Manager Technical Services

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

About the Company

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.

Position Overview

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.

Key Responsibilities

Customer & Technical Support

• 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.

Leadership & Department Management

• 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.

Required Qualifications

• Bachelor's 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 t