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Customer Service
Manager, Technical Support
@Saab, Inc.
[Hiring] Manager, Technical Support @Saab, Inc.
Apr 10, 2025 - Saab, Inc. is hiring a remote Manager, Technical Support. 💸 Salary: unspecified. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
Saab is seeking a Manager, Technical Support Engineering to provide leadership, vision, and direction for the Technical Support team at our Syracuse, New York, facility. The Manager will drive effective and efficient remote and on-site support of Saab systems around the world. The ideal candidate must be highly motivated and have significant experience leading teams in a technical environment.
- Building and improving the current customer support systems and processes
- Increasing efficiency and planning for future growth and support of Saab’s customer base
- Managing a team of technical support engineers who assist our customers
- Hiring and training new employees while coaching and developing your existing team
- Fostering a strong culture of collaboration and customer empathy in your team
- Understanding customer roadblocks and pain points and advocating with product management and engineering teams to enhance the customer experience
- Using data to identify and drive improvements
- Managing the day-to-day operations of a team, ensuring high productivity, efficiency, and employee satisfaction
- Collaborating with other customer-facing teams to ensure that your group is meeting the needs of customers
- Proactively addressing issues as they arise and managing customer escalations when things sometimes go wrong
- Delivering quality service in response to customer requests in a timely and professional manner
- Providing best practices guidance and support for architecting and building customer-specific solutions
- Coordinating enhancement and feature requests with product and engineering teams
- Coordinating with Program Managers on prioritization of team activities
Qualifications
- Bachelor’s degree in Engineering or related discipline
- 5+ years of managing direct reports
- Proven experience working with electronics systems
- Experience directing/influencing technical support teams to meet customer expectations and drive results
- Must be comfortable leading/managing a team with 24/7 responsibilities and managing a remote workforce
- Lead effective engagement in customer interface; ability to effectively present results/content to internal and external customers
- Demonstrated problem solving and critical thinking skills
- Strong oral and written communication skills
- Must hold or be able to obtain U.S. DoD security clearance
Requirements
- Must be a U.S. citizen, Permanent Resident (green card holder), or protected individual as defined by 8 U.S.C. 1324b(a)(3)
- Saab is a federal government contractor and adheres to policies and programs necessary for sustaining drug-free workplaces
- As a condition of employment, candidates will be required to pass a pre-employment drug screen
Benefits
- Medical, vision and dental insurance for employees and dependents
- Paid time off including: minimum of 3 weeks vacation, 5 floating holidays, 8 designated holidays, parental leave, personal illness, bereavement, jury duty, long-term and short-term disability
- 401(k) with immediate vesting on employer match
- Tuition assistance
- Student loan assistance
- Wellness account, Care.com subscription and employee assistance programs
- Employee stock purchase program with employer match
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 10, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
