Technical Support Services Manager

Tampa Microwave is a leading manufacturer and supplier of Manpack & Fly Away satellite terminals designed and built for the expeditionary user community to guarantee communications connectivity in the most austere environments. Tampa Microwave primarily serves Federal and Department of Defense markets.

We are seeking to fill a hands‑on Technical Support Services Manager position located in our Clearwater, FL location. This position reports to the Director of Operations.

Please note – This position is not an IT or desktop support role
. It focuses on hardware‑based technical support specific to Tampa Microwave’s satellite communication systems. However, a strong working knowledge of networking principles is essential to effectively troubleshoot and support our terminals, as issues may involve network configurations, modem connectivity, and bandwidth performance in addition to hardware diagnostics.

• Competitive Salary
• Yearly Incentive Bonus Program
• Generous 401(k) program – up to 5% company contribution and 100% immediate vesting
• PTO and 10 paid holidays per year
• Tuition Reimbursement
• Paid parental leave policy
• Medical/dental/vision insurance for self & eligible family members
• 9/80 Work Schedule (every other Friday off)
• Onsite

• Manage the RMA department ensuring it has necessary test equipment, personnel and capabilities to provide 30‑day turnarounds on warranty returns and 45‑day ARO turnarounds for non‑warranty repairs. Manage RMA team tasks and coordinate with supporting departments as required to achieve TAT metric goals.
• Participate in design reviews and provide feedback regarding operability and maintainability of new products as required.
• Operate Tampa Microwave’s Help Desk by answering phone calls and emails and logging reported problems in the help desk ticket tracking system. Solve Tier 1 (e.g., basic training, assembly, terminal operation, terminal documentation) problems and refer Tier 2 (e.g., complex network configuration and bandwidth issues) and Tier 3 (e.g., potential terminal design defects) issues to Systems Engineering or Design Engineering for resolution.
• Participate in the development and publishing of terminal O&M manuals and other documentation to facilitate the use of our terminals.
• Participate in drafting and publishing Technical Bulletins as required to inform customers of issues affecting the maintenance and repair of our terminals also including End‑of‑Life (EOL) and End‑of‑Support (EOS) documentation for products no longer being produced or supported by Tampa Microwave.
• Maintain professional relationships with customers to ensure good communication and a continuing flow of new and follow‑on business.
• Provide RMA data to TM Engineering, Quality, and Program Management departments as required to support ongoing efforts and programs. Participate in RMA status meetings and provide scheduled updates as requested.
• Develop best practices and tools for RMA project execution and management.
• Complete other tasks assigned by company management as required to support the delivery schedule.
• Coach, mentor, motivate and supervise team members. Influence them to take positive action and accountability for their assigned work. Identify and resolve issues and conflicts within the project team.
• Specify the contents and maintain documents posted on the Technical Support page of the Tampa Microwave website.
• Maintain and operate all hardware and software required to provide X, Ku and Ka bandwidth / network services to Operations and Business Development.
• Manage Systems Test team and work with Operations Manager and Test Manager to identify and manage priorities.

This position carries out supervisory responsibilities in accordance with the organization’s operating policies and applicable laws. Responsibilities include workforce/staffing plans, ensuring staff is performing to expectations, interviewing, hiring, training, and developing employees; planning, assigning, and directing work; preparing performance appraisals, rewarding, and providing for employee discipline when required; addressing complaints and resolving problems. Active mentoring and…