Senior Manager, Professional Services in Portland at Curtiss-Wright

Date Posted: 4/24/2022

Job Snapshot

Job Description

Pacific Star Communications, a Curtiss-Wright company, designs, manufactures and integrates hardware and software systems that enable rapid deployment of enterprise-class communications anywhere in the world. Intuitive and wizard-based, IQ-Core Software simplifies setup and enables management of these complex deployed networks by users with limited training. Our systems are used in mission-critical environments including military and disaster recovery - that demand the highest possible levels of quality.

Our Senior Manager, Professional Services is a working manager who brings a blend of technical know-how and a proven track record of building and growing customer-focused post-sales engineering teams. Your networking, IT security (PKI, VPN tunnels, etc), and firewall experience, combined with your willingness to occasionally roll up your sleeves and get into the technical trenches sets you apart. To successfully lead and grow our Professional Services team, you must truly understand, embrace, and deliver on our core values of quality products, outstanding customer service, and teamwork.

You'll lead a responsive and knowledgeable systems engineering team that supports field sales staff by providing upfront engineering design that meets customer requirements, new product sales engineering support, and deployment and training management for customer deployments in the US and worldwide. You will ensure that our Professional Services team provides all the technical documentation and project information, implementation and training planning, system installation, and technical support necessary to land and deliver on service contracts. By implementing and maintaining our Quality Assurance program you will ensure all client proposals are correct, complete, and meet our clients' stated needs.

Your Challenge:

  • Responsible for the continual development of standard operational procedures
  • Lead the development of project scope, pricing, and preparing proposal opportunities
  • Serve as a focal point regarding the impact of deploying new products and services on technical operations, including installation process, customer service integration, training, performance evaluation and budget
  • Develop go-to-market strategy for Professional Services; prioritize and "productize" services offerings into discrete packages that can be marketed to multiple accounts with specific needs or within specific verticals
  • Participate in business development activities including pre-sales meetings
  • Participate in Hardware and Software design and roadmap meetings
  • Partner with other departments including, but not limited to marketing, engineering, training, and customer service to insure successful product and services roll-out, integration and continued quality of service for customers
  • Manage customer-paid integration services, system/solution deployments, and customer training
  • Oversee complex system integration for systems delivered worldwide. Work with Product Development on the design of systems using both COTS and proprietary hardware, software, and network designs. Development and management of support options and processes
  • Direct assembly and management of demo equipment
  • Direct development of technical sales materials, demos and presentations
  • Develop processes, team, and infrastructure required to grow this business
  • Develop training materials and programs; manage customer interaction in the delivery of these training programs.
  • Oversee engineering team on the deployment of these systems in global environments
  • Design and oversee Phone/Field support
  • Develop support systems and materials including FAQ, Web Site, Technical Bulletins, etc.
  • Provide tracking and reporting statistics for RMA Program
  • Ensure that equipment is repaired or replaced, and returned to the customer in a timely manner.
  • Provide leadership, employee development, coaching, and mentorship to the professional services team
  • Drive overall architecture of service products for external and internal customers
  • Ensure, and create as needed, processes and practices to ensure reproducible service delivery and high quality, while keeping costs under control
  • Manage service delivery schedules and resources, ensuring consistent and profitable delivery

Your Expertise:

  • Strong decision-making ability and willingness to support changing department initiatives
  • Strong grasp of project costing
  • Strong customer-facing experience; demonstrated ability to work with sales to help close business is a plus
  • Strong demonstrated project scoping skills; experience working with is a plus
  • Must understand technical issues, but is also a "big picture" thinker who looks for ways to improve and grow the product support operations
  • Strong technical background in networking, telecommunications, contact center operations, or eCommerce
  • Demonstrated experience leading technical teams
  • Excellent skills in developing and managing systems integration, online system support, customer support
  • Master's degree in Business Administration, Computer Technology, Computer Science or related field, or relevant experience required
  • Experience with IT, networking, voice, and security systems design required
  • Experience with enterprise networking equipment such as routers, switches, and firewalls.
  • Experience with voice systems such as PBX, voice mail, VoIP
  • Experience with wireless transmission equipment and standards including Wi-Fi, LTE, and Satellite
  • Experience with network management software and project management software
  • Extensive experience in managing commercial/enterprise/military IT and communications services businesses, including extensive customer interfacing and customer project management

This position may require exposure to information that is subject to US export control regulations, i.e. the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR). All applicants must be U.S. persons within the meaning of U.S. regulations.

Curtiss-Wright values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request. #LI-LR 



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