Technical Service Manager

Technical Services Manager – Transformer Laboratory Services

The Technical Services Manager – Transformer Laboratory Services provides senior technical leadership and customer-facing support for RESA Power's transformer laboratory services business. This role supports laboratory operations, transformer fluid diagnostics, method compliance, ISO 17025 readiness, report review, customer technical follow-up, commercial support, technical training, and service growth initiatives.

This position serves as a technical bridge between laboratory operations, customers, sales, field service, and management. The role is responsible for helping translate laboratory findings into practical customer recommendations, supporting complex technical items, strengthening laboratory quality and consistency, and assisting with strategic initiatives that support the growth and scalability of Transformer Laboratory Services.

This position is expected to be an individual contributor/technical lead initially, with no direct reports at the time of hire; however, the role may evolve as the laboratory footprint and service model grow.

Responsibilities

• Provide senior technical support for Transformer Laboratory Services, including transformer fluid diagnostics, laboratory testing practices, instrument maintenance, report interpretation, customer recommendations, and technical escalation.
• Maintain direct authority over laboratory technical practices related to method compliance, testing consistency, technical quality, and proper execution of applicable ASTM, IEEE, ISO, IEC, and related laboratory methods.
• Support ISO 17025 readiness by helping ensure laboratory methods, equipment practices, training, technical execution, and quality expectations are aligned with applicable requirements.
• Review customer reports from time to time, especially for complex findings, escalations, unusual results, high-risk equipment, or customer-sensitive situations.
• Support development and improvement of diagnostic comments, escalation criteria, report review standards, technical templates, and customer-facing recommendations in collaboration with the technical and management team.
• Support complex DGA interpretation, transformer oil diagnostic review, and technical escalations for internal and external customers.
• Provide customer-facing technical support related to laboratory results, follow-up testing, resampling, increased monitoring, additional services, and practical next steps.
• Support customer follow-up based on laboratory report findings, including recommendations for additional testing, field services, recurring sampling programs, and other service opportunities.
• Assist sales teams with technical scoping, quote review, customer calls, recurring testing opportunities, commissioning handoffs, and customer education.
• Support commercial growth initiatives tied to laboratory services, recurring testing, customer retention, technical seminars, service expansion, and broader Transformer Solutions objectives.
• Support laboratory technical and operational projects as needed, including LIMS/Lab Ware implementation, workflow improvement, technical cleanup, quality initiatives, and future laboratory expansion.
• Provide hands-on support in the laboratory as needed to assist with technical troubleshooting, method review, training, process improvement, or urgent business needs.
• Support training and development of laboratory personnel by providing technical guidance, coaching, method support, diagnostic knowledge, and best-practice reinforcement.
• Cultivate and maintain strong relationships with internal customers, external customers, sales teams, field teams, vendors, and laboratory personnel.
• Communicate technical information clearly and professionally to customers, sales teams, field personnel, and internal stakeholders.
• Work with the General Manager, Operations Manager, laboratory team, and other business leaders to support continuous improvement, quality, customer experience, and strategic growth initiatives.
• Prepare reports, summaries, technical guidance, training materials, or other documentation as assigned.
• Support safe laboratory practices and work with HSE,…