Field Service Lead

Industry: Ocean Sensing / Maritime Technology / Government Contracting 

Boston Engineering has a fast-growing Maritime Intelligence business delivering advanced sensing systems to federal agencies and research institutions. As Operations and Customer Service Lead you will lead and ensure our customers receive reliable mission-ready capability and exceptional support throughout our products lifecycle(s). Youll be instrumental in scaling (externally-facing) operations while navigating the unique demands of government contracting.

YOU MUST BE ELIGIBLE FOR U.S. SECURITY CLEARANCE

Key Responsibilities

• Support customer technology evaluation tactical integration and field deployment of Maritime Intelligence systems.
  • Coordinate with the appropriate customer units to schedule scope and provide staffing for technology events in coordination with business development delivery and engineering.
  • Lead development and execution of operational exercise plans aligned with customer mission profiles including safety logistics deployment planning field support and coordination with government and other customers.
  • Lead deployment and operation of Maritime Intelligence systems in real-world environments including surf zones shallow and deep water.
  • Capture mission-relevant sensor data during exercises; ensure fidelity security and traceability of all collected datasets.
  • Coordinate and work with engineering to analyze system performance against objectives and environmental variables.
  • Serve as primary liaison during demonstrations in coordination with Business Development with customers program managers and government evaluators.
  • Conduct pre- and post-exercise briefings highlight system capabilities limitations and tactical relevance and collaborate with other leaders for future engineering and manufacturing planning.
• Customer Support
  • Ensure successful customer adoption by leading installation and commissioning delivering customer training providing documentation and onboarding support and assisting with system integration.
  • Ensure systems meet operational readiness standards across dynamic environments.
  • Support customers and feed learning back into the business by providing technical troubleshooting managing warranty and repair processes delivering (not developing) software and firmware updates planning end of life (EOL) transitions and capturing voice of customer feedback to drive continuous improvement.
  • Act as the primary point of contact providing customer support on delivered systems.
• Support existing team and eventually recruit and mentor a small agile team across field operations logistics and support.
• Work closely with engineering program management and business development to align external operations with strategic technical and contractual goals. Translate contract requirements into operational plans.
• Deliver units to customers efficiently by managing orders controlling inventory of units overseeing warehousing of units coordinating shipping and customs processes and handling returns (RMA) processing.
• Identify systemic external operational issues risks and compliance gaps; drive development of mitigation strategies ensure corrective actions are executed and escalate unresolved risks when necessary.
• Deliver post-mission reports with actionable insights for Navy sponsors acquisition teams and product development.

Key Performance Indicators (KPIs) 

• On-Time Delivery Rate of contract deliverables shipped or deployed on schedule. 
• Issue response and resolution time(s)
• Documentation accuracy and update frequency

Qualifications :

• 5-8 years of experience in operations military system use and training or product deliverypreferably in defense or marine technology.
• Experience with software oceanographic sensors underwater vehicles or maritime systems a plus.
• Bachelors degree in Software Engineering Systems Engineering Operations or related field(s).
• U.S. citizenship required; ability to obtain security clearance.

Bonus Skills

• Military experience
• Familiarity with defense programs and/or DoD R&D contracts
• Experience deploying systems in harsh marine environments

Additional Information :

Employment Type: Full-time Role

Reports to: General Manager Maritime Intelligence

Location: Office-based in Waltham MA

Travel:  20%  

Relocation: Relocation assistance is not provided for this role.

Salary Range:  The base salary range for this position is $100000.00 to $180000.00 annually commensurate with experience and qualifications.  The final offer amount will be determined by factors such as the candidates education experience and skills. A comprehensive benefits package including health insurance 401(k) match and paid time off is also provided.

At Boston Engineering you can grow in the direction YOU want. Subject matter depth project management sales technical expert you choose where you want your path to go. Through our mentoring program hands-on training and experienced leaders you can explore what direction is best for you. Your future at Boston Engineering is in your hands!

Boston Engineering offers a full employee benefits plan including a matching 401(k) in an open energetic working environment that fosters strong client relationships and an entrepreneurial team spirit.

**Your application will not be considered complete without a submitted writing sample.**

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time