Technical Operations Manager

Job Description

Job Description

Salary : Company Overview

Discover Energy Systems (DES) is a fast-paced, high-growth energy solutions company spun off from a 75 year-old industry leader. With ambitious goals to quadruple revenue over the next four years, DES is shaping the future of energy storage through innovation, precision, and strong customer relationships. If you're energized by execution, passionate about renewable energy, and excited by thechance to grow with a dynamic company thats shaping the future of clean energy, apply today!Check out our website here : Discover Energy Systems

Position Overview

Discover Energy Systems (DES) is seeking a Technical Operations Manager to lead the companys service and technical support operations for its growing portfolio of lithium energy storage products. This role is responsible for managing product service programs, warranty processes, technical documentation, and service partner relationships, while ensuring high-quality post-sales support to our global customers and distributors.

The ideal candidate will combine strong technical knowledge of battery systems and power electronics with leadership skills to manage field service activities, root cause analysis, and customer satisfaction metrics. The Technical Operations Manager will collaborate closely with Engineering, Product Management, Quality, and Operations to ensure timely issue resolution, process improvement, and exceptional service delivery aligned with DES commitment to reliability and customer success.

Location

This is a hybrid position (3-days per week will be the DES Head Office in Richmond, BC) with occasional travel to DES events, trade shows, and corporate meetings.

Role Responsibilities

• Service Operations Leadership Lead and coach the service team in providing exceptional technical support, warranty administration, and field service response.
• Warranty & Claims Management Oversee warranty claim processes, including root cause analysis, part returns, and reporting of product failure trends.
• Approved Service Providers (ASPs) Manage relationships with global ASPs, including onboarding / training new ASPs, agreements, spare parts programs, reimbursement programs, service audits, escalations.
• Technical Documentation & Tools Develop and maintain service manuals, troubleshooting guides, standard operating procedures, and service training materials.
• Customer & Channel Support Serve as the technical escalation point for complex service cases, working directly with key customers, installers, and distributors.
• Cross-Functional Collaboration Partner with Engineering and Product Management to feed field data into product improvements and next-generation product development.
• Service Metrics & Reporting Track and report KPIs including mean time to repair (MTTR), warranty cost per unit, field failure rates, and customer satisfaction (CSAT).
• Training & Enablement Deliver technical training for internal teams, channel partners, and third-party service providers.
• Vendor & RMA Coordination Manage service logistics including RMA returns, part replacement tracking, and coordination with manufacturing partners.
• Continuous Improvement Identify opportunities for process optimization, cost reduction, and service performance improvement.
• Health, Safety & Compliance Ensure all service operations align with DES quality standards, safety procedures, and industry certifications.

Required Qualifications & Skills

Compensation and Benefits