Engineering Supervisor

POSITION SUMMARY

The Engineering Supervisor for Digital Services provides operational leadership and personnel management for 4-6 remote-monitoring, security integration, and data analytics engineers within Digital Services. This role is responsible for managing day-to-day operations, driving escalation resolution, maintaining performance standards, and ensuring service readiness.

The Engineering Supervisor directly oversees technical delivery for the monitoring engineering team, defines KPI frameworks and performance dashboards, develops structured training and career development plans, and leads the standardization of operational playbooks and service workflows. This role drives service readiness for new offerings by defining requirements with Engineering and Product teams and supports system-level initiatives such as UAT and disaster recovery planning. The Engineering Supervisor collaborates closely with the dedicated Program Manager on rollout planning, process optimization, and cross-functional initiatives while partnering with global engineering, service product managers, and customer-facing teams to optimize service delivery and ensure value realization.

The position is well-suited for a hands-on leader who combines technical credibility with strong operational discipline and the ability to lead a decentralized team through influence, data, and clear accountability.

RESPONSIBILITIES

Lead and manage a distributed team of engineers, establishing clear expectations, performance goals, and accountability while providing technical oversight and support to external and internal customers, service providers, and customer engineers.

Mentor and develop team members through structured training plans, cross-skilling, and career development initiatives to build capability and readiness across existing and emerging digital services.

Define KPI frameworks, build operational metric dashboards, and provide regular performance reporting to leadership — identifying operational risks, non-conformances, and capacity constraints with data-driven recommendations and mitigation plans.

Serve as an escalation point for high-impact service or customer issues, coordinating with customer, product, and field teams as needed.

Lead the development and standardization of operational playbooks, SOPs, and service workflows, driving process optimization initiatives in collaboration with the Program Manager to improve efficiency, scalability, and customer satisfaction.

Drive service readiness for new digital service offerings by collaborating with Engineering, Product, and Program Management to define functional requirements, service support models, scope of work, readiness criteria, and operational enablement strategies — including service expansion planning and commercial model alignment.

Partner with customer-facing teams to ensure successful delivery, adoption, and value realization of Digital Services offerings, participating in customer meetings, internal reviews, and strategic initiatives supporting departmental objectives.

Support Digital Services at the system level, including user acceptance testing (UAT), disaster recovery (DR) planning, coordinating testing, and driving initiatives to enhance service resiliency.

Contribute to rollout planning, change communication, and product enhancement prioritization in collaboration with the Program Manager.

Manage lab resources, operational environments, and technical infrastructure supporting monitoring engineering teams.

Prepare staffing business cases, capacity assessments, and resource forecasts to support service growth and operational demand planning.

QUALIFICATIONS

Two‑year degree in Electrical, Electronic, Computer Science, Networking or related technical discipline required or equivalent military technical training with relevant experience.

Minimum of three years of field service experience or five years of technical support experience in building automation, HVAC controls, critical infrastructure, or related industries.

Strong knowledge of monitoring protocols and integration technologies including Modbus, BACnet, SNMP, and network communications

Experience supporting digitally enabled products, services, monitoring platforms, or remote diagnostics and monitoring solutions.

Demonstrated leadership experience managing or leading teams in a decentralized or remote work environment.

Excellent written and verbal communication skills, with the ability to present clearly to customers, peers, and leadership.

Strong organizational and time‑management skills with the ability to balance competing priorities.

Detail‑oriented, self‑motivated, and capable of working independently while maintaining alignment with leadership direction.

Strong customer service mindset with the ability to de‑escalate complex technical and operational issues.

Positive, adaptable leadership style suited for a fast‑changing, growth‑oriented Digital Services environment.

TRAVEL REQUIREMENTS

Occasional domestic and international travel is required, up to 20% of the time

Must maintain a valid driver's license