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Technical Operations Manager
3 weeks ago
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 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 Operations 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 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
- Bachelor's degree in Engineering, Business, or a related discipline; an MBA or advanced degree considered an asset where it strengthens leadership, strategy, or operational effectiveness.
- 8+ years of experience leading complex, technically oriented service or operations environments, with accountability for aligning teams, priorities, and resources to business objectives.
- Demonstrated ability to operate effectively in technical environments, including building credibility with engineers and service specialists, understanding system-level concepts, and making informed tradeoffs without requiring hands-on technical execution.
- Proven success driving performance through others, including cross-functional teams and external partners, with clear expectations, accountability, and follow-through.
- Strong strategic and operational judgment, including prioritization under constraints, balancing customer impact, cost, risk, and technical considerations.
- Ability to translate between technical and business stakeholders, ensuring alignment, clarity, and timely decision-making.
- Comfort using business and operational tools (CRM, service platforms, analytics, M365) to create visibility and drive execution.
Compensation and Benefits
- Salary Range: $120,000 – $140,000 annually, commensurate with experience and qualifications.
- Bonus: Eligible for an annual performance bonus of up to 15% of base salary.
- Benefits: This role includes standard company benefits, including health, dental, and vision insurance, paid time off, and other applicable employee programs
