Senior Engineering Technical Support Manager - Saratech

About the Opportunity:

Saratech is seeking a Senior Engineering Technical Support Manager reporting to the Sr VP of our Software Business Unit. This role is responsible for managing Saratech’s team for Siemens PLM software pre and post sales support. The Manager will lead, develop, and execute pre-sales processes and tools in support of the LAER framework. The Manager will also lead the team in optimizing and implementing support processes, prioritization structures, and reporting mechanisms to ensure high-quality service for all customers and sectors. Additionally, this Manager is responsible for hiring experienced engineers as well as onboarding and training interns and entry-level engineers. Ideal candidates will possess the following qualifications, experience, and abilities:

Salary: min wage - $90K

Qualifications and Experience:

• Degree in Engineering or related field; advanced degree preferred.
• Relevant experience in engineering design through manufacturing and management of technical teams.
• Relevant experience of the support process to maintain a high level of service and customer satisfaction across all customer sectors.
• Strong understanding of pre-sales processes and tools, as well as the LAER and Digital Thread methodologies.
• Proficiency in relevant engineering software, tools and methodologies.
• Demonstrated ability to manage multiple projects and priorities effectively.
• Knowledge of customer relationship management tools, Salesforce.com a plus.
• Strong organizational and interpersonal skills.
• Strong written and verbal communication skills.
• Travel as required for customer visits and meetings.

Duties and Responsibilities:

• Hiring and Talent Development: Identify, recruit, onboard, experienced engineers as well as train high-potential interns and entry-level engineers, ensuring they have the skills and knowledge necessary to excel in their roles.
• Support Process Optimization: Develop and implement robust support processes, prioritization structures, and reporting mechanisms to maintain a high level of service across all customer sectors.
• Pre-Sales Process Development and Implementation: Design and execute pre-sales processes and tools for Stages 1-4 of the LAER/Digital Thread framework, focusing on engineering design through manufacturing.
• Technical Point of Contact: Serve as a primary technical point of contact in named accounts to address customer needs, inquiries, and concerns effectively.
• Cross-Functional Liaison: Act as a liaison between customers, support teams, sales groups, and maintenance teams to ensure seamless communication and coordination.
• Customer Visits and Business Development: Accompany the sales team on customer visits to help secure new business and identify additional opportunities. Also visit customers to meet their training and support needs.
• Delegate technical responsibilities and monitor progress of projects.
• Deliver projects consistently, on time, and on budget.
• Must ensure teams follow the correct procedures, policies and documentation requirements across project phases.
• Provide direction and technical expertise in product development and systems integration.
• Identify resource and equipment requirements, efficient capacity planning and manage software and hardware availability.
• Must provide technical training to teams when required and serve as a technical mentor to team members. Also coach direct reports in the development of the career ladders.
• Meet with client teams and gather requirements, conduct regular team meetings and track project progress.
• Provide an efficient working atmosphere to the team and ensure objectives are met within stipulated time.
• Make presentations on project status, present monthly and annual reports to senior management.

Other Requirements:

• Complies with all organizational policies and procedures.
• Maintains strict confidentiality of all customer and/or employee information to assure customer and/or employee rights are protected.
• Adheres to policies regarding notification of absence and DTO requests.
• Attends all mandatory management and staff meetings.
• Represents the organization in a respectful and professional manner.
• Attend and comply with annual health, safety, training and education requirements.
• Adheres to dress code, appearance is neat and clean.
• Subject to background check.

Additional Information:

• Physical demands:
  • Follow detailed complex directions, reason and problem solve.
  • The person will frequently communicate and converse with other staff. Must be able to exchange accurate information in these situations.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 
• The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.
• Must be able to remain in a stationary position 50% of the time. The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Company participates in E-Verify.
• Company is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment. 
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
• This description reflects managements assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned
• This job description is subject to change at any time.

Benefits

Insurance: All full-time regular employees (and dependents) are eligible to get medical, dental, vision coverage. Employees also can buy up on benefits like FSA, HSA, Life insurance, long and short-term disability.

Comprehensive health care and wellness plans

Retirement Plan: All employees can enroll in the company’s 401k with company matching.

Paid Time Off: All full-time regular exempt employees are eligible for our Discretionary Time Off vacation policy after 90 days from their start date, Discretionary Time Off plan is a non-accrual plan for employees. All full-time regular non-exempt employees are eligible for our Paid Time Off Plan policy after 90 days, Paid Time Off plan is an 3.33 hours accrual per pay period for employees.

Paid Time Off: All full-time regular exempt employees are eligible for our Discretionary Time Off vacation policy after 90 days from their start date, Discretionary Time Off plan is a non-accrual plan for employees. All full-time regular non-exempt employees are eligible for our Paid Time Off Plan policy after 90 days, Paid Time Off plan is an 3.33 hours accrual per pay period for employees.

Paid Holidays: All full-time employees will receive 8 paid holidays per year. Full-time non-exempt employees receive an extra floater holiday per year.

Paid Sick time: All full-time and part-time employees will receive 40 sick hours per year or minimum sick time required by the state.

NOTE TO STAFFING AGENCIES AND RECRUITERS: Saratech does not accept unsolicited resumes from any external agency for the placement of any position. Unsolicited resumes submitted by agencies and received by Saratech will be considered the property of Saratech and may be contacted and engaged with directly by Saratech. Saratech will not pay a placement fee or any other fees to any third-party agency, firm or recruiter who is not specifically retained with a signed fee agreement by Saratech Human Resources to conduct a candidate search. Please do not forward unsolicited resumes to our website or to any Saratech employee. Saratech will not be responsible for any fees associated with unsolicited resumes.

EQUAL EMPLOYMENT OPPORTUNITY NOTICE: Paydarfar Industries, Inc. dba Saratech is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, disability, protected veteran status, or any other basis protected by applicable federal, state, or local law.