Customer Support Engineering Manager in Maple Grove, Minnesota at CIRCUIT CHECK INC

About the job

Who We Are

Circuit Check is a high-energy, market-leading provider of automated test systems and test fixtures for complex electronic products across the automotive, military/aerospace, medical, industrial, energy, and computer networking industries. At Circuit Check, we believe that innovation is a must, and that a challenging, cutting-edge environment where the work is consistently new is the best way to foster creativity. Our design staff includes electrical, software, mechanical engineers, and project managers. Our systems are supported by teams throughout the United States, Canada, Mexico, Europe, Malaysia, and China. If your ready to build your career in a fast-paced, technology-driven organization where our test designs impact products used by millions of people around the world every day, we invite you to join us.

Primary Objective

When a customer’s test system goes down, production stops and the clock starts running. You’re the person they call — and the person who makes it right.

As our Customer Support Engineering Manager, you’ll lead the team that stands behind a 50-year installed base of advanced electronic test systems, owning the customer experience from the first urgent call all the way through to resolution. Just as importantly, you’ll turn that hard-won trust into a business: building and commercializing a subscription-based portfolio of maintenance, analytics, and cybersecurity services that keeps our customers running and builds a durable recurring-revenue stream for Circuit Check. Our solutions serve customers across medical, industrial controls, automotive, cloud computing, and other electronic applications.

This is a role with real range. One hour you’re calming a customer whose line is stopped and marshaling engineering to a fix; the next you’re pricing a new service package, sitting with an account team, or planning the next hire on your team. If you’re energized rather than rattled by that variety, keep reading.

Who You Are

This role is built for a specific kind of person. You’ll thrive here if this sounds like you:

• You’re calm when everything is on fire. You can take a customer’s worst day — systems down, tempers high — and be the steady, credible voice on the other end of the line.
• You’re technical enough to be taken seriously. You don’t need to design the fix yourself, but you can speak the language, understand the problem, and earn the trust of both engineers and customers.
• You get things done across an organization you don’t control. You know how to drive engineering, service, quality, and operations toward a resolution through influence, urgency, and follow-through — not just authority.
• You’re genuinely flexible and thrive in frantic, fast-shifting environments. You can move from a crisis call to a pricing model to a hiring plan without losing the thread.
• You think commercially. You see a support relationship not just as a problem to close, but as value to build — and revenue to grow.

What You'll Own

Customer Issue Leadership & Resolution

• Act as the central point of accountability for customer-reported problems, coordinating diagnosis, prioritization, and resolution across engineering, service, and product teams
• Deploy and manage field service technicians globally to perform both warranty and paid service work, ensuring timely, professional on-site and remote support
• Maintain transparent, proactive communication with customers throughout the issue lifecycle — status updates, root-cause explanations, and corrective action plans
• Lead escalations with engineering, quality, and operations to ensure rapid containment and long-term corrective action
• Capture learnings from issues to improve product reliability, enhance service offerings, and strengthen the value of our subscriptions.

Product Ownership & Strategy

• Define and evolve the aftermarket service portfolio, with a focus on subscriptions for maintenance, analytics, and cybersecurity
• Develop business cases for new services, including pricing, packaging, and go-to-market strategy
• Lead integration of analytics tools (e.g., WATS) and cybersecurity offerings (e.g., Isolated Networks, TestPartner dashboard) into service offerings.

Cross-Functional Program Leadership

• Coordinate internal engineering, service, sales, and operations resources to build and deliver robust service offerings
• Identify and manage third-party vendors to augment internal capabilities and close gaps in the service portfolio.

Sales & Customer Engagement

• Collaborate with Account Managers and Application Engineers to position services in new sales opportunities
• Build and maintain internal processes for quoting (Salesforce), order entry (IFS), and project management — creating tools where possible, or working with internal and external consultants where needed
• Conduct direct customer engagement to grow subscriptions and ensure service aligns with real user needs
• Represent our service value propositions in customer meetings, trade shows, and product demos.

Marketing & Promotion

• Work with marketing to develop and maintain sales collateral, website content, and promotional materials
• Ensure consistent, compelling messaging for our service solutions across all channels.

Team Growth & Planning

• Develop and maintain the strategic hiring roadmap for the function, including role definitions, timing, and reporting structure
• Own the team’s org chart, evolving it to match business growth and product complexity.

