Applications Engineer – Regional Technical Support Manager

R&M USA is seeking an experienced Regional Technical Support Manager to lead hands-on technical support and execution across the United States, Canada, and Mexico, covering R&M’s three core market segments: Broadband (FTTx), Data Centers, and Enterprise Structured Cabling.

This role is highly field-oriented and practical, requiring direct involvement in customer projects, partner support, technical training, and on-site production and quality evaluations at R&M’s Fremont facility and subcontracted manufacturing partners in Mexico. The position also plays a key role in product development,

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Key Responsibilities

Hands-On Regional Technical Support

Act as the senior technical authority for R&M solutions across Broadband, Data Center, and Structured Cabling segments

Provide hands-on technical support to customers, partners, and internal sales teams, including on-site troubleshooting and solution validation.

Support complex customer projects, network designs, and application-specific implementations.

Represent R&M in technical workshops, customer meetings, and field engagements across the US and Canada.

Product Development & Application Design

Provide direct, field-driven feedback to global product management and R&D teams.

Support product definition, application design, and validation based on real customer and market requirements.

Participate in product development reviews, pilots, and early deployments.

Support customization and application optimization for key customers and strategic projects.

Training & Technical Enablement (QPP)

Develop and deliver QPP (Qualified Partner Program) technical trainings and certifications.

Conduct hands-on technical trainings for partners, customers, and internal teams.

Maintain and continuously improve training materials, labs, and demonstrations.

Support technical onboarding and certification of distributors and partners.

Production Process Support & Quality Evaluation

Provide hands-on technical support and evaluation of production processes at the Fremont facility.

Support and assess subcontracted manufacturing partners in Mexico, acting as a technical interface between production, quality, and engineering.

Participate in on-site process reviews, audits, and technical assessments focused on quality, repeatability, and efficiency.

Support and validate Lean Manufacturing and continuous improvement initiatives.

Assist with root-cause analysis, corrective actions, and preventive measures related to product or process issues.

Ensure production and quality feedback is incorporated into product design and documentation.

Standards, Quality & Technical Documentation

Apply and support relevant industry standards (TIA, ISO, IEC, IEEE, BICSI).

Support development of technical documentation, application notes, and best-practice guidelines.

Assist with customer escalations, audits, and quality investigations as required.

Cross-Functional & Global Collaboration

Work closely with sales, marketing, operations, quality, and supply chain teams to ensure technically sound execution.

Interface with global technical support, product management, engineering, and operations excellence teams.

Support tradeshows, customer events, and technical demonstrations as required.

Required Qualifications

8–12+ years of experience in technical support, engineering, or solutions architecture within telecommunications or network infrastructure.

Proven hands-on experience across FTTx / Broadband, Data Centers, and Enterprise Structured Cabling.

Strong practical knowledge of fiber optic and copper cabling systems, connectivity, enclosures, and network architectures.

Demonstrated experience supporting product development and manufacturing interfaces.

Experience evaluating production processes, quality systems, and operational efficiency.

Experience delivering technical training, certifications, or partner enablement programs.

Excellent communication, presentation, and customer-facing skills.

Willingness to travel extensively across the US, Canada, and Mexico

Preferred Qualifications

Engineering degree or equivalent technical education

Experience working with subcontracted manufacturing environments.

Familiarity with Lean Manufacturing, continuous improvement, and quality management systems

Knowledge of BICSI practices, data center design, and carrier network architectures