Support Engineering Manager - Frederick, MD

ROHDE & SCHWARZ GmbH & Co. KG; Frederick (MD); On-site; USD 110,000 - 170,000; Full time

Job summary

ROHDE & SCHWARZ GmbH & Co. KG in Frederick, MD is seeking a Senior Support Engineering Lead to build and manage a high-performing team delivering remote technical support to customers.

You will oversee daily engineering support operations, ensure requests meet KPIs and SLAs, and serve as the escalation point for complex issues with hands-on troubleshooting. Partner with Product Engineering, R&D, Quality and Field Service to resolve product issues, implement test procedures, and report on

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.

Job description

• 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.