Manager Technical Services

Job description

Role Overview: ERLPhase Power Technologies Ltd seeks an experienced Manager Technical Services who is accountable for providing strategic leadership and direction for the Technical Services Department. This individual will work closely with Sales and other internal and external stakeholders providing quality services and setting benchmarks for their team, as well as helping in the development/implementation of new products”. Ideal Candidate: • Strong people manager with excellent ability to take charge, understand business needs and manage work flow for the department. • Demonstrated customer satisfaction by providing top quality customer service problem solving to current and potential customers and to provide technical support to the Sales team • Have developed and maintained an expert level of technical expertise in electric power system protection and/or automation (specifically relays and recorders) Key Responsibilities: Customer, Technical & Business Support • Support customers through product demonstrations, training, application guidance, and technical consultations. • Collaborate with the Technical Services team to resolve customer issues through application notes, Webex demonstrations, and technical support. • Prepare product presentations, competitive comparisons, and technical materials to support business development initiatives. • Assist in preparing and presenting technical proposals for ERLPhase products, services, and solutions. • Develop a close working relationship with customers and establish a secondary technical contact, besides RSM, for customer inquiries and escalations. • Assist customers with the installation, commissioning, and operation of ERLPhase systems, both remotely and on-site. • Represent ERLPhase at industry conferences and technical forums such as NASPI and IEEE PSRC. • Contribute to the development of customer-facing technical documentation, including manuals, datasheets, and ordering guides. • Provide technical support to Marketing, Sales, Application Engineering, and Product Development teams. Leadership & Operational Management • Accomplish departmental goals by leading the team, planning for delivery of customer support in a timely manner. • Lead, mentor, and develop a team of Technical Service Engineers providing remote technical support to ERLPhase customers. • Maintain high-quality service standards by resolving customer issues, improving processes, and driving continuous service improvements. • Ensuring customer satisfaction as the prime goal. Qualifications & Preferred Technical Skills: • B.S. in Electrical Engineering is mandatory • 10+ years’ experience working with numerical relays and recorders • Previous experience in leading and developing a team • Strong professional presentation skills, both written and verbal, which includes the ability to hold difficult discussions with customers or employees to protect company interests. • Working knowledge of electric power systems and practices and philosophies • Working knowledge of protective relay application at utility or engineering firms and industry practices • Experience with EMTP, load flow and short circuit studies • Experience with Utility companies, Consulting, Engineering companies would be an advantage. • Knowledge of advanced communication protocols and communication system architecture • Expert knowledge of system protection, integration and automation applications