MANAGER, FIELD SUPPORT REPRESENTATIVE TEAM

Saronic Technologies is a leader in revolutionizing defense autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations for the Department of Defense (DoD) through autonomous and intelligent platforms.

Position Overview : We are seeking a highly skilled and motivated Field Service Representative (FSR) Manager to lead our team of FSRs in supporting the deployment, operation, and maintenance of our autonomous surface vessels for the Department of Defense.

The FSR Manager will play a critical role in ensuring the successful implementation and ongoing support of our ASV systems, working closely with both internal teams and external stakeholders to deliver exceptional service and support.

Key Responsibilities

• Team Leadership : Lead and manage a team of Field Service Representatives, providing guidance, training, and support to ensure the highest levels of performance and customer satisfaction.
• Deployment Support : Oversee the deployment of ASV systems to customer sites, coordinating logistics, installation, and initial setup to ensure a smooth and successful deployment process.
• Technical Support : Serve as the primary point of contact for technical support escalations, troubleshooting complex issues, and providing timely resolution to ensure uninterrupted operation of ASV systems.
• Customer Engagement : Build and maintain strong relationships with customers and key stakeholders, acting as a trusted advisor and advocate for their needs while representing the company's interests.
• Documentation and Reporting : Develop and maintain comprehensive documentation, including installation guides, troubleshooting procedures, and service records, and provide regular reports to management on service activities, performance metrics, and customer feedback.
• Continuous Improvement : Identify opportunities for process improvements, service enhancements, and product developments based on customer feedback and field observations, working closely with cross-functional teams to drive continuous improvement initiatives.
• Training and Development : Develop and deliver training programs for internal teams and external partners to ensure proficiency in ASV operation, maintenance, and support activities.

Qualifications

• Bachelor's degree in engineering, computer science, or related field; advanced degree preferred.
• 5+ years of experience in technical support, field service, or related roles, preferably in the defense or maritime industry.
• Demonstrated leadership experience, with a track record of successfully managing teams and delivering results in a fast-paced, dynamic environment.
• Strong technical aptitude and problem-solving skills, with the ability to troubleshoot complex systems and communicate technical concepts effectively to non-technical audiences.
• Excellent interpersonal and communication skills, with the ability to build rapport and establish credibility with customers and stakeholders at all levels.
• Willingness to travel frequently to customer sites, both domestically and internationally, as required.

Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.