Lead Support Engineering Manager for Mission-Critical Systems

Rohde & Schwarz

Maryland

On-site

USD 90,000 - 150,000

Full time

14 days+

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Job summary

Rohde & Schwarz in Frederick, MD seeks an Engineering Manager to lead the Support Engineering team. You will guide remote technical support for mission-critical systems, establish test procedures for returned parts, and set up lab equipment and failure analysis workflows to back investigations.

The role requires coordinating with PM, Engineering, Field Service and Partners to improve service delivery and product reliability. Willingness to travel up to 30% across US/Canada/Europe is expected.

Qualifications

Bachelor's degree in Electrical Engineering, Mechanical Engineering, Computer Engineering, or a related technical discipline.
7+ years of engineering experience, including technical support, systems engineering, product engineering, or a related field.
3+ years of leadership experience managing technical or engineering teams.
Experience in RF, communications and Network/IP.
Strong troubleshooting and root cause analysis skills involving complex hardware, software, and integrated systems.
Experience developing engineering test plans, diagnostic procedures, and laboratory testing environments.
Demonstrated ability to manage customer escalations and communicate effectively with both technical and executive stakeholders.
Excellent leadership, coaching, and organizational skills with a focus on developing high-performing teams.
Experience working in cross-functional environments with Engineering, Quality, Manufacturing, and Customer Support organizations.
Strong analytical, problem-solving, and project management capabilities.
Ability to travel throughout the United States, Canada, and Europe, up to 30%.
Define laboratory requirements, test equipment, fixtures, and diagnostic tools necessary to support incoming inspection and engineering investigations.
Establish standardized root cause analysis processes that improve troubleshooting efficiency, product quality, and overall service delivery.
Collaborate closely with Business Partners, Program Management, Systems/Test Engineering, Quality, Manufacturing, and Field Service organizations to ensure successful execution of customer support activities.
Lead the development and maintenance of technical documentation, troubleshooting guides, knowledge articles, and engineering procedures
In order to be considered, candidates must reside in the U.S. and be a U.S. citizen or permanent resident able to obtain an interim or final suitability determination, subject to completion and favorable adjudication of the required background investigation.

Responsibilities

Lead and develop a high-performing Support Engineering team responsible for providing remote technical support.
Manage daily engineering support operations, ensuring customer support requests are resolved within contractual KPIs and service level agreements.
Serve as the technical escalation point for complex customer issues by providing hands-on troubleshooting, technical guidance, and timely resolution of critical system issues.
Design, implement, and continuously improve engineering test procedures for the evaluation and failure analysis of defective customer-returned components.
Monitor engineering performance through KPIs and drive continuous improvement initiatives focused on customer satisfaction, support responsiveness, and operational efficiency.
Prepare and present regular status reports on engineering activities, customer escalations, project progress, and support metrics to Program Management and Service Leadership.
Partner closely with Product Engineering, R&D, Quality, Manufacturing, and Field Service teams to resolve product issues and drive corrective actions.