About RealSimGear

RealSimGear is a leading developer and manufacturer of professional-grade flight simulator systems, delivering immersive, high-fidelity training hardware to flight schools, commercial operators and aviation enthusiasts worldwide. We are passionate about advancing aviation training through innovative simulation technology.

Position Overview

We are seeking an experienced and dynamic Director of Customer Support to lead and scale our customer support organization. This senior leadership role is responsible for two key teams: a remote support team delivering phone, email, and remote-control technical assistance, and a field team of onsite installation engineers who deploy and commission RealSimGear simulator systems at customer facilities across the country and internationally.

Reporting directly to the COO, this role oversees a team of 4–6 engineers and is critical to delivering a world-class customer experience. The ideal candidate is a hands-on leader with a proven track record managing technical and mechanical engineering teams, a customer-first mindset, and the operational discipline to drive exceptional service outcomes in a complex hardware environment.

Key ResponsibilitiesLeadership & Team Management

Lead, mentor, and develop a high-performing team of remote support engineers and onsite installation engineers
Define team structure, headcount planning, and hiring strategy to support company growth
Establish clear performance expectations, conduct regular reviews, and foster a culture of accountability and continuous improvement
Build career development pathways for engineers across both remote and field teams

Remote Support Operations

Oversee all phone, email, and remote-control support functions, ensuring timely, accurate, and professional resolution of customer issues
Define and enforce SLAs, escalation protocols, and quality standards
Implement and maintain support tooling (ticketing systems, remote access platforms, knowledge bases)
Analyze support metrics and drive initiatives to reduce ticket volume, improve first-contact resolution, and increase customer satisfaction

Field Installation Operations

Manage a team of onsite install engineers responsible for the delivery, installation, and commissioning of flight simulator systems at customer sites
Develop and standardize installation procedures, safety protocols, and field documentation
Coordinate scheduling and logistics for domestic and international installations
Serve as an escalation point for complex field issues and customer-facing challenges during installations

Cross-Functional Collaboration

Partner closely with Engineering, Sales, and Product teams to relay customer feedback, resolve systemic product issues, and inform roadmap priorities
Work with Sales and Account Management to support pre-sales scoping, customer onboarding, and renewal conversations
Collaborate with Operations and Logistics to ensure field teams have the tools, parts, and equipment needed for successful installations

Strategy & Reporting

Develop and execute a multi-year customer support strategy aligned with company growth objectives
Define, track, and report on key support KPIs to company leadership
Drive ongoing process improvement and scalability across all support functions
Build and manage the customer support department budget

QualificationsRequired

10+ years of experience in a technical support, field service, or customer success leadership role, with at least 5 years managing teams of technical and/or mechanical engineers
Demonstrated experience overseeing both remote support operations (phone, email, remote access) and field/onsite service teams
Strong understanding of complex hardware systems — experience with electromechanical, aerospace, simulation, or defense systems is highly valued
Proven ability to build and scale support organizations, define processes, and drive measurable improvements in service quality
Excellent communication and interpersonal skills, with the ability to interface confidently with technical teams, executives, and customers
Experience with support platforms and ticketing systems (e.g., HubSpot, Zendesk, Salesforce Service Cloud, Jira)
Ability to travel up to 25% of the time to customer sites and industry events

Preferred

Background in aviation, aerospace, defense, or simulation industries
Experience supporting hardware products with software and firmware components
Familiarity with installation and commissioning processes for technical equipment

What We Offer

Competitive salary of $100,000–$120,000 DOQ and performance-based bonus
Comprehensive health, dental, and vision benefits
401(k) with company match
Generous PTO and flexible work arrangements
The opportunity to work with a passionate team building world-class flight simulation technology
A dynamic, mission-driven environment where your work directly impacts aviation training outcomes

Pay: $100,000.00 - $120,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance

Application Question(s):

Do you have experience with customer support team management? Provide some examples.
Do you have any experience with flight simulation? If so, what is your preferred flight simulation software?

Experience:

Technical support management: 5 years (Required)

Work Location: In person

RealSimGear Inc

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