Support Engineering Manager (On-site)

Job Title: Support Engineering Manager

Location: Dallas, TX

Salary: $145,000 - $170,000

Position Summary: 

The Support Engineering Manager is responsible for delivering the expected engineering support required to ensure SLA’s and KPI’s for all RFA facilities are achieved. The role will have direct line responsibility for the on-site and remote support engineers, who will provide technical direction and assistance in resolving any production related issues escalated from the on-site Support Specialist team. The key objective is to maximize uptime for all RFA facilities through optimal support and training. This is a 24-hour operation and requires close integration with the Operational Site Management, which includes scheduling, reporting, training, escalations, and process development/optimization. This role reports to the Head of Technical Delivery Management.

What you’ll do: 

• Responsible for the level 2 Engineering Support function to meet customer business requirements governed by SLA’s and KPI’s
• Understanding and driving priorities ensuring maximum uptime of RFA lines
• Deep understanding of all customer needs, including customer’s business, customer’s platform/systems, understanding how the Apkudo platform fulfills those business needs, and can make tough calls in prioritizing work.
• Interfacing with client Program Management and Site Leadership within Apkudo
  Providing reporting and associated documentation required for all incident responses
• Managing, coordinating, and ensuring collaboration on technology development within a team and across needed teams
• Removing tactical impediments and driving the resolution of issues
• Participate in daily standups for SLA management and downtime reviews
• Maintain tickets for all activity of the team through Click-Up
• Managing escalations that are required to the L3 Engineering team and ensuring these are tracked through to resolution
• Defining and maintaining KPIs for tracking operational and team performance
• Schedule and manage maintenance windows
• Maintain schedules for the Support Engineering team to cover all shifts and Pager Duty

• Process optimization and continuous improvement

Additional Requirements: 

• Must be willing to travel up to 50% of the time, including international travel.

What you’ll need: 

• BS in Engineering or a relevant field. MS or MBA a plus. Relevant experience will be considered in lieu of a formal degree.
• 7+ years of experience in Support Engineering Management and/or Operational Management
• Strong proven leadership in managing technical teams supporting a production environment where uptime is the highest priority
• 3+ years of experience in the mobile/connected device, consumer electronics reverse logistics, and/or SaaS industries desired
• Demonstrated success in working in a metric-based environment that relies on performance metrics, analysis, reporting, and improvement initiatives
• Strong written and verbal communication skills are crucial, as well as the ability to think clearly, analyze, problem-solve, scope requirements, and prioritize
• Ability to motivate and develop teams and lead career improvement for members of the team
• Sound business judgment with the proven ability to influence others positively
• Strong analytical thinking skills
• High levels of integrity and discretion in handling confidential information

Our Core Values: 

• Hooked on customers. Our passion for innovation propels our customers forward. We thrive on solving our customers’ problems, big and small.
• We communicate confidently and with generosity. We not only spread ideas, but we also spread understanding to help every team succeed.
• Champion the use of data. We use data to build solutions to problems, promote collaboration, and inform decisions for us and our customers. 
• Proudly accountable. We follow through because the alternative is not an option. Every word, every action, and every result reflect the improvements we seek to make.
• Be you. We bring our whole selves to our work, our teams, and our customers. The collective ‘we’ will shine bright for all to see.
• I have your back. Trust and respect each other to do the right thing when someone needs an extra hand. We go farther together than we do alone.
• It matters how we show up. Sometimes bold, sometimes brave, always curious. We expect more of ourselves to be our best for the team.

What you can expect from us: 

• Generous holidays plus your birthday off.

• Paid parental leave benefits.
• Casual dress.
• A company-paid Google Pixel phone or a monthly tech stipend that you can use for your tech needs. 
• A monthly wellness stipend that you can use for things like a meditation app, standing desk, gym equipment, etc.
• 401(k) matching up to 4% or a 5% pension plan for employees of the UK. 
• Up to $5,250/year for certification, continuing education, and tuition reimbursement.

• Competitive package with benefits.

About Apkudo: 

Our Vision

Devices connect the world. We help ensure there will still be a world to connect.

This is ambitious, on purpose. We must lean into our shared passion for change and do whatever it takes to do our part to regenerate resources and build sustainable processes and behaviors to leave the world a better place. 

Those who do good, do well.

The Fine Print: 

Please note that this position will be on-site in a warehouse facility.

Work Environment:

The Support Engineer Manager will be operating in a warehouse setting, which includes:

• Temperature Variability: Working in areas that may experience fluctuating temperatures depending on the season.
• Physical Activity: Regular standing, walking, and lifting of items, sometimes weighing up to [weight limit, e.g., 50 lbs].
• Noise Levels: Working in a busy environment where machinery and equipment are in operation.
• Safety Gear: Adhering to safety protocols, including the use of personal protective equipment (PPE) such as safety vests, gloves, and steel-toed boots. Depending on the specific task, PPE may or may not be required.
• Security Protocols: The facility is equipped with metal detectors that you will be required to clear upon entry and exit.

We are an agile organization, and so the duties and description of this role (like every other at Apkudo) may change at any time as we adapt.

This position is exempt under the Fair Labor Standards Act (FLSA).

Note: Apkudo is an Equal Opportunity employer. We are committed to diversity and inclusivity and to creating a culture where everyone feels respected and connected, no matter the location of their work. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.