Stored Energy Systems LLC (SENS) · 10 hours ago
Manager, Technical Customer Support
Hatfield, PA, US
Full-time
Onsite
Mid, Senior Level
$97K/yr - $115K/yr
5+ years expStored Energy Systems (SENS) is an award-winning manufacturer of premium quality power conversion products. They are seeking a highly capable and self-directed Technical Customer Support Manager to lead and enhance customer-facing service operations for battery monitoring systems and DC power infrastructure.
ElectronicsManufacturing
Responsibilities
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
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
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
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
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
Qualification
Required
5+ years of experience in technical support, field service, or systems engineering within the telecom, data center, or utility 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
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
Benefits
Generous paid time off
Holidays
Comprehensive benefits including medical, dental, vision, short-term disability, life insurance
Outstanding 401k matching program where employees are instantly vested
Company
Stored Energy Systems LLC (SENS)
Leading designer and manufacturer of integrated power systems, battery chargers and battery monitoring solutions that minimize risk of critical system downtime at the lowest total cost.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2025-03-17Acquired
Leadership Team
Bill Kaewert
Chief Executive Officer
Michael Flanagan
Chief Financial Officer
Recent News
2026-01-22
Company data provided by crunchbase