Customer Support Engineering Manager

Customer Support Engineering Manager

Circuit Check is a high-energy, market-leading provider of automated test systems and test fixtures for complex electronic products across the automotive, military/aerospace, medical, industrial, energy, and computer networking industries. At Circuit Check, we believe that innovation is a must, and that a challenging, cutting-edge environment where the work is consistently new is the best way to foster creativity. Our design staff includes electrical, software, mechanical engineers, and project managers.

Our systems are supported by teams throughout the United States, Canada, Mexico, Europe, Malaysia, and China. If you're ready to build your career in a fast-paced, technology-driven organization where our test designs impact products used by millions of people around the world every day, we invite you to join us.

When a customer's test system goes down, production stops and the clock starts running. You're the person they call — and the person who makes it right.

As our Customer Support Engineering Manager, you'll lead the team that stands behind a 50-year installed base of advanced electronic test systems, owning the customer experience from the first urgent call all the way through to resolution. Just as importantly, you'll turn that hard-won trust into a business: building and commercializing a subscription-based portfolio of maintenance, analytics, and cybersecurity services that keeps our customers running and builds a durable recurring-revenue stream for Circuit Check.

Our solutions serve customers across medical, industrial controls, automotive, cloud computing, and other electronic applications.

This is a role with real range. One hour you're calming a customer whose line is stopped and marshaling engineering to a fix; the next you're pricing a new service package, sitting with an account team, or planning the next hire on your team. If you're energized rather than rattled by that variety, keep reading.

This role is built for a specific kind of person. You'll thrive here if this sounds like you:

• You're calm when everything is on fire. You can take a customer's worst day — systems down, tempers high — and be the steady, credible voice on the other end of the line.
• You're technical enough to be taken seriously. You don't need to design the fix yourself, but you can speak the language, understand the problem, and earn the trust of both engineers and customers.
• You get things done across an organization you don't control. You know how to drive engineering, service, quality, and operations toward a resolution through influence, urgency, and follow-through — not just authority.
• You're genuinely flexible and thrive in frantic, fast-shifting environments. You can move from a crisis call to a pricing model to a hiring plan without losing the thread.
• You think commercially. You see a support relationship not just as a problem to close, but as value to build — and revenue to grow.

Customer Issue Leadership & Resolution

• Act as the central point of accountability for customer-reported problems, coordinating diagnosis, prioritization, and resolution across engineering, service, and product teams
• Deploy and manage field service technicians globally to perform both warranty and paid service work, ensuring timely, professional on-site and remote support
• Maintain transparent, proactive communication with customers throughout the issue lifecycle — status updates, root-cause explanations, and corrective action plans
• Lead escalations with engineering, quality, and operations to ensure rapid containment and long-term corrective action
• Capture learnings from issues to improve product reliability, enhance service offerings, and strengthen the value of our subscriptions.

Product Ownership & Strategy

• Define and evolve the aftermarket service portfolio, with a focus on subscriptions for maintenance, analytics, and cybersecurity
• Develop business cases for new services, including pricing, packaging, and go-to-market strategy
• Lead integration of analytics tools (e.g., WATS) and cybersecurity offerings (e.g., Isolated Networks, Test Partner dashboard) into service offerings.

Cross-…