Senior Manager, Customer Service & Field Quality (Autonomous Maritime Systems)

Location: Valdosta, Georgia, USA; onsite role with responsibility for supporting domestic and international customers.

Company

Develops autonomous maritime systems and other defense technology products.

What you will do

• Lead post-sale customer service, technical support, and multi-channel support operations across Tier 1–3.
• Develop scalable SOPs, knowledge management systems, service standards, SLAs, and technical procedures.
• Monitor support cases, diagnostic logs, warranty claims, field reports, and product data to identify reliability trends.
• Lead root cause investigations using 8D, 5-Why, Fishbone, and FMEA methodologies.
• Manage RMA activities, field corrective actions, engineering changes, software updates, and containment plans with Engineering, Manufacturing, Quality, Marine Operations, and Supply Chain.
• Report on customer satisfaction, response times, warranty trends, field quality, operational metrics, budgets, staffing, and continuous improvement initiatives.

Requirements

• Bachelor’s degree in Engineering, Business Administration, Operations Management, or a related technically rigorous discipline.
• 8–10 years of progressive leadership experience in customer service, technical support, field service, product support, quality, or field engineering.
• Experience leading multi-channel customer support organizations and technical field service teams for complex electromechanical products.
• Experience with warranty programs, RMA processes, field corrective actions, root cause investigations, quality management systems, and technical documentation.
• Experience with CRM and ticketing systems, field service management platforms, ERP systems, and reporting tools such as Salesforce Service Cloud, Zendesk, SAP, Oracle, Power BI, or Tableau.
• Must provide proof of U.S. Citizenship or Permanent Residence for ITAR/EAR-restricted work and must not require sponsorship for export-restricted work authorization.

Nice to have

• Master’s degree in business, quality, engineering management, operations management, or a related discipline.
• Experience with autonomous systems, robotics, maritime systems, defense technologies, or industrial equipment.
• Lean Six Sigma Green Belt or Black Belt certification; ASQ CMQ/OE certification is a plus.

Culture & Benefits

• Fast-paced defense technology environment focused on customer confidence and product reliability.
• Opportunity to influence engineering, manufacturing, quality, and product development through customer feedback.
• Compensation includes salary, an annual equity package, and potential bonuses.
• Post-offer background check required.
• Equal employment opportunity employer participating in E-Verify.