Senior Manager, Product Support Engineering

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.

• 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.