Technical Support Manager
C2 Essentials
Technical Support Manager
The Technical Support Manager provides technical support and lead subordinates in support of engineering and technical tasking for the DDG(X) ship acquisition Program Office. Tasking includes:
- Oversees technical service operations
- Leading teams to resolve complex customer issues while optimizing support processes and metrics
- Bridge the gap between technical teams and customers, ensuring high customer satisfaction, mentoring staff, and implementing tools to handle system issues
- Managing, training, and mentoring technical support representatives
- Serving as the point of escalation for complex technical issues and improving customer satisfaction
- Monitoring key performance indicators (KPIs), such as ticket response times and resolution rates
- Developing, implementing, and updating support policies, procedures, and documentation
- Partnering with product/engineering teams to manage product releases, bugs, and feedback
- Maintaining high service quality to meet or exceed Service Level Agreements
Compensation is anywhere from 100k to 135k annual salary based on experience.
Required Qualifications
- Must possess an active Department of Defense Secret clearance
- Master's Degree in the field of engineering
- Minimum 10 years' experience in/with electric power generation, electric power distribution, electric power conversion, control system development, computer software and hardware design and implementation, circuit analysis, magnetics, and/or fiber optics. Experience should be in conceptual and detailed design and multi-functional facilities and support systems for test and evaluation of submarine or surface ship structural configurations, machinery, and/or component designs in model and full scale
Desired Qualifications
- Minimum 10 years' experience with DoD acquisition processes, in DoD/Navy program management, Industry or Government technical management, or Industry or Government business management.
C2 Essentials, Inc. is an Equal Opportunity Employer.
Vacancy posted 3 days ago
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