Technical Service Manager

Position Summary

The Technical Services Manager – Transformer Laboratory Services provides senior technical leadership and customer-facing support for RESA Power’s transformer laboratory services business. This role supports laboratory operations, transformer fluid diagnostics, method compliance, ISO 17025 readiness, report review, customer technical follow-up, commercial support, technical training, and service growth initiatives.

This position serves as a technical bridge between laboratory operations, customers, sales, field service, and management. The role is responsible for helping translate laboratory findings into practical customer recommendations, supporting complex technical items, strengthening laboratory quality and consistency, and assisting with strategic initiatives that support the growth and scalability of Transformer Laboratory Services.

This position is expected to be an individual contributor/technical lead initially, with no direct reports at the time of hire; however, the role may evolve as the laboratory footprint and service model grow.

Responsibilities

• Provide senior technical support for Transformer Laboratory Services, including transformer fluid diagnostics, laboratory testing practices, instrument maintenance, report interpretation, customer recommendations, and technical escalation.
• Maintain direct authority over laboratory technical practices related to method compliance, testing consistency, technical quality, and proper execution of applicable ASTM, IEEE, ISO, IEC, and related laboratory methods.
• Support ISO 17025 readiness by helping ensure laboratory methods, equipment practices, training, technical execution, and quality expectations are aligned with applicable requirements.
• Review customer reports from time to time, especially for complex findings, escalations, unusual results, high-risk equipment, or customer-sensitive situations.
• Support development and improvement of diagnostic comments, escalation criteria, report review standards, technical templates, and customer-facing recommendations in collaboration with the technical and management team.
• Support complex DGA interpretation, transformer oil diagnostic review, and technical escalations for internal and external customers.
• Provide customer-facing technical support related to laboratory results, follow-up testing, resampling, increased monitoring, additional services, and practical next steps.
• Support customer follow-up based on laboratory report findings, including recommendations for additional testing, field services, recurring sampling programs, and other service opportunities.
• Assist sales teams with technical scoping, quote review, customer calls, recurring testing opportunities, commissioning handoffs, and customer education.
• Support commercial growth initiatives tied to laboratory services, recurring testing, customer retention, technical seminars, service expansion, and broader Transformer Solutions objectives.
• Support laboratory technical and operational projects as needed, including LIMS/LabWare implementation, workflow improvement, technical cleanup, quality initiatives, and future laboratory expansion.
• Provide hands-on support in the laboratory as needed to assist with technical troubleshooting, method review, training, process improvement, or urgent business needs.
• Support training and development of laboratory personnel by providing technical guidance, coaching, method support, diagnostic knowledge, and best-practice reinforcement.
• Cultivate and maintain strong relationships with internal customers, external customers, sales teams, field teams, vendors, and laboratory personnel.
• Communicate technical information clearly and professionally to customers, sales teams, field personnel, and internal stakeholders.
• Work with the General Manager, Operations Manager, laboratory team, and other business leaders to support continuous improvement, quality, customer experience, and strategic growth initiatives.
• Prepare reports, summaries, technical guidance, training materials, or other documentation as assigned.
• Support safe laboratory practices and work with HSE, Quality, and Operations as needed to minimize risk and maintain compliance.
• Provide after-hours customer or technical support as needed for urgent customer situations, emergency samples, or business-critical laboratory issues.
• Conduct all work and decisions in compliance with applicable regulatory requirements, laboratory methods, company policies, safety expectations, and RESA Power’s core values.
• Other duties as assigned.

Job Expectations:

• Serve as a senior technical resource for Transformer Laboratory Services.
• Champion laboratory quality, method compliance, technical consistency, and customer-focused reporting.
• Support technical review and continuous improvement of laboratory testing practices.
• Provide technical guidance and support to laboratory personnel, sales teams, field teams, and customers.
• Support customer follow-up from laboratory reports and help identify appropriate next steps, including additional testing, field services, monitoring, or recurring sampling.
• Support development of training, diagnostic tools, report standards, and technical guidance for the laboratory team.
• Assist with laboratory technical and operational projects, including LIMS implementation, ISO readiness, and process improvement initiatives.
• Support service growth by helping connect laboratory findings to customer needs and practical solutions.
• Travel to laboratory locations, customer sites, and RESA locations as needed.
• Follow and champion RESA’s core values and cultural competencies.

