Manager, Technical Services

Confidential client: an established global designer and manufacturer of protection relays and disturbance fault recorders for the electric power industry, trusted by utilities and industries worldwide.

Position snapshot

• Title: Manager, Technical Services
• Location: Remote, based in any major US city
• Base salary: USD 150,000 to 170,000 a year
• Reports to: CEO
• Type: Full time
• Travel: up to 25% within the US and internationally
• Work eligibility: US citizens or Green Card holders

The role

You will provide strategic leadership and direction for the Technical Services department. Working closely with Sales and other internal and external stakeholders, you set the service benchmarks for your team, deliver quality support to customers and help develop and launch new products. The ideal leader is a strong people manager who takes charge, understands business needs and manages the department's workflow, with a record of top-quality customer problem solving and expert knowledge of power system protection and automation, specifically relays and recorders.

Key responsibilities

Customer, technical and business support

• Support customers through product demonstrations, training, application guidance and technical consultations.
• Resolve customer issues with the Technical Services team through application notes, online demonstrations and technical support.
• Prepare product presentations, competitive comparisons and technical material for business development.
• Help prepare and present technical proposals for products, services and solutions.
• Build close customer relationships as the secondary technical contact, alongside the regional sales manager, for inquiries and escalations.
• Assist customers with installation, commissioning and operation, remotely and on site.
• Represent the company at industry forums such as NASPI and IEEE PSRC.
• Contribute to manuals, datasheets and ordering guides.
• Support Marketing, Sales, Application Engineering and Product Development.

Leadership and operational management

• Deliver departmental goals by leading the team and planning timely customer support.
• Lead, mentor and develop a team of Technical Services Engineers who support customers remotely.
• Keep service standards high by resolving issues, improving processes and driving continuous improvement.
• Make customer satisfaction the prime goal.

What you bring

• B.S. in Electrical Engineering (mandatory).
• 15 years working with numerical relays and recorders.
• Experience leading and developing a team.
• Strong written and verbal presentation skills, including handling difficult conversations with customers or employees.
• Working knowledge of electric power systems and of protective relay application at utilities or engineering firms.
• Experience with EMTP, load flow and short circuit studies.
• Knowledge of advanced communication protocols and communication system architecture.
• Expert knowledge of system protection, integration and automation applications.
• Experience with utilities, consultancies or engineering companies is an advantage.

All applications are handled in confidence by a Dedicated HR Services partner. The client is named to shortlisted candidates only.