Engineering Manager - Service Contact Center [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Engineering Manager - Service Contact Center based in United States.

As an Engineering Manager within a remote technical service organization, you will lead a team of Remote Service Engineers dedicated to delivering exceptional technical and application support across a diverse portfolio of scientific instruments and software solutions. This leadership role combines people management, operational excellence, and customer experience, ensuring high-quality remote support while driving continuous improvement initiatives. You will collaborate with cross-functional teams to optimize service delivery, develop technical talent, and enhance operational performance. This is an opportunity to shape a high-performing, globally connected team while contributing to innovation, customer success, and long-term business growth in a flexible remote environment.

Accountabilities

• Lead, coach, and develop a team of Remote Service Engineers across multiple experience levels, fostering technical expertise and career progression.
• Establish clear performance objectives through regular coaching, case reviews, feedback sessions, and development planning.
• Build and maintain a strong talent pipeline by supporting recruitment, internal mobility, employee engagement, and retention initiatives.
• Ensure timely and effective remote resolution of hardware, software, and scientific application issues while maintaining high service quality.
• Monitor and improve key performance indicators, including case resolution times, first-time fix rates, customer satisfaction, and operational efficiency.
• Partner closely with field service, scheduling, commercial, and cross-functional teams to ensure seamless customer support and service continuity.
• Oversee technical support for complex instrumentation, software platforms, workflows, and scientific applications.
• Drive knowledge management initiatives by promoting documentation standards, best practices, and continuous learning across the team.
• Ensure consistent CRM usage, accurate case documentation, and adherence to operational processes.
• Identify performance trends, implement process improvements, and support transformation initiatives that enhance customer experience and business outcomes.

Requirements

• Bachelor's or Master's degree in Engineering, Science, Technology, or a related field, or an equivalent combination of education and relevant experience.
• Demonstrated experience leading technical support, engineering, or customer service teams in a managerial or supervisory capacity.
• Proven ability to lead operational processes, cross-functional projects, and continuous improvement initiatives.
• Experience managing technical support operations involving hardware, software, or scientific instrumentation is highly desirable.
• Strong leadership, coaching, mentoring, and people development skills.
• Excellent analytical, problem-solving, organizational, and decision-making abilities.
• Strong communication and stakeholder management skills with the ability to collaborate across technical and commercial teams.
• Experience with CRM platforms such as SAP CRM, C4C, Sinch, or similar customer support systems is preferred.
• Commitment to delivering exceptional customer experiences while driving operational excellence and accountability.
• Willingness to travel occasionally (approximately 10%) as required.

Benefits

• Competitive annual salary ranging from CAD $101,184 to $178,500 , based on experience, skills, education, and location.
• Eligibility for annual performance bonuses.
• Stock award opportunities.
• Comprehensive health and employee benefits package.
• Fully remote work option with full-time employment.
• Opportunities for leadership development, career advancement, and continuous professional growth.
• Collaborative global work environment with cross-functional exposure.
• Inclusive workplace that values diversity, equity, accessibility, and employee well-being.
• Participation in innovative projects supporting advanced scientific technologies.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.