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
