Technical Service Manager

Technical Service Manager

Discover Energy Systems (DES) is seeking a Technical Service Manager to lead the company's service and technical support operations for its growing portfolio of lithium energy storage products. This role is responsible for managing product service programs, warranty processes, technical documentation, and service partner relationships, while ensuring high-quality post-sales support to our global customers and distributors.

The ideal candidate will combine strong technical knowledge of battery systems and power electronics with leadership skills to manage field service activities, root cause analysis, and customer satisfaction metrics. The Technical Service Manager will collaborate closely with Engineering, Product Management, Quality, and Operations to ensure timely issue resolution, process improvement, and exceptional service delivery aligned with DES' commitment to reliability and customer success.

This is a hybrid position (3-days per week will be the DES Head Office in Richmond, BC) with occasional travel to DES events, trade shows, and corporate meetings.

Role Responsibilities

• Service Operations Leadership – Lead and coach the service team in providing exceptional technical support, warranty administration, and field service response.
• Warranty & Claims Management – Oversee warranty claim processes, including root cause analysis, part returns, and reporting of product failure trends.
• Approved Service Providers (ASPs) – Manage relationships with global ASPs, including onboarding/training new ASPs, agreements, spare parts programs, reimbursement programs, service audits, escalations.
• Technical Documentation & Tools – Develop and maintain service manuals, troubleshooting guides, standard operating procedures, and service training materials.
• Customer & Channel Support – Serve as the technical escalation point for complex service cases, working directly with key customers, installers, and distributors.
• Cross-Functional Collaboration – Partner with Engineering and Product Management to feed field data into product improvements and next-generation product development.
• Service Metrics & Reporting – Track and report KPIs including mean time to repair (MTTR), warranty cost per unit, field failure rates, and customer satisfaction (CSAT).
• Training & Enablement – Deliver technical training for internal teams, channel partners, and third-party service providers.
• Vendor & RMA Coordination – Manage service logistics including RMA returns, part replacement tracking, and coordination with manufacturing partners.
• Continuous Improvement – Identify opportunities for process optimization, cost reduction, and service performance improvement.
• Health, Safety & Compliance – Ensure all service operations align with DES quality standards, safety procedures, and industry certifications.

Required Qualifications & Skills

• Bachelor's degree in Electrical or Mechanical Engineering, Mechatronics, or related technical discipline (Master's degree an asset).
• 8-12+ years of experience in technical service, field engineering, or after-sales support within the lithium battery, solar, or power electronics industry.
• Proven track record leading small to medium cross-functional service teams and managing external service partners.
• Strong knowledge of battery management systems (BMS), inverters, and communication protocols (CANbus, Modbus, RS485).
• Excellent analytical and problem-solving abilities; capable of performing structured root cause analysis (RCA).
• Strong project management and organizational skills; able to manage multiple priorities in a dynamic environment.
• Excellent verbal and written communication skills with the ability to convey technical issues clearly to both customers and internal teams.
• Proficiency in M365, CRM systems (e.g., HubSpot), and service ticketing tools.

Compensation and Benefits

• Salary Range: $120,000 – $140,000 annually, commensurate with experience and qualifications.
• Bonus: Eligible for an annual performance bonus of up to 15% of base salary.
• Benefits: This role includes standard company benefits, including health, dental, and vision insurance, paid time off, and other applicable employee programs