Support Engineering Lead: Escalations, KPIs & Impact

Rohde & Schwarz (China) Technology Co., Ltd.; Frederick, Northern (MD, KY); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Rohde & Schwarz (China) Technology Co., Ltd. in Frederick, MD is seeking a leader to build and guide a high-performing Support Engineering team responsible for remote technical support.

The role focuses on managing daily operations, meeting KPIs and SLAs, and acting as the escalation point for complex issues with hands-on troubleshooting. You will collaborate with product, R&D, quality, manufacturing, and field service to drive improvements and report on performance to management.

Qualifications

• Proven experience leading a high-performing support engineering team.
• Strong ability to manage operations against KPIs and SLAs.
• Hands-on troubleshooting and escalation leadership.
• Experience designing test procedures for component failures and returns.
• Ability to collaborate with Product Engineering, Quality and Manufacturing.

Responsibilities

• Lead and manage daily engineering support operations.
• Resolve customer support requests within contractual KPIs and SLAs.
• Act as escalation point for complex issues with hands-on troubleshooting.
• Design and improve engineering test procedures for evaluating defective returned components.
• Monitor KPIs and drive continuous improvement for customer satisfaction and efficiency.
• Prepare status reports on engineering activities, escalations, project progress, and support metrics.
• Collaborate with Product Engineering, R&D, Quality, Manufacturing and Field Service to resolve product issues and drive corrective actions.

Job description

Rohde & Schwarz (China) Technology Co., Ltd. in Frederick, MD is seeking a leader to build and guide a high-performing Support Engineering team responsible for remote technical support.

The role focuses on managing daily operations, meeting KPIs and SLAs, and acting as the escalation point for complex issues with hands-on troubleshooting. You will collaborate with product, R&D, quality, manufacturing, and field service to drive improvements and report on performance to management.