p>Tasking includes: • Oversees technical service operations • Leading teams to resolve complex customer issues while optimizing support processes and metrics • Bridge the gap between technical teams and customers, ensuring high customer satisfaction, mentoring staff, and implementing tools to handle system issues • Managing, training, and mentoring technical support representatives • Serving as the point of escalation for complex technical issues and improving customer satisfaction • Monitoring key performance indicators (KPIs), such as ticket response times and resolution rates • Developing, implementing, and updating support policies, procedures, and documentation • Partnering with product/engineering teams to manage product releases, bugs, and feedback • Maintaining high service quality to meet or exceed Service Level Agreements. Required Qualifications • Must possess an active Department of Defense Secret clearance • Masters Degree in the field of engineering • Minimum 10 years experience in/with electric power generation, electric power distribution, electric power conversion, control system development, computer software and hardware design and implementation, circuit analysis, magnetics, and/or fiber optics.