  • Manage the RMA department ensuring it has the necessary test equipment, personnel and capabilities to provide 30-day turnarounds on warranty returns and 45-day ARO turnarounds for non-warranty repairs.
  • Manage RMA team tasks and coordinate with supporting departments as required to achieve turn-around time (TAT) metric goals.
  • Participate in design reviews and provide feedback regarding operability and maintainability of new products as required.
  • Operate Tampa Microwave’s Help Desk by answering phone calls and emails and logging reported problems in the help desk ticket tracking system.
  • Solve Tier 1 problems and refer Tier 2 and Tier 3 issues to Systems Engineering or Design Engineering for resolution.
  • Participate in the development and publishing of terminal O&M manuals and other documentation to facilitate the use of our terminals.
  • Participate in drafting and publishing Technical Bulletins as required to inform customers of issues affecting the maintenance and repair of our terminals.
  • Maintain professional relationships with customers to ensure good communication and a continuing flow of new and follow-on business.
  • Provide RMA data to TM Engineering, Quality, and Program Management departments as required to support ongoing efforts and programs.
  • Develop best practices and tools for RMA project execution and management.
  • Complete other tasks assigned by company management as required to support the delivery schedule.
  • Coach, mentor, motivate and supervise team members.
  • Specify the contents and maintain documents posted on the Technical Support page of the Tampa Microwave website.
  • Maintain and operate all hardware and software required to provide X, Ku and Ka bandwidth / network services to Operations and Business Development.
  • Manage Systems Test team and work with Operations Manager and Test Manager to identify and manage priorities.
  • U.S. Citizenship required.
  • Four-year degree in Business or equivalent experience desired.
  • A minimum of eight years' experience with Defense communications hardware and systems in the communications field and in positions of increasing responsibility.
  • Experience managing personal work in a technical field.
  • Technical training in communication system operation, maintenance, and repair.
  • Able to work overtime as required to meet company delivery schedule.
  • Requires minimal to moderate travel.
  • Must be able to lift objects of up to 40 lbs.
  • Fluent in the English language – written and oral.
  • May be required to maintain a security clearance.
  • Competitive Salary
  • Yearly Incentive Bonus Program
  • Generous 401(k) program - up to 5% company contribution and 100% immediate vesting
  • PTO and 10 paid holidays per year
  • Tuition Reimbursement
  • Paid parental leave policy
  • Medical/dental/vision insurance for self & eligible family members
  • 9/80 Work Schedule (every other Friday off)
  • Onsite
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