Engineering Manager - Service Contact Center

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Engineering Manager - Service Contact Center based in United States.

As an Engineering Manager within a remote technical service organization, you will lead a team of Remote Service Engineers dedicated to delivering exceptional technical and application support across a diverse portfolio of scientific instruments and software solutions. This leadership role combines people management, operational excellence, and customer experience, ensuring high-quality remote support while driving continuous improvement initiatives. You will collaborate with cross-functional teams to optimize service delivery, develop technical talent, and enhance operational performance. This is an opportunity to shape a high-performing, globally connected team while contributing to innovation, customer success, and long-term business growth in a flexible remote environment.

• Lead, coach, and develop a team of Remote Service Engineers across multiple experience levels, fostering technical expertise and career progression.
• Establish clear performance objectives through regular coaching, case reviews, feedback sessions, and development planning.
• Build and maintain a strong talent pipeline by supporting recruitment, internal mobility, employee engagement, and retention initiatives.
• Ensure timely and effective remote resolution of hardware, software, and scientific application issues while maintaining high service quality.
• Monitor and improve key performance indicators, including case resolution times, first-time fix rates, customer satisfaction, and operational efficiency.
• Partner closely with field service, scheduling, commercial, and cross-functional teams to ensure seamless customer support and service continuity.
• Oversee technical support for complex instrumentation, software platforms, workflows, and scientific applications.
• Drive knowledge management initiatives by promoting documentation standards, best practices, and continuous learning across the team.
• Ensure consistent CRM usage, accurate case documentation, and adherence to operational processes.
• Identify performance trends, implement process improvements, and support transformation initiatives that enhance customer experience and business outcomes.

Requirements

• Bachelor's or Master's degree in Engineering, Science, Technology, or a related field, or an equivalent combination of education and relevant experience.
• Demonstrated experience leading technical support, engineering, or customer service teams in a managerial or supervisory capacity.
• Proven ability to lead operational processes, cross-functional projects, and continuous improvement initiatives.
• Experience managing technical support operations involving hardware, software, or scientific instrumentation is highly desirable.
• Strong leadership, coaching, mentoring, and people development skills.
• Excellent analytical, problem-solving, organizational, and decision-making abilities.
• Strong communication and stakeholder management skills with the ability to collaborate across technical and commercial teams.
• Experience with CRM platforms such as SAP CRM, C4C, Sinch, or similar customer support systems is preferred.
• Commitment to delivering exceptional customer experiences while driving operational excellence and accountability.
• Willingness to travel occasionally (approximately 10%) as required.

Benefits

• Competitive annual salary ranging from CAD $101,184 to $178,500, based on experience, skills, education, and location.
• Eligibility for annual performance bonuses.
• Stock award opportunities.
• Comprehensive health and employee benefits package.
• Fully remote work option with full-time employment.
• Opportunities for leadership development, career advancement, and continuous professional growth.
• Collaborative global work environment with cross-functional exposure.
• Inclusive workplace that values diversity, equity, accessibility, and employee well-being.
• Participation in innovative projects supporting advanced scientific technologies.