Operations and Customer Service Lead

Company Description

Boston Engineering is a technology-driven consulting firm that provides innovative engineering solutions to commercial and government clients. Headquartered in Waltham, Massachusetts, Boston Engineering specializes in product development, systems engineering, and technology commercialization, leveraging deep expertise in robotics, digital solutions, medical devices, diagnostic equipment, defense systems, and industrial automation.

The company integrates advanced technologies with practical engineering execution, delivering end-to-end services from concept through commercialization. Boston Engineering combines technical rigor, cross-disciplinary teams, and proven processes to accelerate product development and to solve complex challenges. The company is ISO-certified and CMMC-certified, with a commitment to operational excellence, innovation, and measurable client outcomes. Its mission is to improve the way people work and live through innovative product development and novel engineering.

Job Description

Industry: Ocean Sensing / Maritime Technology / Government Contracting

Boston Engineering has a fast-growing Maritime Intelligence business delivering advanced sensing systems to federal agencies and research institutions. As Operations and Customer Service Lead, you will lead and ensure our customers receive reliable, mission-ready capability and exceptional support throughout our products' lifecycle(s). You'll be instrumental in scaling (externally-facing) operations while navigating the unique demands of government contracting.

YOU MUST BE ELIGIBLE FOR U.S. SECURITY CLEARANCE

Key Responsibilities

• Support customer technology evaluation, tactical integration, and field deployment of Maritime Intelligence systems.

• Coordinate with the appropriate customer units to schedule, scope, and provide staffing for technology events in coordination with business development, delivery, and engineering.

• Lead development and execution of operational exercise plans aligned with customer mission profiles, including safety, logistics, deployment planning, field support, and coordination with government and other customers.

• Lead deployment and operation of Maritime Intelligence systems in real-world environments, including surf zones, shallow, and deep water.

• Capture mission-relevant sensor data during exercises; ensure fidelity, security, and traceability of all collected datasets.

• Coordinate and work with engineering to analyze system performance against objectives and environmental variables.

• Serve as primary liaison during demonstrations in coordination with Business Development with customers, program managers, and government evaluators.

• Conduct pre- and post-exercise briefings, highlight system capabilities, limitations, and tactical relevance and collaborate with other leaders for future engineering and manufacturing planning.

• Customer Support

• Ensure successful customer adoption by leading installation and commissioning, delivering customer training, providing documentation and onboarding support, and assisting with system integration.

• Ensure systems meet operational readiness standards across dynamic environments.

• Support customers and feed learning back into the business by providing technical troubleshooting, managing warranty and repair processes, delivering (not developing) software and firmware updates, planning end of life (EOL) transitions, and capturing voice of customer feedback to drive continuous improvement.

• Act as the primary point of contact providing customer support on delivered systems.

• Support existing team and eventually recruit and mentor a small, agile team across field operations, logistics, and support.

• Work closely with engineering, program management, and business development to align external operations with strategic, technical, and contractual goals. Translate contract requirements into operational plans.

• Deliver units to customers efficiently by managing orders, controlling inventory of units, overseeing warehousing of units, coordinating shipping and customs processes, and handling returns (RMA) processing.

• Identify systemic external operational issues, risks, and compliance gaps; drive development of mitigation strategies, ensure corrective actions are executed, and escalate unresolved risks when necessary.

• Deliver post-mission reports with actionable insights for Navy sponsors, acquisition teams, and product development.

Key Performance Indicators (KPIs)

• On-Time Delivery Rate of contract deliverables shipped or deployed on schedule.
• Issue response and resolution time(s)
• Documentation accuracy and update frequency

Qualifications

• 5-8+ years of experience in operations, military system use and training, or product delivery-preferably in defense or marine technology.
• Experience with software, oceanographic sensors, underwater vehicles, or maritime systems a plus.
• Bachelor's degree in Software Engineering, Systems Engineering, Operations or related field(s).
• U.S. citizenship required; ability to obtain security clearance.

Bonus Skills

• Military experience
• Familiarity with defense programs and/or DoD R&D contracts
• Experience deploying systems in harsh marine environments

Additional Information

Employment Type: Full-time Role

Reports to: General Manager, Maritime Intelligence

Location: Office-based in Waltham, MA

Travel: 20%

Relocation: Relocation assistance is not provided for this role.

Salary Range: The base salary range for this position is $100,000.00 to $180,000.00 annually, commensurate with experience and qualifications. The final offer amount will be determined by factors such as the candidate's education, experience, and skills. A comprehensive benefits package, including health insurance, 401(k) match, and paid time off, is also provided.

At Boston Engineering, you can grow in the direction YOU want. Subject matter depth, project management, sales, technical expert, you choose where you want your path to go. Through our mentoring program, hands-on training, and experienced leaders, you can explore what direction is best for you. Your future at Boston Engineering is in your hands!

Boston Engineering offers a full employee benefits plan, including a matching 401(k), in an open, energetic working environment that fosters strong client relationships and an entrepreneurial team spirit.

Your application will not be considered complete without a submitted writing sample.

All your information will be kept confidential according to EEO guidelines.