Technical Service Manager

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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 the chance to grow with a dynamic company that’s 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 Service Manager to lead the company’s 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 Service 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

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

Required Qualifications & Skills

Compensation and Benefits

Seniority level : Mid‑Senior level

Employment type : Full‑time

Industries : Manufacturing

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