Position: Manager Technical Services
Reports to: CEO
Type: Full-Time, Work from Office
Location: Houston, Texas, USA
Travel Requirement: Up to 25% within US & Internationally
Work Eligibility:
About Our Customer
Our customer designs and manufactures advanced protection relays and disturbance
fault recorders for the global electric power industry. With teams of professionals
across Winnipeg, Canada, Houston, USA, and Bangalore, India, the company brings
decades of expertise in power system protection, monitoring, and control. The
company is recognized for delivering reliable, high-performance solutions that ensure
power system stability and efficiency. Trusted by utilities and industries worldwide, its
products are known for their precision, robustness, and innovation. Headquartered in
Winnipeg, Canada, the company operates globally with strong technical and customer
support.
Role Overview
PowerSystem Company 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 and implementation of new products.
Ideal Candidate
• Strong people manager with excellent ability to take charge, understand
business needs, and manage workflow for the department.
• Demonstrated customer satisfaction by providing top-quality customer service,
problem-solving for current and potential customers, and technical support to
the Sales team.
• Has developed and maintained expert-level 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 PowerSystem
Company 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
PowerSystem Company systems, both remotely and on-site.
• Represent PowerSystem Company 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 and planning for the timely
delivery of customer support.
• Lead, mentor, and develop a team of Technical Service Engineers providing
remote technical support to PowerSystem Company customers.
• Maintain high-quality service standards by resolving customer issues, improving
processes, and driving continuous service improvements.
• Ensure customer satisfaction as the primary goal.
Qualifications & Preferred Technical Skills
• B.S. in Electrical Engineering is mandatory.
• 10+ years' experience working with numerical relays and recorders.
• Previous experience leading and developing a team.
• Strong professional presentation skills, both written and oral, including 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 applications at utilities or engineering
firms and industry practices.
• Experience with EMTP, load flow, and short circuit studies.
• Experience with utility companies, consulting, or engineering companies is an
advantage.
• Knowledge of advanced communication protocols and communication system
architecture.
• Expert knowledge of system protection, integration, and automation
applications.