Power Conversion Technical Services Manager

Power Conversion Technical Services Manager:  Harvey 2624

Reporting relationships: President

Direct Reports: Application Engineer, Customer Service Tech

Overview:

This role is accountable for all technical matters companywide including the management of our technical support team.

As an active member of our Leadership Team, you will work collaboratively with customers and users, the product development team, and various stakeholders within the company to ensure the positive outcome of all deliverables in an efficient and timely manner to achieve business goals.

Primary Responsibilities:

• Plan, organize, direct, and evaluate the activities and operations of the Technical Services Department.
• Ongoing research of the feasibility, design, operation and performance of our Power Conversation Products in various industry applications.
• Develop and implement policies, standards and procedures for the engineering and technical work performed in the department.
• Work closely with internal stakeholders including Sales, Marketing, Operations, Finance and Technical team members to evolve and deliver market-driven products while providing the best customer service in the industry.
• Recruit personnel and oversee development and maintenance of staff competence as required

Specific Duties:

• Oversees, directs, and supports Application Engineers and Technicians in the timely pre- and post-sales support (application specific product selection and advice, troubleshooting, installation, repairs, replacements and returns) directly to customers via telephone, email, and the occasional in person consultation, and indirectly by creating website and social media posts, FAQs, whitepapers, and application notes.
• Creates and delivers material for Users/customer training, sales training, and troubleshooting such as videos, resource documents, checklists, etc.
• Assists in the management of the RMA process.
• Collects operational data and assists in the creation of product specifications and reports, including user manuals, schematics, and product guides and updates as required.
• Inspects, tests, and evaluates incoming products and components to ensure conformance with product specifications and tolerances.
• Record, analyze, and organize test results.
• Organizes and manages components, prototypes, and product samples.
• Interprets and presents technical reports and findings to the leadership team so that it is understood by non-technical personnel.
• Coordinates with certification agencies/labs to comply with certification/inspection standards for Safety and EMI/EMC requirements, Industry specific accreditation, and country specific import/export requirements.
• Communicates regularly with department team, other departmental managers and executive leadership.
• Fosters a spirit of teamwork with coaching/mentoring and training/developing staff utilizing the appropriate policies, documentation, KPI’s, and processes.
• Focus on developing engineering/technical systems that allow for efficient design processes and practices, data management and usage, defined procedures and selected standards for product structure, and execution of designs, test plans, and product documentation processes for internal and external use
• Participates with the President in our factory partners’ activities to implement improvements in cost, quality, and delivery of products and improvements in the manufacturing process.
• Assists with product management and roadmap, liaise with factory partners as required.
• Manages priorities and allocates department resources that are aligned with achieving business goals
• Occasional travel to suppliers, customers, and tradeshows for training, presentations, and/or sales support.

Education/ Skills required:

• A post secondary diploma or degree in technology, engineering or similar.
• Applicable industry applications experience, preferably in off-grid electrical systems, with a working knowledge of power conversion products such as external Power Supplies, DC to DC Converters, Power Inverters, Solar charge Controllers, and Battery Chargers.
• Experience participating in new product development activity and certifications
• Formal LEAN or similar training and experience an asset
• Proficient in MS Office suite of products, ERP/MRP/CRM platform preferably NetSuite, and technical documentation design programs.

Competencies required:

• Builds organizational capacity; motivates and challenges others in a way that inspires and promotes excellence towards achieving successful business results.
• Leads and develops people, sets the pace, and people naturally flock to them as a leader.
• Makes hard decisions and is accountable for them even when the outcome is negative
• Deals with ambiguity and is exceptionally adaptable and flexible; can catch a curve ball
• strong communication skills, big picture awareness, business savvy and the ability to sell (both externally and internally)
• Organized, positive and high-energy individual with an entrepreneurial spirit and an ability to execute with high attention to detail
• Customer focused approach, a strong desire to help customers be successful
• Demonstrated ability to develop business relationships to build strategic alliances, which leverage business opportunities
• Has a passion for providing the best customer service (both internally and externally)
• Excellent written and oral English language communication skills, including delivering business presentations to internal stakeholders and customers
• A Life learner with and a continuous thirst to understand how technology influences how we live, work, and play.

This is a fulltime position.

Salary of $80,000 to $120,000 per year, depending on current experience.

Benefits package is available after 3-month period.