Sr. Manager, Professional Services

NEKLO LLC; Timonium (MD); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Benefits included

Job summary

AiRISTA seeks a Sr. Manager, Professional Services to lead a team of engineers delivering RTLS solutions.

You will deploy software/hardware in customer environments and provide Tier 2 technical support for existing accounts, coordinating closely with Sales, Product Management and R&D. You will oversee documentation, reporting, and QA across deployments, ensuring timely project execution and robust customer guidance.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, or related field.
• 5+ years in the technology field with networking, software deployment, and customer implementation.
• 3-5 years of management experience leading a team of at least 5 field support engineers.
• PM, Scrum Master and CWNA/CWSP/WCNA certifications desirable.

Responsibilities

• Serve as technical program manager for all customer projects (approx. 20-30 / year).
• Manage and develop contractor ecosystem for scalable services globally.
• Become an expert on AiRISTA hardware and software solutions, deploying and troubleshooting in customer environments.
• Advise customers on configuring AiRISTA solutions for maximum ROI.
• Lead Tier 2 support and assist Tier 3 with data collection and log reports to accelerate resolution.
• Conduct product QA activities and evaluate new versions.
• Help define customer use cases and create test setups for QA.
• Improve Tier 2 and deployment processes and documentation.
• Support live product demonstrations using demo server or Center of Excellence.

Skills

Program/Project Management

Technical Leadership

Networking

IoT/RTLS knowledge

Customer Deployment

Data analysis

MS Office

Project management software

Education

Bachelor's degree in Engineering

Tools

MS Office

Project management software

Job description

On behalf of our client, AiRISTA, we are looking for a Sr. Manager, Professional Services for a full-time, direct-hire position within their team.

Job Location:

Max 1 flight away from BWI, with the ability to travel up to 25% of the time. Preferably within driving distance of our headquarters in Timonium, MD.

Job Type:

Full-time, with benefits included.

About AiRISTA:

AiRISTA develops Real-Time Location System (RTLS) solutions that combine software, hardware, wireless technologies, and analytics to help organizations monitor and manage assets, people, and workflows.

Position Overview:

As the leader of Professional Services at AiRISTA, you will be responsible for deploying our solutions to customers and providing Tier 2 technical support for existing accounts. Your team of engineers (4-8 FTE) will serve as the primary technical point of contact for both internal and external stakeholders, ensuring timely and successful project execution. Additionally, you will oversee comprehensive documentation and reporting throughout and after the service period.

In this role you will report to the Chief Operating Officer or Chief Executive Officer and collaborate closely with Sales, Product Management and R&D.

Key Responsibilities:

• Program/Project Management: Serve as the technical program manager for all customer projects (approx. 20-30 / year), ensuring all documentation, reporting, and project schedules are current and complete. Typical documents include POV, SOW, on-site visit preparation, as-built, test and conclusion reports.
• Contracting services: Manage and develop our contractor ecosystem, enabling scalable professional services globally
• Technical Expertise: Become an expert on AiRISTA’s software and hardware solutions, deploying and troubleshooting them in customer environments.
• Customer Guidance: Advise customers on configuring AiRISTA solutions to maximize system performance and ROI for their specific use cases.
• Support: Lead the Tier 2 and assist the Tier 3 support teams by providing technical expertise, coordinating customer meetings, collecting data, and creating log reports to facilitate faster issue resolution.
• Quality Assurance: Independently conduct product quality assurance activities to enhance the platform and evaluate new products and version releases.
• Use Case Definition: Help define customer/application use cases and create test setups for quality assurance activities.
• Documentation and Process Improvement: Assess, improve and solidify our Tier 2 and project deployment processes and documentation.
• Product Demonstrations: Support live product demonstrations for customers using our demo server and/or our Center of Excellence.

Preferred Requirements & Skills:

• Education: Bachelor’s degree in Engineering, Computer Science, or a related field.

Experience:

• min 5 years in the technology field, with experience in networking, software deployment, and customer implementation. Proficiency in networking and routing, protocol analysis, firewall and server setup, and network troubleshooting of live data traffic.
• 3-5 years of management experience leading a team of min 5 (field) support engineers
• 2-5 years of implementation of IoT and/or RTLS solutions
• Technical Certifications: Project Management, Scrum master and CWNA, CWSP, and WCNA certifications are highly desirable.
• Communication: Ability to work independently and provide comprehensive status updates to key stakeholders.
• Problem-Solving: Strong critical thinking, reasoning, and problem-solving skills.
• Software Proficiency: Experienced with MS Office and project management software.