Role Summary

On behalf of our client, we are seeking a Technical Service Engineering Manager. In this role, you will steer the technical services division, establishing performance benchmarks and aligning departmental output with corporate growth. Acting as a pivotal bridge between product development, sales operations, and external clients, you will spearhead the rollout of next-generation solutions and ensure top-tier service delivery.

Core Leadership & Operational Mandate

• Direct operational workflows, oversee complex project lifecycles, and establish clear performance targets to meet overarching organizational objectives.

• Mentor, scale, and supervise a specialized unit of remote-based engineers dedicated to client troubleshooting and post-sale technical care.

• Author, implement, and audit operational protocols, safety guidelines, and productivity metrics to maintain organizational compliance.

• Oversee the department's financial health by performing annual budget forecasts, monitoring expenditures, analyzing balance variances, and deploying cost-corrective measures.

• Capture field data and user feedback regarding feature requirements, transferring these insights to marketing and product management to drive competitive advantages.

Client Engagement & Technical Support

• Guide clients through product adoption via tailored technical presentations, on-site system showcases, and comprehensive instructional courses.

• Partner with engineering colleagues to mitigate complex client challenges by drafting white papers, application briefs, and leading virtual technical workshops.

• Assist in building technical frameworks for business proposals, engineering product comparison models, and delivering high-impact technical pitches to secure new business.

• Serve as an advanced technical point of contact for complex customer inquiries, balancing operational limitations with client expectations.

• Drive deployment success by assisting with off-site system installations, device commissioning, and field testing.

Industry Presence & Administrative Duties

• Represent the organization at major power sector conferences and technical committees (such as IEEE PSRC, NASPI, and related industry bodies).

• Review and optimize customer-facing technical literature, including product datasheets, instruction manuals, and deployment guides.

• Available for regional travel across the United States and Canada (approximately 25%).

Candidate Specifications

Essential Criteria

• Bachelor’s Degree (B.S.) in Electrical Engineering.

• A minimum of 10 years of hands-on experience specializing in power system protective relay technologies.

• Proven background in a supervisory or management capacity with a focus on talent development.

• Elite verbal and written communication skills, with the diplomatic acumen required to navigate sensitive negotiations or high-stakes client discussions.

• Deep comprehension of utility-scale electrical grid architectures, operational philosophies, and standard engineering firm practices.

• Practical experience executing electromagnetic transient programs (EMTP), short-circuit analysis, and load-flow modeling.

• Advanced proficiency with standard corporate enterprise software, exceptional project management skills, and a results-driven mindset.

• Willingness to undergo standard corporate background checks and pre-employment substance screenings.

Desired Technical Background

• Familiarity with the distinct nuances of power generation, transmission, and distribution networks.

• Direct experience deploying protective relaying schemas within substation environments.

• Advanced literacy in modern network architectures and industrial communication protocols.

• Subject matter expertise in grid automation, system integration, and advanced protection schemes.