The Senior 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:
• Leads technical support teams to resolve complex customer issues
• Improves Support Processes
• Manage Escalations
• Mentoring, hiring, training, and setting goals for technical support personnel
• Serving as the escalation point for critical issues, conducting root cause analysis (RCA), and implementing preventative measures
• Developing and implementing support strategies, tools, and best practices to improve efficiency
• Ensuring high levels of customer satisfaction (CSAT) and managing high-priority client relationships
• Monitoring key performance indicators (KPIs) such as ticket volume, resolution time, and quality metrics to guide decision-making
• Partnering with Product and Engineering teams to address recurring bugs and improve product quality
Compensation is anywhere from 125k to 160k annual salary based on experience.
Required Qualifications
• Must possess an active Department of Defense Secret clearance
• Master’s degree Electrical Engineer, PHD in Electrical Engineering, MBA
• Minimum 15 years’ experience with DoD acquisition processes, in DoD/Navy program management, Industry or Government technical management, or Industry or Government business management
Desired Qualifications
Minimum 15 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.
C2 Essentials, Inc. is an Equal Opportunity Employer.