A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
Director of Global Customer Support & Applications Engineering Laconia, New Hampshire, USA | Full-Time | On-Site | Global Leadership Role ePropelled is looking for an experienced, hands-on engineering leader to build and lead our global Customer Support & Applications Engineering organization across the USA, UK, and India. This is not a traditional customer service role. It is a senior engineering leadership position for someone who can combine deep technical expertise, customer focus, commercial awareness, and team leadership to make ePropelled exceptionally easy to buy from, integrate with, and operate. What You'll Own You will lead the technical customer relationship throughout the complete lifecycle, from initial opportunity and product selection through evaluation, design-in, integration, testing, production deployment, and field support.
You will:
Build and lead a global team of Pre-Sales Applications Engineers, Post-Sales Support Engineers, Field Applications Engineers, and Customer Applications Engineers Partner directly with Sales to understand customer requirements, select the right products, develop propulsion and power-system solutions, and remove technical barriers to winning business Establish a Customer Applications & Support Engineering Laboratory at our New Hampshire facility to reproduce customer applications, troubleshoot complex problems, perform root-cause analysis, and validate solutions Own customer evaluation programs from initial shipment through technical success, design-in, and production Develop world-class global technical support processes, standards, training, escalation procedures, and a shared engineering knowledge base Work closely with Quality, Product Management, Product Engineering, Manufacturing, and Sales Serve as a key technical Voice of the Customer, turning field experience into actionable product and roadmap input Build a culture where customer technical issues are owned through resolution A core objective of this organization will be to handle 99% of routine customer technical inquiries and resolve 95%+ of customer technical problems without requiring Product Engineering intervention. What We're Looking For We're looking for an engineering leader who is equally comfortable leading a global organization, working directly with customers, supporting Sales, and getting hands-on in an engineering lab.
You should bring:
10+ years of relevant engineering and industry experience 5+ years of engineering management or technical leadership experience Experience building and leading technical engineering teams Significant direct interaction with technical customers Pre-Sales Applications Engineering experience Post-Sales, Customer Engineering, Field Applications Engineering, or similar experience Strong hands-on troubleshooting and systems-engineering capabilities Experience with complex electromechanical systems Experience working across Sales, Engineering, Quality, Manufacturing, and Product Management Experience leading geographically distributed teams Willingness to travel domestically and internationally Technical Experience Strong practical experience across several of the following areas is highly desirable: Electric propulsion | BLDC and permanent-magnet motors | Electronic Speed Controllers | Motor controls | Power electronics | Starter-generators | Batteries and DC power systems | CAN / DroneCAN | Embedded controls | Flight and vehicle controllers |
UAV / UGV
/ maritime autonomous systems | System integration | Diagnostics | Engineering test and validation Direct experience with electric motor technology, motor design, motor controls, or propulsion-system engineering is a significant advantage. Experience in aerospace, defense, robotics, autonomous systems, electric vehicles, advanced mobility, electric aviation, or industrial electric propulsion is particularly relevant. The Mindset We want someone who is technically credible, highly responsive, analytical, commercially aware, calm under pressure, and comfortable taking ownership.
Most importantly:
A customer technical problem belongs to us until it is solved. If you're an engineering leader who wants to build a global organization at the intersection of advanced electric propulsion, customers, engineering, and commercial growth, we'd like to hear from you. Apply here or reach out to learn more about joining ePropelled.
Benefits:
401(k) Dental insurance Flexible schedule Health insurance
