Support Manager
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Optomec Inc
Saint Paul, MN, US
Summary
Lead and manage remote field support operations, including dispatch oversight, SLA compliance, and ticket lifecycle management in Salesforce. Coach and evaluate field technicians while maintaining vendor relationships and producing operational performance reports.
Job Description
Description
Position Summary: Lead and manage field support operations and dispatch oversight without performing customer on-site visits. Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching, vendor coordination, and customer-facing escalation communications handled remotely.
Key Responsibilities:
- Oversee daily field operations: dispatch coordination, schedule management, monitor technician performance and on-site activity remotely.
- Manage ticket lifecycle in Salesforce: ensure triage, accurate assignment, status updates, resolution documentation, and timely closures.
- Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and automated alerts.
- Interface with customers and stakeholders remotely for escalations, status updates, and major incidents via phone/email/video.
- Develop, document, and enforce SOPs, checklists, and field tooling best practices for technicians.
- Coach, train, and evaluate field technicians; conduct performance reviews and drive first-time-fix improvements.
- Oversee parts inventory and vendor relationships; coordinate “waiting on parts” workflows and vendor SLAs.
- Produce and present operational reports and dashboards (SLA compliance, MTTR, FTF rate, utilization, CSAT).
- Lead post-incident reviews for P1/P2 incidents and implement corrective actions and knowledge-base updates.
- Maintain safety, privacy, and compliance standards; ensure technicians follow on-site safety protocols.
Requirements
Required Qualifications:
- 4+ years managing field service or technical support teams with dispatch/field technicians.
- Hands-on experience using Salesforce Service Cloud (ticketing, flows, entitlements/milestones, reports/dashboards).
- Strong understanding of SLA design/enforcement and escalation matrices.
- Excellent remote customer-facing communication skills; experience managing escalations virtually.
- Proven coaching and people-management skills.
- Comfortable working remotely and coordinating field activities without on-site customer visits.
Preferred Qualifications:
- Experience with mobile field tools (Salesforce Mobile, Field Service Lightning).
- Technical background in relevant equipment or systems serviced by your organization.
- Experience with inventory/parts management and vendor coordination.
- Certifications: ITIL Foundation or equivalent service management certification.
Core Skills:
- Remote leadership and team development
- Salesforce Service Cloud configuration & reporting
- SLA management and escalation handling
- Remote customer communication and stakeholder management
- Analytical reporting and continuous improvement
- Process documentation and knowledge management
Working Conditions:
- No travel to customer sites. Occasional after-hours or on-call incident handling may be required.
To Apply: Submit resume and brief cover letter highlighting field service management experience and Salesforce Service Cloud expertise.
Optomec Inc., headquartered in Albuquerque, New Mexico, is a profitable, privately-held, rapidly growing supplier of Digital Manufacturing systems. Optomec also is a recognized leader in the field of Additive Manufacturing with a revolutionary approach that has proven advantages in reducing cost, improving functionality, and shortening time to market. The Company has invested more than $ 35 million in the development of 3D Additive Manufacturing systems that provide lower costs and functional benefits over conventional production methods.
Optomec Aerosol Jet printers are used in the development and fabrication of next generation microelectronic devices. The unique ability to print electronics directly onto 3D surfaces makes Aerosol Jet an ideal solution for reducing device size and weight.
Optomec industry-leading LENS 3D printers are used to cost-effectively fabricate, enhance, and repair high-performance metal components in state-of-the-art materials such as titanium, stainless steel, and Inconel®.
Optomec has delivered more than 600 of its proprietary Digital Manufacturing systems to more than 200 marquee customers around the world, for production applications in the electronics, energy, life sciences and aerospace industries. Our users include countless blue-chip manufacturing companies, such as GE, Samsung, Raytheon, Siemens, Corning and Lockheed, as well as the US Air Force, US Navy, US Army and NASA.
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Optomec vision is to drive digital transformation throughout the company to deliver modern capabilities and efficiencies to customers. The core focus will be a commitment to developing synergies between hardware and software to enable a modern approach to digital automation and digital manufacturing across its product portfolio. This will provide customers a cost-effective method of managing workloads and equipment, analyzing data and output, resulting in enhanced manufacturing process quality and efficiency.
Founded
1997
Company size
51-200 employees
Industry
Machinery Manufacturing
Org type
Privately Held
Headquarters
Albuquerque, NM
Optomec Inc., headquartered in Albuquerque, New Mexico, is a profitable, privately-held, rapidly growing supplier of Digital Manufacturing systems. Optomec also is a recognized leader in the field of Additive Manufacturing with a revolutionary approach that has proven advantages in reducing cost, improving functionality, and shortening time to market. The Company has invested more than $ 35 million in the development of 3D Additive Manufacturing systems that provide lower costs and functional benefits over conventional production methods.
Optomec Aerosol Jet printers are used in the development and fabrication of next generation microelectronic devices. The unique ability to print electronics directly onto 3D surfaces makes Aerosol Jet an ideal solution for reducing device size and weight.
Optomec industry-leading LENS 3D printers are used to cost-effectively fabricate, enhance, and repair high-performance metal components in state-of-the-art materials such as titanium, stainless steel, and Inconel®.
Optomec has delivered more than 600 of its proprietary Digital Manufacturing systems to more than 200 marquee customers around the world, for production applications in the electronics, energy, life sciences and aerospace industries. Our users include countless blue-chip manufacturing companies, such as GE, Samsung, Raytheon, Siemens, Corning and Lockheed, as well as the US Air Force, US Navy, US Army and NASA.
a
Optomec vision is to drive digital transformation throughout the company to deliver modern capabilities and efficiencies to customers. The core focus will be a commitment to developing synergies between hardware and software to enable a modern approach to digital automation and digital manufacturing across its product portfolio. This will provide customers a cost-effective method of managing workloads and equipment, analyzing data and output, resulting in enhanced manufacturing process quality and efficiency.
Founded
1997
Company size
51-200 employees
Industry
Machinery Manufacturing
Org type
Privately Held
Headquarters
Albuquerque, NM
