Support & Operations Manager (Boulder, Co)

Fotokite develops autonomous, high-endurance tethered unmanned aerial systems to help firefighters and public safety teams save lives.

Fotokite systems allow first responders to quickly and easily gain situational awareness after arriving at emergency scenes: our autonomous one-touch launch/land system makes operation simple and safe; the dual color and thermal camera payload provides situational awareness from the system's aerial perspective; and actively tethered flight means the system can be flown without a certified pilot and can be left flying for as long as the situation requires.

The Support & Operations Manager leads the external product support operations team for Fotokite US LLC and manages the internal support functions required to maintain the readiness and operational capability of Fotokite systems. Ensures best-in-class service to our growing customer base and makes certain that customers are supported in a manner that helps them develop the confidence to seamlessly integrate this unique tool into their daily routine. Team duties range from product support, product demonstrations, on-site installations, training of active users and testing of development systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leads top-notch external and internal support operations for Fotokite products by developing and managing support and operations tools, processes, and people, and when necessary, providing direct, on-site customer support. Internal support operations include production testing, development testing, customer demonstrations, and management of Fotokite technicians and operations personnel.
• Builds, trains, oversees, and retains the Fotokite Boulder Support and Operations team by providing superb managerial guidance in line with company culture and expectations
• Contributes to the implementation and continued development and expansion of the company's customer training database (Fotokite Academy) in order to guarantee customer access to valuable diagnostic tools and solutions 24/7, thereby reducing ticket generation numbers and closure times
• Contributes to the content and implementation of Fotokite training processes and operator manual documents
• Develops and delivers technical analyses required to provide the best customer experience possible thereby meeting or exceeding Service Level Agreements, stimulating customer retention, and generating additional opportunities
• Contributes "voice of the customer" data using actionable data and analytics to communicate a nuanced understanding of our customers to Fotokite's various internal teams
• Cooperates with the Product Management team to define, implement, and facilitate on-going data gathering and reporting that directly impacts the product development cycle; assists in translating into actionable continuous improvement initiatives in the development and operations ecosystem
• Monitors and summarizes customer satisfaction, support, and other related metrics to management
• Maintains an accurate inventory database for customer support related parts and systems
• Leads non-standard work orchestration and execution
• Performs other duties as assigned

EDUCATION/QUALIFICATIONS

• Bachelor's degree and/or certification or proven experience in electrical, mechanical, robotics, or any other related technical field
• Minimum of 6 years of engineering or technical account management experience
• Demonstrated experience with help desk / ticketing software, related reporting metrics, and service/maintenance/bring-up of electronic devices and/or robotics systems
• Demonstrated experience with computer networking, Linux, small-scale manufacturing or product assembly is a plus

• Excellent analytical, time-management and verbal / written communications skills
• Minimum of 2 years of manufacturing experience working with circuit boards(PCBA), cameras, flexes, and other electrical systems is required
• Familiarity in applying quality tools such as Failure Modes Effect Analysis(FMEA), Production Part Approval Process(PPAP), 8D Problem-Solving, Root Cause Analysis

• Must be comfortable with executing tests with specialized fixtures and equipment, troubleshooting and reworking electronics or other complex mechanical assemblies

• Ability to effectively lead teams by using exemplary communication skills and focused attention to reaching team goals
• Ability to travel on a regular basis

• Hands-on experience with robotics, drones, UAS or UAV systems is a plus
• Experience with firefighting / public safety is a plus

Compensation & Benefits

• Gross yearly salary range of $80,000 - $95,000 (salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data)
• This position includes a benefits package including paid holidays; paid time off; short-term and long-term disability; and paid parental leave. Medical/dental/vision insurance eligibility is dependant on the number of hours worked per week.

We require that applicants already have permission to work in the US.We will not sponsor work-related visas now or in the future.Please include both a resume and cover letter.We are looking forward to hearing from you!

Fotokite US LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard torace, creed, color, sexual orientation and expression, age, marital status, disability, religion, national origin, military service, arrest/conviction record, victims of domestic violence, and genetics.