Manager, Field Support Services - Peraton
Landover, MD
About the Job
Responsibilities
Provides expert and second tier technical support and analysis to field engineers and technicians. Provides technical advice and guidance on installation, adaptation, configuration, or enhancement of technical products, programs, and systems. Tests, trains, and fields support to customers regarding technical aspects of designated systems and services. Provides expertise for the resolution of technical problems, troubleshoots products, and modifies products to customer requirements. Maintains network stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair. Provides training to customers. Travel is frequent and work is generally performed at the customer site. Partners with developers and engineers to reduce reoccurring incidents. Answers questions about installation, operation, configuration, customization and usage of designated systems and services.
Qualifications
10 years of experience, may have supervisory or lead experience
Excellent verbal and written communication is crucial for directing staff, collaborating with clients, and relaying information effectively.
An Active/Current Top Secret security clearance with SCI eligibility.
Experience or familiarity of Intelligence Community designated systems
Ability and willingness to travel 40% or more to CONUS and OCONUS Government Facilities
Will be required to obtain/maintain a US Passport
At least one (1) year of experience with installation, maintenance of IT computers, printers, scanners, VTC equipment, routers, and crypto devices, etc.
Ability to quickly assess situations, make sound decisions, and resolve issues efficiently.
ability to adjust to changing circumstances and handle unexpected challenges
ability to supervise and train field service technicians, assign tasks, and monitor their performance.
ability to plan and coordinate field service activities, schedule appointments, and manage resources effectively.
Ability to build rapport with customers and handle customer complaints professionally.
Ability to manage multiple tasks efficiently and prioritize workload effectively.
Desired Qualifications
Proven experience leading and managing teams.
Strong understanding of the products or services being supported.
Ability to maintain records, prepare reports, and handle administrative tasks related to field service operations.
Experience handling customer inquiries, troubleshooting technical issues, and ensuring timely resolution of problems.
General comprehension of components/subcomponents of data center infrastructure including routers, switches, load balancers, and firewalls.
Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.