Position Overview:

We are helping our client with recruiting an experienced Manager of 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 bench marks for their team and helping in the development of new products and its implementation.

Responsibilities:

• Accomplish department goals through managing their team, planning and evaluating department activities and project management oversight.
• Develops, coordinates and enforces systems, policies, procedures and productivity standards.
• Manage and develop a team of Technical Service Engineers who provide remote technical assistance to Company customers
• Prepare reports as required to support customer and company operations
• Understand how to manage and prepare responses to both external and internal customer requests while taking into accoi8nt the constraints of the company.
• Accomplishes financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
• Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
• Help customers apply Company products through visits, demonstrations, training courses and telephone contact.
• Work with customers to determine needed feature sets for our products to succeed in the marketplace and provide this information to the Marketing team.
• In collaboration with the other members of the Technical Services Department, provide support to and to resolve customer concerns providing application notes, conference papers, responding to questions, webex demonstrations etc.
• Responsible for preparation of product presentations, product comparisons for business development.
• Contribute with customer service information for strategic plans and reviews done by Marketing; resolving problems; identifying customer service trends; determining system improvements.
• Assist in the preparation and presentation of successful proposals for Company products, services and systems.
• Be a secondary customer contact on primarily technical matters.
• Participate in training efforts and assisting customers with the installation, commissioning and operation systems involving Company products, both on- site and from Company offices.
• Participate in Industry technical meetings such as NASPI, IEEE PSRC, etc.
• Provide input to the manuals, datasheets, ordering guides etc. for use by the customers.
• Provide support for Company marketing, sales, application engineering and development activities.
• Travel within US and Canada up to 25%
• Other duties as assigned.

Qualifications:

• Minimum a Bachelor of Science in Electrical Engineering

• 10 years’ experience working with relays and recorders
• Previous experience leading and developing a team
• Strong professional presentation skills, both written and oral, 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 firm and industry practices
• Experience with EMTP, load flow and short circuit studies
• Ability to work cooperatively in team environment
• Very strong computer and business software skills
• Exceptional organization and "get it done" skills
• Background check results satisfactory to Company and negative drug test result(s)

Preferred Technical Qualifications:

• Experience with electric power transmission, distribution, and generation systems
• Experience in power systems protective relay and fault recorder use involving transmission lines and substations.
• Knowledge of advanced communication protocols and communication system architecture.
• Experience being a part of project teams and leading teams
• Expert knowledge of system protection, integration and automation applications
• Experience using Company relay products for the last few years