Manager, Technical Customer Support chez Stored Energy Systems (SENS)

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 Manager of Technical Customer Support to lead and enhance our customer-facing service operations for battery monitoring systems and DC power infrastructure. This role demands technical expertise in battery health analysis, monitoring protocols, and communication systems, as well as excellence in customer-facing engagement. In addition to resolving complex technical challenges, this position includes direct leadership of the Customer Service team, with full responsibility for performance management, team development, and alignment with service excellence objectives.

Responsibilities

Customer Communication & Escalation

• Deliver accurate, professional, and technically sound communications across customer interactions and internal teams.
• Act as the final escalation point for technical support involving battery monitoring systems and related software.
• Lead customer communications around root cause analysis, data interpretation, and long-term corrective actions.

Battery Monitoring Technical Expertise

• Guide technical support related to battery monitoring hardware and software platforms—including sensor arrays, communication gateways, battery management systems (BMS), and networked monitoring.
• Troubleshoot system-level issues including communication protocol failures (Modbus, SNMP), battery string imbalances, firmware anomalies, and power system integration problems.
• Stay current with battery chemistries (e.g., VRLA, NiCd, Li-ion), charging strategies, and system-level monitoring best practices.
• Collaborate with engineering and quality teams to resolve anomalies and deploy field fixes.

Customer Service Team Leadership

• Manage and mentor the Customer Service team handling order support, scheduling, RMA coordination, and general service inquiries.
• Implement structured workflows for case assignment, status tracking, and timely resolution of service requests.
• Monitor service performance metrics and foster a strong customer advocacy mindset within the team.

Service Analytics & Process Improvement

• Identify patterns in support requests to drive data-informed improvements in product design, documentation, and training.
• Lead development and execution of action plans to address chronic or systemic field issues.
• Maintain tight coordination with Engineering, Sales, and Quality to improve first-time resolution rates and customer satisfaction.

Operational Oversight & Cross-Functional Collaboration

• Drive resolution of technical support tickets from initial customer contact to final closure.
• Develop KPIs, service-level benchmarks, and reporting dashboards to track performance.
• Partner with Engineering and Product Management to provide field feedback for next-generation monitoring solutions.
• Support product testing, launch readiness, and post-deployment quality assurance for new monitoring hardware and firmware releases.

Required Qualifications

• 5+ years of experience in technical support, field service, or systems engineering within battery, energy storage, or DC power industries.
• 2+ years in a leadership or supervisory role, managing technical or customer service staff.
• Bachelor's degree or equivalent technical training in electrical, electronics, or energy systems.
• 3+ years of direct experience with hands-on troubleshooting and repair.
• Valid driver’s license and clean driving record.
• Must be able to lift 80 lbs. and work on your feet as needed.
• Willingness to travel 10% of the time, including occasional international assignments.
• In-depth understanding of industrial battery types (VRLA, Li-ion, NiCd) and charging systems.
• Hands-on experience with battery monitoring systems, communication protocols (Modbus TCP/RTU, SNMP, CAN), and electrical troubleshooting.
• Excellent problem-solving skills and ability to lead cross-functional root cause investigations.
• Clear and confident communicator—able to explain technical issues to both customers and internal stakeholders.
• Strong organizational and multitasking skills; capable of managing multiple critical support efforts simultaneously.

Preferred Qualifications

• Prior experience supporting battery monitoring products or networked energy storage systems.
• Familiarity with firmware updates, remote diagnostic tools, and cloud-based monitoring portals.
• Understanding of power electronics, UPS systems, and backup power system design.
• Technical certification in battery systems, electronics, or industrial control systems.