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Manager, Customer Support Engineer

Iridium

Iridium

Customer Service
Tempe, AZ, USA
Posted on Tuesday, June 4, 2024

Manager, Customer Support Engineer

Job Locations US-AZ-Tempe
Job ID 2024-3576
Category
Engineering
Worker Category
Regular Full-Time[F]

Company Overview

Iridium is an award-winning and innovative satellite communications company with bragging rights to the only network that offers voice and data connectivity anywhere in the world. For over 20 years, Iridium’s unique network and services have supported critical communications needs for individuals, businesses, and the evolving Internet of Things.

At Iridium, we understand the importance of staying connected and the limitations of traditional communications networks. People across the globe, including first responders, humanitarians, global militaries, scientific researchers, and lone workers, as well as ships, aircraft and remote operations all rely on Iridium to stay connected. We take our responsibility for providing these essential communications very seriously and pride ourselves on offering a reliable lifeline when needed. Likewise, Iridium is committed to providing an exciting and innovative workplace, where employees are challenged to think outside the box and collaborate on new, bold ideas and solutions. Our talented teams are passionate about their work and the impact our company makes around the world. Iridium fosters an empowering and inclusive culture that allows employees to genuinely be their best selves. We are looking for others who want to join this truly unique company that celebrates our employees and provides the opportunity to truly make a difference in the world.

Position Summary, Job Requirements & Responsibilities

What We’re Looking For:

If you are excited about working with a global customer base and coaching your team to success, you will be excited about our opening for a Manager, Customer Support Engineer within our technical team. As the Manager, Customer Support Engineer, you be responsible for overseeing a team of Customer Support Engineers. In this role, you’ll gain valuable experience working with a global network of partners, as well as with Iridium’s portfolio of products and services while making a meaningful impact managing overall activities within the the technical support organization.

What You’ll Do:

  • Foster and develop team members into high performing employees, who understand and embrace the contributions they make
  • Mentor and develop your team by performing regular check-ins, providing constructive coaching, establishing good working relationships, discussing career growth opportunities and acknowledging performance when necessary
  • Responsible for the overall direction and activities within the technical team to ensure they have the knowledge, tools, and resources needed to support Iridium’s Products and Services, as well as Iridium’s customer base
  • Work cross-functionally with project managers, technical teams and other managers/directors within the organization to successfully launch new products and services, as well as implement enhancements to systems and existing processes and procedures
  • Utilize problem-solving skills to overcome obstacles and pro-actively identify issues with processes that could minimize potential customer issues and improve the overall support process
  • Perform analysis within key areas to identify opportunities for improvement and the ability to execute on these opportunities

Experience & Education Requirements / EEO

What You’ll Need to Succeed:

  • BS/BA degree in Engineering or Computer Science preferred or equivalent, relevant experience in lieu of degree
  • 5+ years of relevant experience, preferably in a Customer Support or Engineering role
  • 3-5+ years of experience in a management role highly desired
  • Possess an analytical mindset, with the ability to understand a situation or problem and think critically to make decisions and come up with out-of-the-box solutions
  • Take a proactive approach and capable of prioritizing your own tasks and potentially the tasks of others while making sure deadlines are met
  • Ability to interact with all levels of management including executive level leadership teams.
  • Capable of being a strong motivator and source of direction for your team and role modelling commitment to your team’s goals
  • Excellent communication skills, with the ability to clearly convey products deliverables, analyses and/ issues to groups outside of your team or those who are unfamiliar with the topic.
  • Proven success in recognizing and implementing workflow enhancements
  • Be able to analyze and understand a situation or problem and think critically to make decisions and come up with new and unique solutions
  • Be self-motivated and possess a high degree of creativity, independence, and resourcefulness.
  • Have a strong sense of urgency in driving projects to completion and be motivated to achieve outcomes and results
  • Can thrive in a dynamic environment and efficiently manage multiple projects for yourself and your team while making sure deliverables are completed in a timely manner

Things That Would be Great if You Brought to the Table:

  • • Experience in a wireless telecommunications industry, help desk support or technical/computer environment

We’ll Also Need You To:

  • Be flexible to support nights and weekends in a 24x7 environment

Work Environment:

This position primarily works in the company office or in a home office. The position is largely sedentary with the majority of the position sitting in a chair and working with a computer. The role uses basic office equipment including a phone, video, computer, keyboard, mouse and printer. For meetings in-person, this position will need to be able stand, walk within the office and climb stairs on occasion.

Iridium is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or status as a protected veteran. EOE of Minorities/Females/Vets/Disability and other protected categories.

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