Senior Manager, Technical Customer Support

Intellisense Systems, Inc. innovates what seemed impossible.  We are a fast-growing Southern California technology innovator that solves tough, mission-critical challenges for our customers in the aerospace and defense markets.  We design, develop, and manufacture advanced products for ground, maritime, and airborne applications.  Our products have been deployed in every extreme environment on Earth! 
We are seeking an experienced Senior Manager, Technical Customer Support to lead the customer support and sustaining efforts for advanced military electronics, sensor systems, and rugged displays within the Operations Department. This role requires a high-caliber leader capable of driving the successful support and sustainment for our customers.
The ideal candidate will possess a strong technical foundation, exceptional leadership qualities, and a proven track record in supporting customers in both government and commercial sectors.
Key Leadership Responsibilities:
 

• Technical Customer Care Management: Lead the launch of Intellisense’s new customer care organization to oversee technical support for all released products. This includes establishing the support framework and processes to efficiently manage customer inquiries, technical issues, and follow-up to meet and exceed customer expectations during the sustainment phase of the product lifecycle.
• Operational Excellence: Identify, monitor, and report on key performance metrics with respect to customer support and sustainment execution monthly. Identify opportunities and solutions for improvement in these areas to foster a culture of accountability and continuous improvement.
• Customer and Stakeholder Engagement: Represent production program management for key government and military customers, ensuring strong relationships and alignment with program objectives.
• Product Sustainment Champion: Recommend improvements to product design, manufacturing, and/or quality improvements based on product issue trends and opportunities.

Technical Customer Care Responsibilities:
 

• Establish and optimize customer-facing support operations to include customer support documentation, communications channels such as email, phone, and/or online support, trouble ticket tracking and management, and customer satisfaction data.
• Provide technical support for all Intellisense products
• Collaborate with engineering, product development, and business development t address complex technical issues and incorporate customer feedback into future product iterations
• Implement, maintain, and optimize customer support workflow tools such as ServiceCloud, Microsoft Dynamics, and Zoom Power Pack to provide efficient and data-driven support operations.
• Execute Contractor Logistics Support (CLS) efforts for key customers and product lines to include, but not limited to, preparing technical and cost volumes for CLS RFPs, planning and supporting logistics and staffing to meet CLS contractual requirements, and managing all aspects of CLS program requirements.
• Define and maintain database of standard customer support documentation for each product line, in partnership with Product Managers, FAEs, and other stakeholders, that provides adequate instruction, reference, and training material for internal customer support representatives, as well as for externals customers.
• Establish, maintain, and analyze key customer care metrics that provide insight and actionable data to understand efficiency and efficacy of customer care operations.
• Maintain customer care operations budget to monitor expenses and optimize processes and tools for cost-conscious operation during ramp-up of the group.

Requirements:
Technical Skills:
 

• Bachelor’s degree required.
• 10+ years’ experience in customer support.
• 2+ years’ experience in leadership of a customer support function
• Strong familiarity with government and military contracting processes, compliance requirements, and quality standards.
• The ability to understand technical concepts across a range of fields (mechanical, electrical, and production) to identify and mitigate product risks.
• The ability to contribute high-quality writing related to technical and product overviews, as well as customer sustaining activities for customer facing materials, reports, and proposals.
• Knowledge and execution of a variety of proposal and contract types (FFP, CPFF).
• U.S. Citizenship is required.
  
  • Must be willing and able to obtain a Security Clearance or have an active Secret Security Clearance

People & Communication Skills:
 

• Exceptional leadership and interpersonal skills.
• Excellent communication and negotiation skills, capable of engaging effectively with internal teams, customers, and external partners at all levels.
• Expertise in leading corporate initiatives to effectively implement changes and improvements to processes by working with multi-disciplinary stakeholder groups throughout the company
• Strong organizational and time-management skills to maintain a clear schedule picture of multiple projects simultaneously and to carefully track detailed contract requirements.
• Experience with Microsoft Excel, Word, and PowerPoint.

What You Could Expect:
 

• The freedom to take risks, to innovate, and to be rewarded.
• Partner with trusting leadership that approaches tasks and requests with urgency.
• Deliver products that are continually recognized as industry disruptors.
• Make a positive impact to the growth of production and sustainment programs.

Pay Range:
$120,000-$165,000
However, base salary for this position will vary based on your skills, qualifications, and experience.
Benefits:
 

• 4 Weeks PTO a year (including 40 hours of PTO your first day)
• 10 paid holidays 
• 401(k) with 100% employer matching up to 4% of salary (no vesting period)
• Multiple options for Medical, Vision, Dental Insurance plans
• Health Savings Accounts
• Flexible Spending Accounts 
• Tuition Assistance (30% of Tuition with a minimum grade)
• 100% Paid Employee Assistance Program (EAP)
• 100% Paid Basic Life and AD&D Insurance
• 100% Paid Workers Compensation Insurance
• Voluntary Life Insurance

The unique culture at Intellisense offers the entrepreneurial spirit of a smaller company with the support and expertise of a larger organization. Intellisense hosts the research and development of a wide range of cutting-edge technologies. As such, we are looking for individuals that have a wide breadth of experience while also being subject matter experts in their respective field.
With an immediate 40-hours of paid time off and 100% 401(k) matching up to 4% of your annual salary without a vesting period, we recognize that employees are our greatest resource and that finding the right individuals will make our company even better.
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us by phone at 424-319-7813 or by email at [email protected] 
Unless otherwise stated in the requirements section of an individual job listing, our positions require U.S. Citizenship, U.S. Permanent Residency, or other status as a U.S. Person as defined by 8 USC 1324b(a)(3). We are proud to be an EEO/AA employer M/F/D/V. Intellisense Systems, Inc is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.
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