Technical Customer Support Manager - Mission Critical Power

Job Description

Job Description

Who We Are

Stored Energy Systems (SENS) is an award-winning manufacturer of premium quality power conversion products located in Longmont, CO. In business for over 50 years, SENS is the market leader with a proven track record of providing highly reliable battery chargers, DC power systems, and related products to industrial markets. For more information on our company please see our web site at  

View the SENS Product Catalog

Summary

SENS is seeking an experienced Technical Customer Support Manager – Mission Critical Power 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

Customer Communication & Engagement

• 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.

Technical Support & Problem Resolution

• 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.

Product Subject Matter Expertise

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

Future SENS technologies

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

Warranty & Reliability

• 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.

Engineering Support & Continuous Improvement

• 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.

Field Support & Commissioning

• 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 power systems, field service engineering, commissioning, or related technical environments.
• Bachelor's degree in Electrical Engineering, Electrical Engineering Technology, Industrial Technology, or a related technical discipline; equivalent military training, technical certifications, or 11 years of experience in lieu of a degree.
• Experience working with 208VAC-480VAC/ 24VDC-220VDC.
• Demonstrated expertise troubleshooting complete industrial electrical systems, including AC/DC power conversion, battery charging systems, communications, and system integration.
• Strong understanding of electrical schematics, wiring diagrams, control systems, and industrial communications.
• Excellent written and verbal communication skills with the ability to communicate effectively with both technical and non-technical audiences.