Technical Customer Support Manager - Critical Power

Technical Customer Support Manager – Electrical Industrial Systems

SENS is seeking an experienced Technical Customer Support Manager – Electrical Industrial Systems to serve as the senior technical authority for our industrial DC power, battery charging, energy storage, and power conversion product portfolio.

This position provides advanced technical leadership across customer support, field service, commissioning, warranty investigations, engineering, product management, and quality. This position serves as one of the company's highest-level technical experts, partnering across the organization to resolve complex customer issues, improve product reliability, and deliver world-class technical support for mission-critical applications.

The successful candidate possesses exceptional troubleshooting skills, strong industrial electrical knowledge, and the ability to diagnose complete electrical systems—not just individual products. This individual will become the primary technical resource for assigned product families and a trusted advisor to customers, field technicians, engineering, manufacturing, sales, and customer service.

Responsibilities

• Deliver clear, professional, and technically accurate communication to customers, field technicians, and internal teams.
• Serve as the highest-level technical escalation point for complex Electrical Industrial Systems support cases.
• Build customer confidence through responsive, solution-oriented communication and technical leadership.
• Present root cause analyses, corrective actions, and technical recommendations to customers and internal leadership.
• Support strategic customer meetings and major account technical reviews as the subject matter expert.

• Diagnose complex electrical, firmware, communications, and application issues involving industrial power systems.
• Provide technical support through phone, email, remote diagnostics, and occasional on-site customer visits.
• Analyze system logs, commissioning reports, wiring diagrams, alarm histories, and configuration files to identify root causes.
• Lead structured root cause investigations and drive permanent corrective actions.
• Partner with Field Service, Engineering, Manufacturing, and Quality to resolve complex technical issues while maintaining exceptional customer satisfaction.
• Own technical issues from initial escalation through final resolution.

• Develop and maintain advanced knowledge of SENS products including:
• Industrial DC Battery Chargers
• Power Cab and Micro Cab Systems
• Battery Energy Storage Systems
• Communications Interfaces

• Serve as the primary technical resource for assigned product families and support Engineering, Sales, Manufacturing, Product Management, and Customer Service with advanced technical expertise.

• Lead technical warranty investigations for complex product and system issues.
• Differentiate product defects from installation, environmental, application, or integration issues.
• Recommend corrective and preventive actions to improve product reliability.
• Support continuous improvement initiatives that reduce warranty costs and improve customer satisfaction.
• Provide Voice of Customer feedback to Engineering and Product Management.

• Partner with Engineering to improve product performance, reliability, and serviceability.
• Support new product introductions, product validation, and field evaluations.
• Develop troubleshooting procedures, technical bulletins, knowledge base articles, and service documentation.
• Create and deliver technical training for internal employees, channel partners, and customers.
• Mentor customer support personnel, field service technicians, and other technical staff as a recognized subject matter expert.

• Provide on-site technical assistance for critical customer escalations, commissioning, startup activities, and warranty investigations as required.
• Support Factory Acceptance Testing (FAT), Site Acceptance Testing (SAT), and major customer demonstrations when technical expertise is required.
• Assist field personnel in resolving complex installation, integration, and commissioning challenges.

Required Qualifications

• 7+ years of experience supporting industrial electrical systems, critical power systems, DC…