Product Support Manager

Job Summary

Lead and scale Enercon’s Field Service and Commissioning organization in support of mission-critical power systems, integrated electrical infrastructure, and lifecycle customer support initiatives across commercial, industrial, utility, defense, and data center markets.

Responsible for overall execution of field service operations including startup, commissioning, troubleshooting, warranty support, emergency response, customer training, preventive maintenance programs, and long-term service growth strategies.

Drive operational excellence through KPI management, technician development, standardized commissioning procedures, customer satisfaction initiatives, and scalable service delivery models aligned with Enercon and Generac strategic objectives.

Partner cross-functionally with Engineering, Manufacturing, Sales, Product Management, and Channel Teams to improve product reliability, enhance customer experience, and expand recurring service revenue opportunities.

Essential Duties and Responsibilities

· Experience with mission-critical electrical infrastructure, paralleling switchgear, ATS systems, or power distribution systems preferred.

· Experience supporting data centers, utilities, industrial facilities, or defense programs preferred.

· Strong understanding of commissioning practices, power system troubleshooting, and electrical safety standards.

· Familiarity with PLCs, SCADA, HMI systems, protective relays, and generator controls.

· Experience managing field service financials, labor utilization, and customer-facing operations.

· Ability to lead remote field teams and coordinate nationwide service activities.

· Experience developing service programs and recurring revenue models preferred. Leadership & Workforce Development

· Build technician development and certification programs.

· Develop succession planning and scalable staffing models.

· Mentor field technicians and supervisors in troubleshooting, commissioning, safety, and customer engagement.

· Promote a culture of accountability, urgency, safety, and customer ownership.

· Field telephone calls from customers and determine need and/or problems by interpreting their questions and asking for pertinent information.

o Advise customers on troubleshooting options and cost.

· Effectively communicate appropriate information to customers and answer questions as needed.

· Prepare, create and distribute all appropriate start-up and/or system testing reports, including all test verification reports and final summary of start-up activities, system testing reports and final site visit or service report.

o Obtain acceptance documents from customer as necessary.

NOTE: This job description is not all-inclusive and other duties and responsibilities may be assigned as necessary. In keeping with our corporate culture, all employees are expected to do “whatever it takes” to get the job done.

Qualifications

Education and Experience

· High School diploma, G.E.D. or applicable on-the-job experience. College degree in a technical field a plus.

· Minimum 3 years’ experience in the Power and Energy Systems field preferred.

· Further formal education in basic electronics or a minimum of 5 years’ experience in a similar environment.

· General knowledge of parallel to utility systems, generator cross current systems and the paralleling of two or more generators, synchronizers, governors, protective relays and other, related electrical and electronic fundamentals.

Knowledge, Skills and Abilities

· Working ability to read and interpret schematics, plans, drawings, prints or similar job write-ups and how they apply to design or product.

· A strong knowledge of programmable logic controls and generators of all sizes and their relationships to diesel or gas gensets is a plus.

· Must be able to communicate verbally and in writing to customers of all kinds and with all levels within the company. Good listening skills.

· Ability to lift a minimum of 25 pounds and able to crouch, stoop, push, pull, grasp, bend, reach and climb. Ability to tolerate outdoor weather conditions such as heat, cold, rain or snow.

· Must be self-motivated with excellent problem-solving skills and able to work independently with a high degree of self-confidence.

· Ability to work as part of, and lead, a team with a high degree of enthusiasm self-motivation and commitment.

· Must be willing and able to travel, including out of the country, and work overtime as needed.