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Service Engineering Manager

Company: 180 Engineering
Location: Mountain View
Posted on: January 13, 2022

Job Description:

Service Engineering Manager (Direct Hire)

Mountain View, CA

Job Requisition: 6612

Description for Service Engineering Manager:
As the Service Engineering Manager, you will be responsible for developing and empowering the Service Engineering team by building a productive and high performing engineering culture. You will ensure your team is addressing, escalating, and resolving issues properly based on defined procedures and improving those procedures where needed. You will also be responsible for growing the team, working to hire for both technical and leadership positions within the team as well as providing advice for field service. This will include technical support as well as process improvement.

Responsibilities for Service Engineering Manager:
Identifying faults and rectifying them in a timely manner to avoid any major problems in the future
Providing detailed reports and analyses of issues to the team and executives
Providing direct on-site contact with key accounts if needed and addressing any issues
Providing support to other Service Engineers and tech departments
Define the US Service Engineering Roadmap, focusing on efficiency and effectiveness for the company and aligning with the company's other locations
Build the Service Engineering team, keeping team members engaged and focused; Run regular meetings (1-on-1s, follow-ups, etc) to mentor team members and encourage their commitment and motivation
Set up the Service Engineering laboratory to ensure effectiveness for issue investigations
Keep company executive teams informed on key on-field issues and statuses
Establish trusting relationships with management teams and all team members
Set up proper reporting tools and procedures to track integrated support issues for main stakeholders
Work closely with the Customer Service team to ensure the company provides excellent customer support
Ensure processes are established and that KPIs and SLAs are set, monitored, and shared with the team so that delivery can be effectively measured

Requirements for Service Engineering Manager:
Bachelors' Degree in a technical field such as Computer Science, Electrical Engineering, or similar
Minimum 8 years hands-on experience in the service/support business, with at least 3 years in a management role with direct reports
Experience in distributed embedded, Cloud, and Mobile systems
Data-driven with strong analytical skills; Skilled in scripting languages such as Python and SQL
Ability to explain complex findings easily to non-technical audiences
Leadership experience in mentoring and developing teams, including remote positions
Excellent oral and written communication and presentation skills
Experience working in a fast-paced and continuously changing environment
Ability to represent the company in front of customers or partners, building trustworthy relationships

Desired for Service Engineering Manager:
Experience in the EV domain
Experience in IoT/M2M platforms
Experience with power electronics
Experience with electronics testing / backend / IOS & Android testing
Proficiency with programming languages, specifically Python or any Object-Oriented Language
Experience with MySQL / Snowflake
Knowledge of the Spanish language is a plus

Keywords: 180 Engineering, Mountain View , Service Engineering Manager, Engineering , Mountain View, California

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