Support Engineering Manager - Frederick, MD

Recently named by Newsweek as one of the Best American Mid-Sized Workplaces in 2026, Rohde & Schwarz is seeking an experienced Engineering Manager based out of our Frederick, MD facility. This position is in our Service Organization and will lead our Support Engineering team supporting our growing business. This leadership role is responsible for managing a team of highly skilled support engineers who provide remote technical support for mission-critical systems while ensuring customer issues are resolved within contractual service level agreements.

In addition to leading the support engineering organization, this position will establish and oversee engineering test processes for returned defective parts, develop standardized failure analysis procedures, and define the laboratory equipment and test infrastructure required to support product investigations. The successful candidate will serve as the technical leader for complex customer escalations and work closely with Program Management, Engineering, Field Service, and Business Partners to continuously improve service delivery and product reliability.

• 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.

• Bachelor's degree in Electrical Engineering, Mechanical Engineering, Computer Engineering, or a related technical discipline.
• 7+ years of engineering experience, including technical support, systems engineering, product engineering, or a related field.
• 3+ years of leadership experience managing technical or engineering teams.
• Experience in RF, communications and Network/IP
• Strong troubleshooting and root cause analysis skills involving complex hardware, software, and integrated systems.
• Experience developing engineering test plans, diagnostic procedures, and laboratory testing environments.
• Demonstrated ability to manage customer escalations and communicate effectively with both technical and executive stakeholders.
• Excellent leadership, coaching, and organizational skills with a focus on developing high-performing teams.
• Experience working in cross-functional environments with Engineering, Quality, Manufacturing, and Customer Support organizations.
• Strong analytical, problem-solving, and project management capabilities.
• Ability to travel throughout the United States, Canada, and Europe, up to 30%.
• Define laboratory requirements, test equipment, fixtures, and diagnostic tools necessary to support incoming inspection and engineering investigations.
• Establish standardized root cause analysis processes that improve troubleshooting efficiency, product quality, and overall service delivery.
• Collaborate closely with Business Partners, Program Management, Systems/Test Engineering, Quality, Manufacturing, and Field Service organizations to ensure successful execution of customer support activities.
• Lead the development and maintenance of technical documentation, troubleshooting guides, knowledge articles, and engineering procedures
• In order to be considered, candidates must reside in the U.S. and be a U.S. citizen or permanent resident able to obtain an interim or final suitability determination, subject to completion and…