Hybrid Manager, Application Engineering & Tech Support

Gems Setra; Boxborough (MA); Hybrid; USD 112,000 - 187,000; Full time

Job summary

Gems Setra, part of Ralliant, seeks a Manager of Application Engineering to lead a team delivering world-class technical support and customer solutions across our product portfolio. You will bridge customers with Sales, Product Management, Engineering, and Operations to ensure exceptional experience while driving continuous improvement in support processes.

The role develops talent, establishes best practices, and aligns the function with strategic objectives.

Qualifications

• Bachelor’s degree in engineering, Physics, Computer Science, or a related technical discipline.
• 7+ years of experience in Applications Engineering, Technical Support, Product Engineering, Systems Engineering, or related technical functions.
• 3+ years of people leadership experience.
• Strong problem-solving and analytical skills.
• Excellent communication and customer-facing presentation abilities.
• Experience leading technical teams in manufacturing, instrumentation, industrial technology, or related environment.
• Must live reasonable commuting distance from our Boxborough, MA office. Role is hybrid, requiring 50% of time in-office.
• Ability to travel up to 20%.

Responsibilities

• Lead, coach, and develop a team of Application Engineers and Technical Support professionals. Establish team priorities, workload management, and performance expectations.
• Collaborate with Sales, Marketing, Product Management, Engineering, Quality, and Operations to solve customer challenges and support business growth.
• Provide strong technical leadership and act as internal consultant across functions to address customer needs and inform product roadmap.

Skills

Team leadership

Customer-facing communication

Problem solving

Cross-functional collaboration

Technical leadership

Travel up to 20%

Education

Bachelor’s degree in engineering/physics/computer science

Tools

CRM

Case management systems

Knowledge management systems

Job description

Gems Setra, part of Ralliant, seeks a Manager of Application Engineering to lead a team delivering world-class technical support and customer solutions across our product portfolio. You will bridge customers with Sales, Product Management, Engineering, and Operations to ensure exceptional experience while driving continuous improvement in support processes.

The role develops talent, establishes best practices, and aligns the function with strategic objectives.