Manager Technical Services

Location: Houston TX
Work Arrangement: Onsite / Work from Office
Employment Type: Full-Time Permanent
Reports To: CEO
Travel: Up to 25% within the U.S. and internationally
Work Authorization: U.S. Citizens or Green Card Holders only

Our customer is a global leader in the design and manufacturing of advanced protection relays and disturbance fault recorders for the electric power industry.

With teams across Winnipeg Canada; Houston USA; and Bangalore India the company brings decades of expertise in power system protection monitoring and control. Its high-performance solutions are trusted by utilities and industrial customers worldwide to support power system reliability stability and efficiency.

We are seeking an experienced Manager Technical Services to provide strategic leadership and direction for the Technical Services Department.

This role will work closely with Sales Application Engineering Product Development Marketing customers and other internal and external stakeholders. The ideal candidate will combine strong people leadership with expert-level knowledge of electric power system protection numerical relays disturbance recorders and automation.

The Manager will be responsible for ensuring exceptional customer support developing the technical services team resolving complex technical issues supporting business development activities and contributing to new product development and implementation.

• Provide customers with product demonstrations technical training application guidance and technical consultations.

• Support customers in resolving technical issues through application notes virtual demonstrations remote troubleshooting and direct technical support.

• Assist customers with the installation commissioning and operation of company systems both remotely and onsite.

• Develop strong technical relationships with customers and establish a secondary technical point of contact in addition to the Regional Sales Manager.

• Support customers with technical inquiries escalations and complex application challenges.

• Prepare technical presentations competitive comparisons application materials and other content to support business development.

• Assist with the preparation and presentation of technical proposals for products services and solutions.

• Provide technical support to Sales Marketing Application Engineering and Product Development teams.

• Contribute to customer-facing technical documentation including manuals datasheets application guides and ordering guides.

• Represent the company at industry conferences technical forums and professional organizations including NASPI and IEEE PSRC.

• Lead mentor and develop a team of Technical Service Engineers providing technical support to customers.

• Establish departmental priorities workflows and performance expectations.

• Ensure timely and effective delivery of customer support activities.

• Monitor service quality and identify opportunities for process improvement.

• Drive continuous improvement in technical support processes customer experience and departmental performance.

• Develop and maintain technical service standards and best practices.

• Address complex customer or employee issues professionally and effectively while protecting company interests.

• Collaborate with leadership and cross-functional teams on strategic technical and business initiatives.

• Bachelors degree in Electrical Engineering (B.S.) is mandatory.

• 10 years of hands-on experience working with numerical relays and disturbance/fault recorders.

• Demonstrated experience leading mentoring and developing a technical engineering team.

• Expert-level knowledge of electric power system protection integration and automation applications.

• Strong understanding of electric power systems protection practices and industry philosophies.

• Strong knowledge of protective relay applications within utilities engineering firms or related organizations.

• Excellent written verbal presentation and customer communication skills.

• Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.

• Ability to manage difficult or sensitive discussions with customers and employees professionally.

• Willingness and ability to travel up to 25% within the U.S. and internationally.

• Experience with EMTP load flow and short-circuit studies.

• Experience working with utility companies consulting firms or engineering organizations.

• Knowledge of advanced communication protocols and communication system architectures.

• Experience with power system protection monitoring control and automation.

• Experience supporting product development product implementation or new technology initiatives.

• Familiarity with industry standards practices and organizations related to electric power system protection.

The ideal candidate is a strong technical leader and people manager who can take ownership of the Technical Services function while remaining technically hands-on.

You should be comfortable working directly with customers supporting Sales and Engineering teams resolving complex power system protection challenges and developing a high-performing technical services organization.

A successful candidate will bring a combination of:

• Deep technical expertise in numerical relays and disturbance recorders

• Strong knowledge of power system protection and automation

• Proven people leadership and team development experience

• Excellent customer-facing and presentation skills

• Strong business and problem-solving judgment

• A proactive approach to improving processes and customer satisfaction

• Position: Manager Technical Services

• Location: Houston Texas

• Work Setting: Onsite / Work from Office

• Employment: Full-Time Permanent

• Travel: Up to 25% U.S. and international

• Work Authorization: U.S. Citizens and Green Card Holders only

• Education: B.S. in Electrical Engineering required