Head of Customer Support & Tech Support at THE WOODS HOLE GROUP INC – Lanham, Maryland

Position Summary:

The Manager of Customer Support & Technical Services will lead the team responsible for delivering end‑to-end customer support for VMS (Vessel Monitoring Systems) devices, satellite / cellular communication services, and associated software platforms.

Our Sustainable Fisheries Management solutions are provided to a variety of fisheries sectors supporting sustainable management in North and Central America.

Duties and Responsibilities:

Collaborate with Sales, Logistics, Billing and Parent Company in France

Client Onboarding and service provisioning:

Ensure timely and professional support to fishermen, agencies, and partners - Interact with clients daily.

• Act as a senior escalation point for complex technical or customer issues.
• Oversee VMS beacon activation/deactivation, service plan setup and software configuration.
• Ensure accurate configuration of ping rates, reporting intervals, and communication plans.
• Maintain clear, proactive communication with clients regarding system status and updates.

Process Improvement, Procedures and Documentation:

• Monitors hardware and software developments that may impact company operations.

Develop, maintain and implement procedures, SOP to ensure service quality and operational efficiency.

• Improve operational efficiency by reviewing, challenging, and redesigning current processes & workflows.
• Manage, optimize Salesforce ticketing system and implement performance dashboards, and KPIs.

Technical Troubleshooting & Issue Resolution:

• Guide the team in diagnosing and resolving device, satellite communication, and software issues.
• Collaborate with engineering or vendors to escalate and resolve advanced technical problems.

Performs other duties as assigned.

Supervisory Responsibilities:

Hire and train Technical Support staff.

Organize scheduling, workload distribution, and training – work schedule until 7pm on weekdays and weekend 8 hours on call (4 hours each day)

• Define team objectives, KPIs, and performance standards.

Provides constructive and timely performance evaluations.

Handles discipline and termination of employees in accordance with company policy.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, absent undue hardship.

Bachelor’s degree in Computer Science or related technical field required.

• 5+ years in customer support or technical operations (Call center preferred), with at least 2 years in a leadership role.
• Experience with hardware/software troubleshooting; familiarity with VMS, satellite communications, or IoT preferred.
• Demonstrated success in process improvement or service optimization projects.

Excellent interpersonal and customer service skills.

Excellent organizational skills and attention to detail, strong leadership and coaching skills

• Strong customer-focus and excellent communication skills.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or able to quickly learn the software and applications (Salesforce, ERP, airtime connectivity platforms) used in the organization and the industry.
• Ability to build dashboards, track KPIs, and drive operational excellence.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Standing, walking, and bending periodically
• Engaging in repetitive movements of wrists, hands, and fingers – typing and/or writing
• Must be able to lift up to 35 pounds at a time.

GENERAL INFORMATION

Woods Hole Group is an Equal Opportunity Employer

Individuals who succeed at Woods Hole Group are pleasant, hard-working self-starters who share our passion for innovation and commitment to high quality work.

This is a salary-exempt leadership role requiring flexibility to meet operational needs.

The Manager is expected to:

• Work approximately 40–45 hours per week
• Maintain a primary weekday schedule (Monday–Friday, 9:00 AM – 6:00 PM)
• Adjust hours periodically to overlap with late coverage (until 7:00 PM)
• Provide rotational weekend oversight (remote)
• Be available for escalations outside normal hours as needed

Weekend supervision is lighter due to reduced hours (9:00 AM – 1:00 PM) and may rotate approximately 1–2 weekends per month

This position will be filled at our Lanham, MD location. Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at anytime at the sole discretion of the Employer.Benefits:

Medical, Dental, Vision coverages with 80% employer contribution401 (k) with up to 6% employer matchSTD, LTD, Life Insurance employer providedHSA, LPFSA, FSA, DCAGenerous time off policesFlexible and hybrid work schedules available