Director, Field Applications Engineering & Customer Support

About the role:

Reporting to the VP, Sales and Business Development, the Director, Field Applications Engineering & Customer Support leads Octasic’s global FAE, Technical Support, Training, and Customer Success functions. The role connects customers with Sales, Product Line Management, Engineering, Validation, and Operations to ensure the successful evaluation, integration, deployment, operation, and long-term support of Octasic solutions.

What you'll do:

• Lead and scale the global FAE and Customer Support organization; set objectives, KPIs, and succession plans; and recruit, coach, and retain high-performing technical talent.
• Recruit, mentor, develop, and retain high-performing technical talent.
• Own global support operations from delivery through sustainment, including issue tracking, RMAs, escalation paths, service levels, reporting, timely resolution, and continuous improvement.
• Lead the technical aspects of strategic pursuits and opportunity qualification, directing consistent demonstrations, proofs of concept, evaluations, field activities, workshops, and key customer presentations.
• Ensure successful onboarding, deployment, adoption, and sustainment; monitor the success of strategic accounts; resolve major escalations; and build relationships that support retention, expansion, and advocacy.
• Audit and oversee third-party training providers and channel partners.
• Develop and manage customer and internal FAE training and certification programs, including lesson plans and lab environments.
• Act as the Voice of the Customer, prioritizing feedback, recurring issues, and enhancement opportunities while aligning Product Line Management, Engineering, Validation, and Support.
• Oversee the planning, resourcing, execution, analysis, and reporting of customer field tests, trials, and operational demonstrations.
• Collect field performance metrics and ensure that lessons learned are used to improve products and deployment practices.
• Support strategic reviews, forecasting, planning, budgeting, global expansion, executive reporting, and trade compliance requirements for demonstration assets and technical transfers.
• Coordinate support activities across Engineering, Validation, Product Management, and Operations.
• Drive continuous improvement initiatives to increase customer satisfaction and reduce resolution times.

Qualifications:

• Bachelor’s degree in Engineering, Computer Science, Telecommunications, Electrical Engineering, or a related field;
• At least 10 years of experience in customer-facing technical roles, including at least five years of experience leading technical teams. Experience managing globally distributed teams an assets;
• Experience supporting customers in the defense, intelligence, public safety, telecommunications, or wireless technology sectors is highly desirable;
• Strong knowledge of cellular technologies (2G–5G), RF and wireless communications, hardware and software integration, troubleshooting, and issue management, SIGINT, EW, geolocation, spectrum operations, or air, land, and sea systems integration is an asset;
• Ability to obtain a Canadian security clearance;
• The position requires some travel domestically and internationally up to 30% of the time.