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.