Manager – Field Support

Key Responsibilities

• Team Leadership: Lead and manage a team of Field Service Representatives, providing guidance, training, and support to ensure the highest levels of performance and customer satisfaction. 
• Deployment Support: Oversee the deployment of ASV systems to customer sites, coordinating logistics, installation, and initial setup to ensure a smooth and successful deployment process. 
• Technical Support: Serve as the primary point of contact for technical support escalations, troubleshooting complex issues, and providing timely resolution to ensure uninterrupted operation of ASV systems. 
• Customer Engagement: Build and maintain strong relationships with customers and key stakeholders, acting as a trusted advisor and advocate for their needs while representing the company’s interests. 
• Documentation and Reporting: Develop and maintain comprehensive documentation, including installation guides, troubleshooting procedures, and service records, and provide regular reports to management on service activities, performance metrics, and customer feedback. 
• Continuous Improvement:Identify opportunities for process improvements, service enhancements, and product developments based on customer feedback and field observations, working closely with cross-functional teams to drive continuous improvement initiatives. 
• Training and Development: Develop and deliver training programs for internal teams and external partners to ensure proficiency in ASV operation, maintenance, and support activities. 

Qualifications

• Bachelor’s degree in engineering, computer science, or related field; advanced degree preferred. 
• 5+ years of experience in technical support, field service, or related roles, preferably in the defense or maritime industry. 
• Demonstrated leadership experience, with a track record of successfully managing teams and delivering results in a fast-paced, dynamic environment. 
• Strong technical aptitude and problem-solving skills, with the ability to troubleshoot complex systems and communicate technical concepts effectively to non-technical audiences. 
• Excellent interpersonal and communication skills, with the ability to build rapport and establish credibility with customers and stakeholders at all levels. 
• Willingness to travel frequently to customer sites, both domestically and internationally, as required. 

Benefits

• Medical Insurance: Comprehensive health insurance plans covering a range of services
• Saronic pays 100% of the premium for employees and 80% for dependents
• Dental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care
• Saronic pays 99% of the premium for employees and 80% for dependents
• Time Off: Generous PTO and Holidays
• Parental Leave: Paid maternity and paternity leave to support new parents
• Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses
• Retirement Plan: 401(k) plan
• Stock Options: Equity options to give employees a stake in the company’s success
• Life and Disability Insurance: Basic life insurance and short- and long-term disability coverage
• Additional Perks: Free lunch benefit and unlimited free drinks and snacks in the office