Based out of the Chelmsford, MA USA office, the Lead Support Engineer: Test & Instrumentation is responsible for oversite of the Field Sales Engineers and being the key technical resource for the sales and support team covering the USA, Canada and Mexico. This individual will work closely with our UK headquarters and other production/engineering facilities in the Czech Republic to ensure the highest level of customer service and technical expertise is met. They will work with the Field Sales Engineers as a resource and a coach. The Lead Support Engineer will also provide data from the field to the support and engineering teams and must be an excellent cross-functional communicator.
This position reports to the North American Manager and works in close coordination with Regional Sales Managers, Business Development Managers, Field Sales Engineers, and Manufacturers Reps across the country, as necessary.
This Position Has Responsibility For:
- Expertise in Pickering products and applications to provide support to the US sales/support team as the primary technical point of contact for the US office, liaising with the UK and Czech Republic factories.
- Ownership of technical support-related activities for the US office, focusing on improving the overall process, customer experience, and service quality.
- Establishing the framework for hiring and developing Field Sales Engineers.
- Oversight of Field Sales Engineers.
- Working with the North American Manager to build out basic evaluation, repair, and calibration capability in the US office.
- Conducting on-site visits to key customers to help with troubleshooting or application support.
- Providing input to Product Marketing, Engineering, and Operations teams to help direct new product development that reflects market trends and customer needs.
- Collaborates with account managers and customers through the iterative process of requirements gathering and system design to ensure Pickering products are properly utilized, and customer systems are set up for success.
Position Requirements:
To perform the job successfully, the individual should demonstrate the following competencies:
- Excellent understanding of basic electrical concepts, preferably with prior experience in engineering and/or sales of ATE, switching and/or data acquisition systems.
- Excellent understanding of programming languages.
- Engages directly and enthusiastically with customers during technical issues and sees each case through to a satisfactory close.
- An excellent cross-channel communicator, willing to help team members and customers at any opportunity.
- Contributes to the continuous improvement of existing processes, implements new ones, and cultivates the skill sets of the Field Sales Engineering team positively and collaboratively.
- Leverages tools to document customer interaction, and build the overall knowledgebase of the support group (Salesforce, Teams, Smartsheet, Basecamp).
Minimum Qualifications (Experience and Skills):
- Due to the nature of target customers for this position, it is only open to US citizens or US Green Card holders; Pickering will not sponsor any visa or Green Card requirements.
- Five years of experience handling technical products, preferably in a system design capacity, with PXI modular instruments experience.
- Software engineering skills such as architecting, developing, customizing and debugging in programming language (C, C++, LabVIEW, Python).
- Experience working in a managerial or supervisory role.
- Highly customer-focused with customer service orientation.
- A proactive can-do and positive attitude.
Preferred Qualifications:
- Test and Measurement industry experience.
- In-depth knowledge of ATE, switching and or data acquisition systems and design.
- Experience leading a small team and developing the skill sets of peers/reports.
- A history of working within US government prime contractors and demonstrable networks within one/multiple primes is strongly preferred (Lockheed Martin, Northrop Grumman, Raytheon, Honeywell, Boeing, Collins).
- Experience with RF testing and distribution systems is a plus.
Education Requirements:
- Bachelor's Degree in Electrical Engineering or Electronics Engineering preferred. Other college degrees in conjunction with relevant technical business development and/or sales experience acceptable.
About You:
You have worked for at least five years in the T&M industry and/or Systems Design/Integration and are comfortable discussing technical issues at the systems level with engineering teams. You enjoy taking on new projects, guiding customers through their projects, providing exceptional customer service, and surpassing customer experience expectations. You can communicate across all necessary departments internally (engineering, production, sales, marketing, executive) to achieve results and can build relationships with your co-workers as you go. You appreciate and thrive in a small, dynamic, agile, and progressive organization that encourages individual initiative and development. You have an inquisitive nature and understand how to provide support at multiple levels, cultivate relationships, mine for information, and apply your technical background to solve customer issues while positioning Pickering to become the preferred supplier in all circumstances.
About Pickering:
Pickering has a reputation for providing a work environment that encourages long-term careers. To that end, we prefer to promote from within the company, allowing the employee to find a role that best suits them regarding career paths and a positive work environment. As we are a multinational company, these opportunities can be in the US and other countries.
Pickering Interfaces is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.