Support Engineering Manager - Frederick, MD

Lead and develop a high-performing Support Engineering team responsible for providing remote technical support Manage daily engineering support operations, ensuring customer support requests are resolved within contractual KPIs and service level agreements. Serve as the technical escalation point for complex customer issues by providing hands-on troubleshooting, technical guidance, and timely resolution of critical system issues. Design, implement, and continuously improve engineering test procedures for the evaluation and failure analysis of defective customer-returned components. Monitor engineering performance through KPIs and drive continuous improvement initiatives focused on customer satisfaction, support responsiveness, and operational efficiency. Prepare and present regular status reports on engineering activities, customer escalations, project progress, and support metrics to Program Management and Service Leadership. Partner closely with Product Engineering, R&D, Quality, Manufacturing, and Field Service teams to resolve product issues and drive corrective actions.