Senior Manager European Support

Edge Autonomy.com

Office

Latvia

Full Time

Senior Manager European Support Edge Autonomy Riga is an international company with its main office in the USA, and we are part of the Redwire group. We specialize in the development, manufacturing, and integration of autonomous unmanned aerial vehicles (UAVs) and electro-optical surveillance systems. Our products are widely used in defense, security, civil, and industrial sectors around the world. The company culture is built on innovation, sustainability, mutual respect, and international collaboration. The Senior Manager European Support will be responsible for leading and managing all Customer Support, MRO, and FSR operations, ensuring exceptional service delivery for Uncrewed Aircraft Systems (UAS) and Octopus payload products. This leadership role involves overseeing the resolution of incidents, managing UAS maintenance, repair, and overhaul (MRO) for customers, and ensuring a seamless customer experience through timely and effective assistance. The Senior Manager will also spearhead the evolution of processes, while continually improving operational efficiency and customer satisfaction. Position Responsibilities: Strategic Leadership: Develop and communicate a forward-thinking strategy, aligning it with organizational goals, technological innovations, and customer expectations. Process Optimization: Design and enforce clear resolution timelines and expectations, ensuring consistent high-quality service delivery. Operational Excellence: Continuously analyze performance metrics, identify trends, and implement process improvements to enhance service quality, mitigate recurring issues, and streamline incident management. Team Development & Leadership: Lead the recruitment, development, and ongoing training of staff. Provide mentorship and coaching to foster a high-performing team culture, driving continuous growth and skill enhancement. Budget & Resource Management: Manage the team’s budget and resources to ensure they are used efficiently, keeping costs under control while maintaining service quality. Cross-Functional Collaboration: Collaborate with key stakeholders across departments and locations to identify and procure advanced tools, software, and systems that enhance both internal and external support capabilities. Technology Procurement & Innovation: Stay at the forefront of emerging technologies and industry best practices to guide technology procurement, development, and implementation, ensuring systems remain scalable and future-proof. Incident Management & Resolution: Oversee the resolution of incidents and service requests, ensuring efficient handling of critical issues, minimizing service disruptions, and ensuring exceptional customer satisfaction. Escalation Management: Establish and enforce robust escalation protocols for high-priority incidents, ensuring rapid response and resolution to mitigate service disruptions and maintain service excellence. Trend Analysis & Continuous Improvement: Track, analyze, and leverage trends in Customer Support requests to make informed decisions, driving improvements in processes and systems, and ensuring alignment with evolving customer needs. Ticketing System Enhancement: Regularly assess ticketing system requirements, recommending and implementing necessary reconfigurations based on emerging trends, performance data, and organizational growth. Basic Qualifications (Required Skills & Experience): Bachelor’s degree in aerospace management, Engineering, or a related field, or an equivalent combination of education, training, and experience. 5+ years of experience managing customer support or technical support teams, with direct responsibility for budget oversight and operational management. 2+ years of experience in a leadership or managerial role, with a proven ability to lead cross-functional teams and drive operational performance. Deep expertise in Customer Support operations, including hands-on experience with ticketing platforms and a strong understanding of both hardware and software support processes. Experience in leading, mentoring, and developing high-performing technical support teams to drive continuous improvement in service delivery. Ability to assess business risks and opportunities, providing actionable recommendations to leadership to support growth and operational optimization. Excellent communication skills, with the ability to articulate complex technical information in clear, accessible terms to diverse audiences, including non-technical stakeholders. Other Qualifications & Desired Competencies: Strong relationship management and performance coaching skills, with the ability to inspire and motivate teams to achieve strategic goals. Exceptional problem-solving, analytical, and critical-thinking skills, with a demonstrated ability to identify service gaps and drive improvement initiatives. Ability to prioritize and manage multiple complex tasks in a dynamic, high-pressure environment. Highly self-motivated and proactive, with the ability to work independently and within a collaborative team environment. Strong leadership and interpersonal skills, with the capacity to influence, mentor, and build trust across all organizational levels. English required; Russian preferred. Ability to travel occasionally. We offer: Modern production facility with cutting-edge equipment and a dynamic work environment. Salary from 4000-4500 gross. Health and children accident insurance, after probation time. Accident insurance from first day. Annual bonus program based on performance. Yearly salary review. Financial support in special life situations. Free parking and company shuttle bus Jelgava–Rīga–Jelgava. Join our team and grow your technical skills while working with world-class technologies! Please submit your CV in English by clicking 'Apply' or send it directly to hr.lv@edgeautonomy.eu We appreciate every application, but please note that only shortlisted candidates will be contacted for interviews.The information submitted by the candidate will be processed and stored in accordance with the General Data Protection Regulation (GDPR) and the company's recruitment procedures, will be used for recruitment purposes.