Technical Customer Support Manager

Who We Are

Stored Energy Systems (SENS) is an award-winning manufacturer of premium quality power conversion products located in Longmont, CO. In business for over 50 years, SENS is the market leader with a proven track record of providing highly reliable battery chargers, DC power systems, and related products to industrial markets. For more information on our company please see our web site at www.sens-usa.com .

Summary

SENS is seeking a highly capable and self-directed Technical Customer Support Manager to lead and enhance our customer-facing service operations for mission-critical DC power and generator (genset) systems. This role requires exceptional communication, deep technical curiosity, and strategic problem-solving to deliver best-in-class service for our most important customers.

This leader will manage cross-functional support engagements, spearhead resolutions to complex service issues, and ensure our support organization operates at the highest level of professionalism and technical quality. While an engineering degree is not required, this position demands strong technical acumen, a hands-on mindset, and the ability to manage multiple high-stakes priorities.

Responsibilities

Customer Communication & Engagement

• Deliver clear, professional, and technically accurate communication via email and verbal channels with strategic customers and internal SENS teams.
• Serve as the primary escalation point for complex service situations, building trust through transparent, empathetic, and solution-oriented interactions.
• Present root cause analyses, corrective actions, and resolution timelines to customers and senior leadership. Technical Leadership
• Guide and support the technical service team in troubleshooting and resolving genset performance issues, control panel faults, ATS failures, and power distribution anomalies.
• Maintain deep familiarity with engine manufacturers (e.g., Cummins, Kohler, MTU) and control systems (e.g., Deep Sea, Woodward, Basler).
• Lead root cause analyses and corrective action implementation for recurring technical issues.
  
  

Service Assessment & Problem Resolution

• Proactively analyze customer service dynamics, identifying trends and recurring issues that impact reliability and satisfaction.
• Lead the development and execution of structured action plans to resolve issues—from root cause analysis to long-term corrective implementation.
• Own each challenge cradle to grave, ensuring timely, complete, and permanent resolution.
  
  

Technical Acumen & Troubleshooting - Demonstrate and maintain working knowledge of:

• DC power systems
• Industrial battery technologies
• Power electronics and chargers
• Electrical distribution components
• Monitoring and communication protocols (e.g., Modbus, SNMP)
• Interface effectively with engineering teams and field technicians to explain, replicate, and resolve technical issues in a high-reliability environment.
  
  

Organizational Leadership & Project Oversight

• Lead and coordinate multiple complex service engagements and customer projects concurrently.
• Implement structured processes for service ticket tracking, escalation, and closure.
• Establish and monitor KPIs, SLA compliance, and customer satisfaction metrics.
• Collaborate daily with engineering, quality, customer service, and sales teams to ensure a seamless customer experience.
• Participate in strategic customer reviews and contribute to continuous improvement initiatives.
• Foster a service culture based on accountability, teamwork, and technical excellence.
  
  

Required Qualifications

• 5+ years of experience in customer service, field service, technical support, or operations roles in power, industrial, or critical systems environments.
• 3+ years of related experience with troubleshooting, maintenance, installation and repair.
• Bachelor’s degree or equivalent training in an electrical/electronic trade school or company provided journeyman path.
• A valid driver’s license with a safe driving record.
• The ability to lift 80 lbs. and work on your feet.
• 10% travel, domestic and occasional international.
• Demonstrated ability to lead complex problem-solving initiatives across technical and operational functions.
• Excellent written and verbal communication skills, with ability to explain technical information to both engineers and non-technical stakeholders.
• Strong organizational skills and attention to detail; capable of managing multiple high-impact customer issues simultaneously.
• Self-motivated with a “hands-on” attitude and bias for action.
• Demonstrated success as a cross-functional team player.
  
  

Preferred Qualifications

• Experience in critical infrastructure sectors (e.g., data centers, utilities, defense, military, transportation).
• Familiarity with DC power equipment, gensets, UPS systems, and control protocols.
• Technical certification or background in electrical systems, field service, or electronics.
  
  

Location: This position is an on-site role in Longmont, CO.

Base Compensation: $96,000 - $112,000 is the projected hourly pay for this role and will be determined based on the candidate’s overall qualifications and experience.

Closing Date: October 31st, 2025.While we expect to keep the position open through this date, the posting may be extended or closed early based on applicant volume and hiring needs.

We offer an exciting and competitive total compensation package designed to inspire! This includes generous paid time off, holidays, as well as comprehensive benefits including medical, dental, vision, short-term disability, life insurance, and an outstanding 401k matching program where employees are instantly vested.

At SENS, our culture is rooted in a set of core values that reflect who we are and how we work. In a recent 2025 poll, our employees identified the values that best define us: “Innovative”, “Respectful”, “Inviting”, “Flexible”, “Collaborative”, and “Growth Driven”. Our team describes us as a dynamic, forward-thinking company where everyone has the opportunity to thrive.

At SENS, we pride ourselves on being an equal opportunity employer, fully dedicated to fostering inclusion and diversity. We welcome all applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristic.

We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply.