Role: Manager Technical Services
Location: Houston, TX - Onsite
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 ERLPhase 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 ERLPhase systems, both remotely and on-site.
· Represent ERLPhase 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, planning for delivery of customer support in a timely manner.
· Lead, mentor, and develop a team of Technical Service Engineers providing remote technical support to ERLPhase customers.
· Maintain high-quality service standards by resolving customer issues, improving processes, and driving continuous service improvements.
· Ensuring customer satisfaction as the prime goal.
Qualifications & Preferred Technical Skills:
· B.S. in Electrical Engineering is mandatory
· 10 years’ experience working with numerical relays and recorders
· Previous experience in leading and developing a team
· Strong professional presentation skills, both written and verbal, 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 firms and industry practices
· Experience with EMTP, load flow and short circuit studies
· Experience with Utility companies, Consulting, Engineering companies would be an advantage.
· Knowledge of advanced communication protocols and communication system architecture Expert knowledge of system protection, integration and automation applications