Business Management & Reporting

• Drive CRM (Salesforce) utilization for tracking and closing service opportunities
• Prepare monthly, quarterly, and annual reports and forecasts as defined by leadership
• Develop knowledge of competitive products, identify emerging markets, and create strategy for competing
• Stay current on all CCI products from a technical, applications, pricing, and selling-benefits standpoint.

Education & Experience

• Bachelor’s degree in engineering, business, or a related field; technical background strongly preferred
• Minimum of 5 years of experience in a technical professional role, preferably including leadership, in a B2B or industrial technology environment
• Familiarity with electronics testing, test systems, or a related service business is a plus
• Strong project management and cross-functional leadership skills
• Ability to operate at both strategic and tactical levels, comfortable interfacing with executives, customers, and technical teams
• Excellent communication and interpersonal skills, with an aptitude for building strong internal and external relationships
• Strong initiative, a proactive nature, and a real sense of urgency.

Knowledge, Skills & Abilities

Strategic & Analytical Thinking

• Ability to see patterns across complex data, customer behaviors, and market signals — and translate insights into actionable strategies and business cases
• Rigorous analytical skills: financial models, program economics, pricing structures, and competitive intelligence that inform decision-making
• Thinks several moves ahead — anticipating customer needs, competitive responses, and market evolution

Organizational & Execution Leadership

• Natural ability to orchestrate multiple moving parts — people, timelines, resources, priorities — across complex programs and matrixed organizations
• Skilled at configuring cross-functional teams for maximum effectiveness, with the program management discipline to track interdependencies and keep engagements on schedule and budget

Presence & Influence

• Commanding executive presence with confidence to lead negotiations, challenge the status quo, and drive decisions in ambiguous situations
• Willingness to take charge, confront difficult issues directly, and provide clear direction when the path forward is uncertain
• Exceptional communication skills — compelling narratives, proposals, and presentations for technical and executive audiences

Industry & Technical Acumen

• Deep understanding of the AI/ML data center ecosystem: GPU architectures, training/inference infrastructure, thermal management, power delivery, rack integration, and test/validation
• Credible in technical discussions with customer engineering teams while maintaining a business-outcome focus; proficient with CRM platforms (Salesforce preferred)

Compensation & Performance Structure

This role does not carry a traditional sales quota. Compensation includes a competitive base salary plus bonus objectives tied to:

• Profitable growth in recurring revenue from service subscriptions
• Strong customer satisfaction and retention tied to service performance
• On-time delivery of new service offerings
• Execution of the hiring plan and build-out of the team.

Physical Requirements

These physical requirements must be performed with or without accommodation:

• This position may require off-hours communication especially when working with our team in Southeast Asia
• Travel up to 10% of the time, including other CCI sites and key customer visits to better understand customer needs and market trends
• Time is split between usual office working conditions and travel
• Ability to sit for extended periods; bend, reach, stoop, and twist as required
• Heavy use of an office computer to complete work
• Exposure to a manufacturing area, which may entail exposure to dirt, dust, noise, machine chemicals, fumes, and other attributes common to this environment
• Ability to lift and carry up to 40 lbs.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.

Pay and Benefits

This job description reflects management’s assignment of key responsibilities; it does not prescribe or restrict the tasks that may be assigned.

Base pay is only one element of an employee's total compensation at Circuit Check. Employees (and their dependents in most plans) are covered by medical, dental, vision, basic life, short- and long-term disability and accidental death and dismemberment insurance. Employees are able to enroll in Circuit Check’s 401k plan, in which the Company will match 50% of your contributions up to 6% with a maximum contribution. Paid time off includes vacation and sick time along with paid holidays. A summary of benefits can be provided by request via email to hr@circuitcheck.com.

Circuit Check, Inc. is proud to be an Equal Opportunity Employer. We do not discriminate based on identity, race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state, or local law. Because Circuit Check is a federal contractor, we participate in the E-Verify program in certain locations, as required by law. Applicants must be legally authorized to work in the United States without needing sponsorship for an employment visa (e.g., H1B status).

If you need a reasonable accommodation for any part of the employment process, please contact us by email at hr@circuitcheck.com and let us know the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation.