Mission Support Manager

Saronic Technologies is a leader in revolutionizing defense autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations for the Department of Defense (DoD) through autonomous and intelligent platforms.

Responsibilities

• Leadership: Hire, train and lead a team with a focus on knowledge building and team member development
• Support and Troubleshooting: Provide the first line of remote technical support to partners and customers, leveraging communication tools and remote access capabilities. You and your team will diagnose, troubleshoot and document issues, guide users through problem resolution, escalate complex issues, and coordinate advanced troubleshooting/on-site repairs with Field Support Representatives
• Coordination of Logistics: Work with internal logistic partners and customers to coordinate the delivery and return of vessels, parts and supporting items
• Continuous Improvement: Identify opportunities for process improvements and product enhancements based on customer feedback. Collaborate with internal teams to implement changes and contribute to the ongoing improvement of our products and services
• Customer Advocacy: Act as the voice of the customer in the company, ensuring that customer needs and feedback are heard and addressed in strategic planning and product development

Qualifications

• Bachelor’s degree or equivalent experience with 5+ years leading support of technical or complex products
• Knowledge of customer service tools and technologies, including CRM software, help desk systems, and communication platforms. Strong preference for a background in Salesforce
• Experience developing support process and knowledge management documentation, ensuring that customer service teams have access to up-to-date knowledge and resources
• Capable of providing ongoing training and development opportunities for staff to ensure they are equipped with the latest skills and knowledge.
• Strong organizational and project management skills to oversee multiple initiatives simultaneously
• Exceptional communication and presentation skills
• Ability to work effectively in a fast-paced, dynamic environment

Physical Demands

• Ability to certify as “fit for work” by demonstrating ability to swim and tread water
• Frequently and repetitively, lift, push and carry up to 75 lbs.
• Will be exposed to marine environments, including sun, wind, rain, cold, and saltwater spray, often for extended periods
• Must be able to operate in daylight, low-light, and night conditions using marine navigation systems and visual cues
• Ability to perform physically demanding work for extended periods of time, up to 12 hours/day
• The ability to carry 20 lbs. up and down stairs

Benefits

• Medical Insurance: Comprehensive health insurance plans covering a range of services
• Saronic pays 100% of the premium for employees and 80% for dependents
• Dental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care
• Saronic pays 99% of the premium for employees and 80% for dependents
• Time Off: Generous PTO and Holidays
• Parental Leave: Paid maternity and paternity leave to support new parents
• Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses
• Retirement Plan: 401(k) plan
• Stock Options: Equity options to give employees a stake in the company’s success
• Life and Disability Insurance: Basic life insurance and short- and long-term disability coverage
• Additional Perks: Free lunch benefit and unlimited free drinks and snacks in the office

This role requires access to export-controlled information or items that require “U.S. Person” status. As defined by U.S. law, individuals who are any one of the following are considered to be a “U.S. Person”: (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3).

Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.