Lead Support Engineer

Fotokite develops autonomous, high-endurance tethered unmanned aerial systems to help firefighters and public safety teams save lives.

Fotokite systems allow first responders to quickly and easily gain situational awareness after arriving at emergency scenes : our autonomous one-touch launch / land system makes operation simple and safe;

the dual color and thermal camera payload provides situational awareness from the system's aerial perspective; and actively tethered flight means the system can be flown without a certified pilot and can be left flying for as long as the situation requires.

The Lead Support Engineer leads the external product support operations team for Fotokite US LLC and manages the internal support functions required to maintain the readiness and operational capability of Fotokite systems.

Ensures best-in-class service to our growing customer base and makes certain that customers are supported in a manner that helps them develop the confidence to seamlessly integrate this unique tool into their daily routine.

Leadership duties include product support, operations on-site installations, maintaining the sales enablement unit fleet and testing of development systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leads customer facing support activities to drive overall customer satisfaction, execution of industry leading product features and benefits, and overall fleet uptime.
• Develops a deep technical understanding of the Fotokite product to fully understand its capabilities, troubleshoot systems, and execute world class customer support.
• Leads internal North American operations team responsible for final assembly and testing of all delivered products including the final setup and configuration of the transport cases and worldwide manufacturing of the rooftop box.
• Leads customer facing external and internal support operations for Fotokite products by developing and managing support and operations tools, processes, and people, and when necessary, providing direct, on-site customer support.
• Builds, trains, mentors, and retains the Fotokite Boulder Support and Operations team by providing superb managerial guidance in line with company culture and expectations.
• Contributes to the implementation and continued development and expansion of the company's customer training database (Fotokite Academy) in order to guarantee customer access to valuable diagnostic tools and solutions 24 / 7, thereby reducing ticket generation numbers and closure times.
• Develops and delivers technical analyses required to provide the best customer experience possible thereby meeting or exceeding Service Level Agreements, stimulating customer retention, and generating additional opportunities.
• Contributes to the content and implementation of Fotokite training processes and operator manual documents.
• Contributes "voice of the customer" data using actionable data and analytics to communicate a nuanced understanding of our customers to Fotokite's various internal teams.
• Collaborates with the Product Management team to define, implement, and facilitate on-going data gathering and reporting that directly impacts the product development cycle;

assists in translating into actionable continuous improvement initiatives in the development and operations ecosystem.

• Develops, monitors and summarizes customer satisfaction, support, and other related metrics to management along with proactive recommendations to improve customer support
• Maintains an accurate inventory database for customer support related parts and systems.
• Leads non-standard work orchestration and execution.
• Performs other duties as assigned.

EDUCATION / QUALIFICATIONS

• Bachelor's Degree in Electrical Engineering, Computer Science, Robotics or any related technical field.
• Minimum of 5 years of engineering, technical support, or technical account management experience.
• Demonstrated experience supporting and troubleshooting deployed hardware systems - prior experience with robotics, drones, UAS or UAV systems is a plus.
• Demonstrated experience with help desk / ticketing software, related reporting metrics, and service / maintenance / bring-up of electronic devices and / or robotics systems.
• Ability to effectively lead teams by using exemplary communication skills and focused attention to reaching team goals.
• Level of comfort with executing tests with specialized fixtures and equipment, troubleshooting and reworking electronics or other complex mechanical assemblies.
• Demonstrated experience with computer networking, Linux, small-scale manufacturing or product assembly is a plus.
• Hands-on experience with robotics, drones, UAS or UAV systems is a plus.
• Experience with firefighting / public safety is a plus.
• Familiarity in applying quality tools such as Failure Modes Effect Analysis(FMEA), Production Part Approval Process(PPAP), 8D Problem-Solving, Root Cause Analysis is a plus.
• Excellent analytical, time-management and verbal / written communications skills.
• Ability to travel on a regular basis.

COMPENSATION AND BENEFITS

• Gross yearly salary range of $90,000 - $110,000 (salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data).
• This position includes a benefits package including paid holidays; paid time off; short-term and long-term disability; and paid parental leave.

Medical / dental / vision insurance eligibility is dependent on the number of hours worked per week.

We require that applicants already have permission to work in the US. We will not sponsor work-related visas now or in the future.

Please include both a resume and cover letter. We are looking forward to hearing from you!

Fotokite US LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, sexual orientation and expression, age, marital status, disability, religion, national origin, military service, arrest / conviction record, victims of domestic violence, and genetics.