Technical Customer Support Manager - Electrical Systems

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.

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.
• Strong organizational skills with the ability to manage multiple high-priority customer issues simultaneously.
• Self-motivated with a hands-on approach to solving complex technical problems.
• Demonstrated ability to work collaboratively across Engineering, Quality, Manufacturing, Sales, Customer Service, and Field Service.
• Valid driver's license with a clean motor vehicle record.
• Ability to travel approximately 20–30%, including occasional international travel.