Staff Field Service Engineer

Job Overview The Technical Support Manager provides advanced technical assistance and support to Field Service Engineers, Sales and End user customers during the startup and operation of newly installed equipment. This role oversees customer service operations, leads issue resolution efforts, and ensures exceptional customer satisfaction across all technical support activities. Compensation will be based on experience and qualifications and will be discussed during the interview process. The salary range for this role is $135,000 - $145,000 annually and also offers a competitive benefits package. A Day In The Life Key Responsibilities & Essential Functions Performs all responsibilities of a Senior Field Service Engineer, & Technical Support Engineer in addition to the following management duties: Supervise day‑to‑day activities within the technical support department, including phone support, email support, and field services. Develop customer satisfaction goals and coordinate with the team to ensure consistent achievement. Identify trends in customer service cases and recommend processes, products, or support improvements. Manage scheduling of support engineers to meet business and customer requirements. Lead weekly and monthly top‑issue reviews, ensuring timely resolution and reporting to upper management. Own operational metrics and ensure departmental targets are consistently met. Plan, monitor, evaluate, and review the performance and contributions of support engineers. Support financial objectives through forecasting and effective resource planning. Respond to emergency service calls, including short‑notice travel and work outside normal business hours. What will help you thrive in this role?   B.S. in Electrical Engineering or a Diploma in Electrical Engineering. Minimum 5 years of management experience leading the service and support team Minimum 10 years of experience in related technical or engineering roles. Strong knowledge of industry communication protocols such as Modbus, IEC 61850, DNP, and BACnet. Experience with software integration, automation, industrial controls, PLCs, and SCADA practices (asset). Solid understanding of power systems, metering applications, industry standards, and electrical equipment. Excellent analytical, diagnostic, and troubleshooting abilities. Strong verbal and written communication skills, with the ability to explain technical issues to non‑technical users.