Manager of Customer Engineering

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Job Description

Job Responsibilities:

• Oversees the technical support of company customers by remote analytic engineers who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems.
• Comfortable leading a team with a balanced tactical and strategic focus
• Manages performance metrics and KPIs. Provides feedback results to team members on items such as financials, escalation EFACs, and technical skills, to enhance the quality of support delivered to internal and external customers.
• Expert customer communication skills
• Manages multiple customer engagements in parallel
• Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues.
• Ensures that engineers are current with the latest upgrades and/or new releases.
• May be involved in customer installation and training programs of data infrastructure systems.
• Selects, develops, and evaluates personnel to ensure the efficient operation of the team and project.
• Responsible for leading RFC creation and BKM alignment for gameplan creation and quick trouble response.
• Establishes analytic efficiency programs for remote engineers and customer working with BU Analytic and cross BU Data Engineering teams.

Minimum Qualifications:

• Associates degree and Twelve (12) years of professional experience or an equivalent combination of education and professional experience.

Physical Demands and Work Conditions

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. This is a largely sedentary role; however, some filing is required, which would require the ability to lift files, open filing cabinets and bend or stand as necessary. This position requires the ability to occasionally lift office products and supplies, up to 35 pounds. This position also requires 4 to 6 hours per day at a computer screen/keyboard.

Diversity creates an innovative culture. TEL US is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

SubsidiaryTEL Manufacturing and Engineering of America, Inc.