Tower IQ Application Engineering Support Manager

TowerIQ, Inc. a wholly owned subsidiary of Potter Electric Signal Company is developing the next generation of public-safety wireless communications infrastructure. We engineer, manufacture, and support channel partners as the installation and maintain building code required emergency responder communication systems.

As the Application Support Manager you will work with a team of engineers and customer support specialists, and enable our partners to successfully sell, install, and service TowerIQ products and services. The manager will become a subject matter expert in a new and growing fire-alarm field, Radio Communication Enhancement Systems. Key emphasis will be on:

• Managing effective and accurate customer response.
• Training and education of employees, customers.
• Be a technical / building Code / installation reference.
• Continually update and expand company domain knowledge.

What You Will Do:

• Report directly to TowerIQ General Manager.
• Business Function
  • Track employee utilization and effectiveness, forecast future needs.
  • Propose, maintain, and correct internal processes for efficient implementation of operational requirements.
  • Participate in job interviews, performance reviews, and exit interviews.
• Sales Function
  • Audit and support application support representatives to issue quotes to channel partners. Provide the application support representatives with the information they need.
  • Review customer orders for product/application suitability.
  • Analyze customer feedback on sales quality.
• Engineering Function
  • Research and discover different regional requirements, including operational use and frequency requirements.
  • Work with in house RF Engineers to generate application designs, providing regional requirements and final review before release to customers.
  • Compile and maintain bill-of-material reference sets to meet different regional requirements.
  • Participate in conference calls and customer meetings to provide instant support.
  • Understand marketplace offerings, including those of competitors, and competitive advantages between use cases.
  • Develop, share, and present structured training courses for customers, partnering with internal and third party resources.
  • Develop use cases and detailed functionality requirements for Product Engineer team to exercise on and provide feedback
• Service Function
  • With application service representatives, dispatch service technicians in support of channel partners.
  • Train in-house service technicians on product deployment and troubleshooting.
  • Coordinate services from third party niche providers.
  • Maintain a high level of customer service and satisfaction.

What You Need:

• Four (4) year business or electrical engineering degree, postgraduate business degree preferred.
• Demonstrated ability in project leadership, including cross functional teams.
• Understanding the complexities of hardware.
• Demonstrated technical troubleshooting ability, inclusive of proficiency in google docs/microsoft office and ERP systems.
• Ability to prepare, read, and analyze financial reports.
• Professional verbal, written, and presentation skills. Ability to empathize with the target audience and tailor communications to that audience.
• Strong soft skills.
• Ability to travel internationally.
• Valid drivers license.
• OSHA 10.
• FCC GROL Certification.

What is Preferred:

• Ability to speak and write in multiple languages.
• Prior experience in the fire alarm industry.
• Prior experience in manufacturing.
• Prior experience in customer support.
• Prior experience in the wireless industry.

TowerIQ Inc. is an equal opportunity employer and, as such, affirms in policy and practice its commitment to recruit, hire, train, and promote, in all job classifications, without regard to race, color, creed, religion, sex, gender, age, national origin, marital status, sexual orientation, gender identity, gender expression, citizenship, eligible veteran status, disability, or any other status protected by law.

Current Openings for Tower IQ Application Engineering Support Manager Jobs at Potter Electric Signal Company, LLC