Support Engineering Manager - Frederick, MD

ROHDE & SCHWARZ GmbH & Co. KG; Maryland; On-site; USD 120,000 - 165,000; Full time

Job summary

ROHDE & SCHWARZ GmbH & Co. KG is seeking a leader to oversee a high-performing Support Engineering team responsible for remote technical support and ensuring contractual KPIs and SLAs are met.

The role involves hands-on troubleshooting, escalation handling for complex issues, and collaboration with Product Engineering, R&D, Quality, Manufacturing and Field Service to drive corrective actions and continuous improvement.

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.