Head of Technical Services and Support

Travel Requirement
ERLPhase Power Technologies designs and manufactures advanced protection relays and disturbance fault recorders for the global electric power industry. With teams of professionals across Winnipeg-Canada, Houston-US and Bangalore-India, ERLPhase brings decades of expertise in power system protection, monitoring, and control. The company is recognized for delivering reliable, high-performance solutions that ensure power system stability and efficiency. Trusted by utilities and industries worldwide, ERLPhase products are known for their precision, robustness, and innovation. Headquartered in Winnipeg, Canada, ERLPhase operates globally with strong technical and customer support.

ERLPhase Power Technologies Ltd seeks an experienced Manager Technical Services who is accountable for providing strategic leadership and direction for the Technical Services Department. This individual will work closely with Sales and other internal and external stakeholders providing quality services and setting benchmarks for their team, as well as helping in the development/implementation of new products.

Strong people manager with excellent ability to take charge, understand business needs and manage workflow for the department.

Demonstrated customer satisfaction by providing top quality customer service problem solving to current and potential customers and to provide technical support to the Sales team.

Have developed and maintained an expert level of technical expertise in electric power system protection and/or automation (specifically relays and recorders).

Customer, Technical & Business Support

Support customers through product demonstrations, training, application guidance, and technical consultations.

Collaborate with the Technical Services team to resolve customer issues through application notes, Webex demonstrations, and technical support.

Prepare product presentations, competitive comparisons, and technical materials to support business development initiatives.

Develop a close working relationship with customers and establish a secondary technical contact, besides RSM, for customer inquiries and escalations.

Assist customers with the installation, commissioning, and operation of ERLPhase systems, both remotely and on-site.

Contribute to the development of customer-facing technical documentation, including manuals, datasheets, and ordering guides.

Provide technical support to Marketing, Sales, Application Engineering, and Product Development teams.

Leadership & Operational Management

Accomplish departmental goals by leading the team, planning for delivery of customer support in a timely manner.

Lead, mentor, and develop a team of Technical Service Engineers providing remote technical support to ERLPhase customers.

Maintain high-quality service standards by resolving customer issues, improving processes, and driving continuous service improvements.

Ensure customer satisfaction as the prime goal.

S. in Electrical Engineering is mandatory.

Strong professional presentation skills, both written and verbal, which includes the ability to hold difficult discussions with customers or employees to protect company interests.

Working knowledge of electric power systems and practices and philosophies.

Working knowledge of protective relay application at utility or engineering firms and industry practices.

Experience with Utility companies, Consulting, Engineering companies would be an advantage.

Expert knowledge of system protection, integration and automation applications.

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