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Support Engineering Manager - Frederick, MD
Job in
Glen Burnie, Anne Arundel County, Maryland, 21060, USA
Listed on 2026-09-04
Listing for:
ROHDE & SCHWARZ GmbH & Co. KG
Full Time
position Listed on 2026-09-04
Job specializations:
-
Engineering
Technical Support, Systems Engineer -
IT/Tech
Technical Support, Systems Engineer
Job Description & How to Apply Below
- 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.
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