Jobs and Careers

Senior Manager, Technical Customer Support

United Statesfull_timeVerifiedPosted 21 Jan 2025

💰 $165,000/yr($120,000/yr – $165,000/yr)

About the role

Intellisense Systems, Inc. innovates what seemed impossible.  We are a fast-growing Southern California technology innovator that solves tough, mission-critical challenges for our customers in the aerospace and defense markets.  We design, develop, and manufacture advanced products for ground, maritime, and airborne applications.  Our products have been deployed in every extreme environment on Earth!

We are seeking an experienced Senior Manager, Technical Customer Support to lead the customer support and sustaining efforts for advanced military electronics, sensor systems, and rugged displays within the Operations Department. This role requires a high-caliber leader capable of driving the successful support and sustainment for our customers.

The ideal candidate will possess a strong technical foundation, exceptional leadership qualities, and a proven track record in supporting customers in both government and commercial sectors.

Key Leadership Responsibilities:

Technical Customer Care Management: Lead the launch of Intellisense’s new customer care organization to oversee technical support for all released products. This includes establishing the support framework and processes to efficiently manage customer inquiries, technical issues, and follow-up to meet and exceed customer expectations during the sustainment phase of the product lifecycle.
Operational Excellence: Identify, monitor, and report on key performance metrics with respect to customer support and sustainment execution monthly. Identify opportunities and solutions for improvement in these areas to foster a culture of accountability and continuous improvement.
Customer and Stakeholder Engagement: Represent production program management for key government and military customers, ensuring strong relationships and alignment with program objectives.
Product Sustainment Champion: Recommend improvements to product design, manufacturing, and/or quality improvements based on product issue trends and opportunities.

Technical Customer Care Responsibilities:

Establish and optimize customer-facing support operations to include customer support documentation, communications channels such as email, phone, and/or online support, trouble ticket tracking and management, and customer satisfaction data.
Provide technical support for all Intellisense products
Collaborate with engineering, product development, and business development t address complex technical issues and incorporate customer feedback into future product iterations
Implement, maintain, and optimize customer support workflow tools such as ServiceCloud, Microsoft Dynamics, and Zoom Power Pack to provide efficient and data-driven support operations.
Execute Contractor Logistics Support (CLS) efforts for key customers and product lines to include, but not limited to, preparing technical and cost volumes for CLS RFPs, planning and supporting logistics and staffing to meet CLS contractual requirements, and managing all aspects of CLS program requirements.
Define and maintain database of standard customer support documentation for each product line, in partnership with Product Managers, FAEs, and other stakeholders, that provides adequate instruction, reference, and training material for internal customer support representatives, as well as for externals customers.
Establish, maintain, and ana