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From the Mariana Trench, the deepest point on earth, to surging shorelines and anywhere in-between, we make the impossible possible through our continuous passion for innovation.
Our people design, engineer and manufacture technologies that are enabling our customers to discover, navigate, measure, detect and communicate in the toughest environment on earth: Our oceans. We’ve been actively developing the technology to make the oceans accessible for nearly 50 years and we’re only just getting started…At Sonardyne, we value different ways of thinking. Whether you think in code, patterns, systems, or steps, your unique perspective is important to us.
We’re looking for an experienced and dynamic Customer Operations Manager to lead and inspire a dedicated UK-based team of Offshore Field Engineers and Customer Support professionals. This is a pivotal leadership role responsible for ensuring the delivery of exceptional first- and second-line support for the full range of Sonardyne’s advanced marine technology systems.
What You’ll Do- Lead and develop a high-performing customer support team, ensuring alignment with business goals and customer satisfaction targets.
- Manage global resource deployment, working closely with regional offices in the US, Brazil, and Asia to ensure seamless 24/7 support coverage.
- Drive best practice in customer support operations, developing and maintaining policies, processes, and procedures that ensure service excellence.
- Monitor performance metrics including KPIs, engineer utilization, customer feedback, and service delivery effectiveness.
- Liaise with key customers and internal stakeholders, managing escalations, deploying advanced diagnostics, and maintaining transparent communication.
- Coordinate internal and external training programs, ensuring consistent technical expertise across all support resources.
- Oversee departmental budgeting and ensure effective cost management of global support operations.
- Promote a safety-first culture, conducting risk assessments and implementing safe working practices across all field support activities.
Who We’re Looking ForYou are a confident and resilient leader with:
- Hands-on engineering experience in offshore oil & gas or a similar environment.
- Proven success managing a technical customer support team, preferably across multiple locations and time zones.
- Strong communication and organisational skills with the ability to influence stakeholders and drive continuous improvement.
- Experience with customer satisfaction measurement, problem resolution, and CRM systems (Salesforce preferred).
- A passion for people development, safety, and delivering best-in-class customer experiences.
Essential Qualifications & Skills- Degree (or equivalent) in Mechanical, Electrical, Electronic, or Hydrographic Survey Engineering.
- Experience in customer-facing roles within a technical environment.
- Demonstrated ability to coach, mentor, and lead a multidisciplinary support team.
Why Sonardyne?- At Sonardyne, we innovate for a safer and more sustainable ocean. You’ll be part of a global company with a proud history, cutting-edge technologies, and a collaborative culture that values integrity, innovation, and excellence.
