EPC Power Corp. · 1 day ago
Technical Service Manager
United States
Full-time
Remote
Senior Level
7+ years expEPC Power Corp. is a company focused on providing high-quality customer support and service solutions. The Technical Service Manager leads customer off-site support, technical troubleshooting, and training operations to ensure timely and effective service delivery.
EnergyEnergy Management
Responsibilities
Own Tier 1 /2/3 remote support operations; ensure SLAs for response, restoration, and resolution are met
Manage complex escalations; coordinate with Product, Engineering, QA, and Field Operations to drive root-cause and corrective actions
Standardize troubleshooting workflows, knowledge base content, and case handling quality (KCS or similar)
Lead a high-performing technical support team (L2/L3); set goals, coach, and manage capacity and shift coverage (e.g., 24x5 or 24x7 if applicable)
Establish a robust escalation framework and on-call rotations; implement runbooks and post-incident reviews
Track and report operational health: case backlog, aging, SLA attainment, NPS/CSAT, FCR (First Contact Resolution), MTTR, reopen rates
Oversee the technical training team responsible for onboarding field engineers, partners, and customers
Build and maintain curricula, certification paths, labs/sandboxes, and assessments; ensure content aligns with product releases
Implement feedback loops so training reduces support load (e.g., deflection via education, skill uplift)
Oversee the RMA process end-to-end: eligibility, triage, approvals, logistics, repair/refurb, and returns
Define and monitor repair SLAs, yield, turnaround time (TAT), and cost per repair; optimize spare parts forecasting with Supply Chain
Implement failure analytics to drive product quality improvements and reduce repeat RMAs; manage vendor/repair partners and depot(s)
Own service policies, SOPs, and compliance standards (e.g., ISO 9001, ESD/ESD-safe procedures, safety requirements, data privacy where applicable)
Partner with Engineering to drive corrective and preventive actions (CAPA) from field failures and RMAs
Ensure tooling and data integrity across CRM/ticketing (e.g., Salesforce/ServiceNow/Zendesk), RMA/ERP (e.g., NetSuite/SAP), knowledge systems, remote diagnostics/telemetry, and reporting (Bl dashboards)
Provide insights to Product and Engineering on defect trends, usability issues, and reliability; influence roadmaps with data
Communicate service performance and risk/mitigation to leadership; publish weekly/monthly service reviews
Qualification
Required
7-10+ years in technical support/service, including 3-5+ years managing teams (L2/L3 support and/or repair/RMA)
Proven success leading remote support operations for complex hardware/software or systems products
Experience with RMA/repair logistics and depot/vendor management; comfort with ERP/PLM and service inventory processes
Strong troubleshooting depth across relevant tech stack (e.g., networking, embedded systems, cloud platforms, APIs, logs/telemetry)
Demonstrated use of service analytics and dashboards (Excel/Sheets+ BI tools) to drive action
Excellent communication, stakeholder management, and incident leadership
Preferred
Experience in [your industry: e.g., IoT/Industrial/MedTech/SaaS] with regulated or safety-critical environments as applicable
Knowledge of reliability/quality methodologies (e.g., FRACAS, FMEA, 8D, Ishikawa)
Familiarity with KCS, ITIL, and/or ISO standards
Ability to design/oversee technical training programs and certification paths
Bachelor's in Engineering/CS or equivalent practical experience
Company
EPC Power Corp.
EPC Power creates innovative power conversion products that are stable, powerful and smaller than you ever thought possible.
201-500 employees
H1B Sponsorship
EPC Power Corp. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2023 (1)
2022 (1)
2021 (1)
2020 (2)
Funding
Current Stage
Growth StageLeadership Team
Jim Fusaro
Chief Executive Officer
Recent News
2025-10-16
Morningstar
2024-04-24
Company data provided by crunchbase