Technical and Customer Relations Manager

POSITION SUMMARY

XOPS, a fast-growing technology subsidiary of an international group, develops IoT and software platforms that enhance operational performance in the airport sector. We are seeking a Technical & Customer Relations Manager to support solution deployment and customer success across the U.S. and Canada.

This role combines advanced technical field support, installation oversight, training and strategic customer relationship management. The ideal candidate brings strong technical fluency in IoT environments (hardware software), excellent communication and troubleshooting skills and the ability to work autonomously in operational settings such as airports or ground support environments.

KEY RESPONSIBILITIES

Technical Support & Field Expertise

• Provide expert-level technical support to U.S. and Canadian customers (hardware, software and network).
• Diagnose complex system issues involving software, sensors, network configuration and installations.
• Coordinate technical escalations with European and Canadian product and R&D teams.
• Occasionally travel onsite for audits, system tests and hands-on troubleshooting.
• Support technical pre-sales activities including demos and pilot programs.

Installation Oversight

• Supervise or perform sensor and hardware installations in airport or industrial environments.
• Ensure electrical compliance and safety (including U.S. NEC standards).
• Interpret and work from electrical schematics, installation diagrams and network maps.
• Conduct diagnostics on components (connectors, modules, power supplies, sensors).

Training & Partner Enablement

• Develop and deliver technical training programs for internal teams and external partners.
• Certify third-party installers and integrators on installation, configuration and maintenance protocols.
• Create technical training materials such as user guides, procedures and videos.

Customer Success & Relationship Management

• Act as the lead technical contact for strategic U.S. and Canadian clients.
• Monitor solution performance (availability, KPIs) and identify continuous improvement opportunities.
• Proactively manage escalations, ensuring thorough communication and resolution.
• Build strong customer rapport and ensure satisfaction throughout the lifecycle.

Deployment Project Support

• Participate in and support deployment projects from planning to final validation.
  • Conduct field technical audits including power, network and sensor placement reviews.
  • Ensure all integrations meet both airport and internal technical standards.

QUALIFICATIONS AND EXPERIENCE:

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.

• Bachelor’s degree in Electrical Engineering, Electronics, Computer Science, Telecommunications, or related field - or equivalent practical experience.
• 5-10 years of experience in advanced technical support, field engineering, or system deployment roles.
• Strong background in IoT systems, connected hardware, or industrial electronics.
• Familiarity with U.S. electrical standards (NEC) and airport/aviation environments is a plus.
• Skilled in diagnosing and resolving hardware and network issues.
• Understanding of cloud/SaaS architecture, API integration and network protocols (TCP/IP).
  

OTHER SKILLS AND ABILITIES:

• Proficient in Microsoft Office applications (Outlook, Excel, PowerPoint, Word).
• Excellent interpersonal, teaching, and communication skills.
• Strong customer orientation with the ability to manage pressure and resolve sensitive issues.
• Highly organized, detail-oriented, and proactive in field-based or remote environments.
• Confident, collaborative and able to work independently in a fast-paced environment.
• Must be fluent in English (written and spoken).
• Must have a valid driver’s license.
• Legally authorized to work in the United States.
• Willing and able to travel up to 50%, both domestically and internationally; must hold a valid passport or have the ability to obtain one.