Manager, Technical Support

Saab is seeking a Manager, Technical Support Engineering to provide leadership, vision, and direction for the Technical Support team at our Syracuse, New York, facility. The Manager will drive effective and efficient remote and on-site support of Saab systems around the world. The ideal candidate must be highly motivated and have significant experience leading teams in a technical environment.

Responsibilities include, but are not limited to:

• Building and improving the current customer support systems and processes, increasing efficiency, and planning for the future growth and support of Saab's customer base.

• Managing a team of technical support engineers who assist our customers.

• Hiring and training new employees while coaching and developing your existing team.

• Fostering a strong culture of collaboration and customer empathy in your team.

• Understanding customer roadblocks and pain points and advocating with product management and engineering teams to enhance the customer experience.

• Using data to identify and drive improvements.

• Managing the day-to-day operations of a team, ensuring high productivity, efficiency, and employee satisfaction.

• Collaborating with other customer facing teams to ensure that your group is meeting the needs of customers, proactively addressing issues as they arise, and managing customer escalations when things sometimes go wrong.

• Delivering quality service in response to customer requests in a timely and professional manner.

• Providing best practices guidance and support for architecting and building customer-specific solutions.

• Coordinating enhancement and feature requests with product and engineering teams.

• Coordinating with Program Managers on prioritization of team activities.

The compensation range provided is a general guideline. When extending an offer, Saab, Inc. considers factors including (but not limited to) the role and associated responsibilities, location, and market and business considerations, as well as the candidate's work experience, key skills, and education/training.

• Bachelor's degree in Engineering or related discipline.

• 5+ years of managing direct reports.

• Proven experience working with electronics systems.

• Experience directing/ influencing technical support teams to meet customer expectations and drive results.

• Must be comfortable leading/managing a team with 24/7 responsibilities and managing a remote workforce.

• Lead effective engagement in customer interface; ability to effectively present results/content to internal and external customers.

• Demonstrated problem solving and critical thinking skills.

• Strong oral and written communication skills.

• Must hold or be able to obtain U.S. DoD security clearance.

Citizenship Requirements:

Must be a U.S. citizen, Permanent Resident (green card holder), or protected individual as defined by 8 U.S.C. 1324b(a)(3).

Drug-Free Workplaces:

Saab is a federal government contractor and adheres to policies and programs necessary for sustaining drug-free workplaces. As a condition of employment, candidates will be required to pass a pre-employment drug screen.

Saab provides an excellent working environment offering professional growth opportunities, competitive wages, work-life balance, business-casual atmosphere and comprehensive benefits:

• Medical, vision and dental insurance for employees and dependents

• Paid time off including: minimum of 3 weeks vacation, 5 floating holidays, 8 designated holidays, parental leave, personal illness, bereavement, jury duty, long-term and short-term disability

• 401(k) with immediate vesting on employer match

• Tuition assistance

• Student loan assistance

• Wellness account, Care.com subscription and employee assistance programs

• Employee stock purchase program with employer match

Saab is a leading defense and security company with an enduring mission, to help nations keep their people and society safe. Empowered by its 19,000 talented people, Saab constantly pushes the boundaries of technology to create a safer, more sustainable and more equitable world. In the U.S., Saab delivers advanced technology and systems, supporting the U.S. Armed Forces and the Federal Aviation Administration, as well as international and commercial partners. Headquartered in Syracuse, New York, the company has business units and local employees in eight U.S. locations.

Saab is a company where we see diversity as an asset and offer unlimited opportunities for advancing in your career. We are also a company that respects each person's needs and encourage employees to lead a balanced, rewarding life beyond work. Saab values diversity and is an Equal Opportunity/ Affirmative Action employer. All qualified individuals are encouraged to apply and will be considered for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, age, veteran, disability status, or any other federal, state, or locally protected category.