Required Experience and Qualifications:

• Bachelor’s degree in a related field or equivalent experience.
• Minimum of 10 years of related experience in transformer oil laboratory testing, transformer fluid diagnostics, analytical laboratory operations, technical services, or related condition-monitoring services.
• Prior transformer oil laboratory experience required.
• Chemistry, laboratory science, analytical testing, or related technical background required.
• Customer-facing technical support and/or technical sales support experience required.
• Working knowledge of transformer fluid testing, laboratory methods, diagnostic interpretation, report review, and practical equipment maintenance recommendations.
• Experience with ISO 17025 laboratory requirements required.
• Strong understanding of laboratory quality, method compliance, technical documentation, testing consistency, and data/report integrity.
• Ability to support complex technical discussions with customers, sales teams, field teams, and internal stakeholders.
• Proven ability to communicate technical information clearly to both technical and non-technical audiences.
• Strong leadership, mentoring, coaching, and training skills.
• Ability to manage multiple priorities, support urgent customer needs, and work effectively across departments.
• Strong written and verbal communication skills.
• Strong customer focus, sound judgment, and ability to provide practical, solution-oriented recommendations.
• Ability to work independently in a remote environment while maintaining strong alignment with laboratory operations and business priorities.
• Ability to travel approximately 25% to Sacramento, future laboratory locations, customer sites, and other RESA locations as business needs require.
• Valid driver’s license required for positions requiring travel or use of a company/rental vehicle.

Who we are!

RESA Power is a dynamic, people first organization that prides itself on being the employer of choice in its industry! RESA is fortunate to have an extraordinarily talented group of people who take pride in everything they do! RESA Power has locations throughout the United States & Canada. We are a trusted service provider committed to ensuring the safety, performance, and compliance of electrical distribution systems. With a track record of long-term partnerships and excellence in customer experience for nearly a decade! 

Our Mission 

Ensure reliable and safe mission-critical power across our customers’ electrical infrastructure lifecycle. 

Our Vision  

To be the premier, first-choice, trusted provider in the US and Canada for critical power services and products by delivering the best customer and employee experience in the industry. 

Core Cultural Competencies

We do it right

• We pride ourselves on our integrity and expertise. We don’t cut corners.
• You perform job responsibilities safely, efficiently, and thoroughly all day, every day.
• You conduct yourself professionally, ethically, and honestly.
• You display sound judgment and decision-making skills. You avoid choosing courses of action that assume unreasonable risk to yourself or the Company.
• You are on time and preplan time off.
• You produce a quality product.

We are customer driven

• Our number one concern is our customer and our long-term relationships with them prove our dedication.
• You approach job responsibilities with enthusiasm, professionalism, and in a customer focused manner.
• You promote goodwill by handling all contacts (example: coworkers, management, vendors, customers, etc.) with respect, courtesy, cooperation, attentiveness and follow instructions from management.

We focus on growth

• We are dedicated to growing the company and our employees.
• You understand and apply your knowledge of techniques, policy, procedures, equipment, and skills involved in the job.
• You seek out new assignments and assume additional duties.
• You seek to expand your abilities (certifications, continuing ed, OTJ experience, etc.).

We solve problems

• Every day is different, so we need to be innovative, decision makers, flexible and adaptable.
• You efficiently and thoroughly complete assignments.
• You perform work assignments independently.
• You propose new ideas and find better ways of doing things.

We get it done

• We are efficient, reliable and no nonsense. We work hard, but we also play hard.
• You follow through on commitments in a timely way.
• You produce easily understandable and accurate reports that meet customer and/or Company expectations.
• You actively listen. You seek advice and help as appropriate.
• You can effectively deliver messages to a variety of individuals (RESA employees, vendors, customers, etc.).

We build strong relationships

• Our leaders are servant leaders. We provide you with the support of a well-run company, but the connectedness of a family.  We collaborate with each other and our customers.
• You collaborate to create the best solutions for each other and our customers.
• You build strong relationships within the team, across RESA departments and locations and with customers and vendors.

Additional Information

Travel: Up to 25% travel

Type:  Full-time

Location: Remote

Compensation: $65.00-$75.00 an hour plus eligible for overtime. 

Relocation: Available for highly qualified candidates. 

Benefits: Full benefits including medical, dental, vision, company-paid life insurance, matching 401k, paid time off, Paid Holidays, and Milestone bonus.

Physical Demands: Office Duties; Lifting a maximum of 50lbs on a daily, crawling, climbing, standing for long periods of time and working in non-ideal conditions.

Application Details: The position will stay open until filled - seeking one FTE. Apply via job postings on job boards or from the company website.

RESA Power is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.