Oversees the day-to-day work of technical support specialists engaged in engineering activities including design, test, check-out, modification, fabrication and/or assembly of prototype products.
- Provides direction to technicians in the application of process, procedures, and troublshooting/repair of complex instruments or testing equipment. - Ensures resources maintain compliance with quality process and standards. - Establishes and maintains lines of communication with engineering and software development on design, reliability and maintenance issues; reports trends, identifies urgent crises and recommends solutions to complex issues. - Manages and champions trainings to improve technical knowledge of the support team; ensures technicians are properly trained and able to provide accurate and responsive solutions. - Acts as an escallation point to analyze and interpret test information to resolve complex design-related problems. - Estimates timeframes for complex projects and oversees the completion of assignments within specified time, quality, and cost parameters. - Identifies process improvement and verification activities; develops and applies technical and quality improvement techniques.
- Associate Degree. - 8+ years of experience. Prior supervisory or management experience preferred. Background in technical support preferred. - Demonstrates strong customer service and communication skills.