Manager, Service
About The Position
D-Wave is seeking an experienced Manager, Service to lead the Service team within the Hardware Engineering Department. In this role, you will be responsible for delivering and supporting world-class quantum computing systems by overseeing the final integration, field installation, monitoring, maintenance, servicing and continuous improvement of the production fleet while ensuring exceptional customer experience, high system reliability and operational excellence. This role will develop team objectives aligned with business priorities, lead and develop a multidisciplinary team, and partner with Engineering, DevOps, Manufacturing, and other cross-functional teams to drive service strategy, reliability, and continuous improvement.
Requirements
- Bachelor's degree in Mechanical Engineering, Engineering Physics, or a related discipline
- 10+ years of experience supporting complex electro-mechanical systems within high-technology, manufacturing, research, or field service environments
- Proven experience leading technical teams and developing high-performing employees
- Experience working directly with customers to resolve complex technical issues through phone, video conferencing, email, and on-site support
- Demonstrated ability to manage multiple priorities, allocate resources, delegate effectively, and lead through changing business needs
- Experience developing operational processes, service procedures, and continuous improvement initiatives
- Strong analytical, problem-solving, decision-making, conflict resolution, and organizational skills
- Excellent written, verbal, and interpersonal communication skills with the ability to collaborate across technical and business functions
Nice To Haves
- 5+ years of experience with cryogenic and/or high vacuum systems
Responsibilities
- Lead, coach, and develop a team of Service Engineers and Specialists, establishing objectives, priorities, and resource plans that align with departmental and company goals while fostering a high-performing, collaborative, and customer-focused culture
- Oversee the monitoring, servicing, maintenance, and reliability of the production fleet, ensuring timely issue resolution, strong customer support, and achievement of system performance and uptime requirements
- Develop and administer Service policies, procedures, and best practices, and partner with Hardware Engineering, DevOps, Manufacturing, and other cross-functional teams to improve monitoring, alerting, response protocols, and service operations
- Lead preventative and corrective action initiatives, including root cause investigations, trend analysis, and continuous improvement activities to enhance system reliability and operational effectiveness
- Oversee service tools, equipment, technical documentation, training materials, budgets, and lifecycle planning for components and subsystems
- Manage key customer, site host, vendor, and service partner relationships to support service delivery and operational continuity
- Lead the installation, commissioning, servicing, upgrading, and on-call support for mechanical, cryogenic, and other hardware systems, ensuring effective support during planned and unplanned events
- Partner with leaders across the organization to execute cross-functional service, maintenance, and reliability initiatives, and drive improvements to Service operations, organizational capability, and long-term service strategy
Benefits
- company ownership
- competitive pay
- a range of meaningful benefits
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What This Job Offers
Job Type
Full-time
Career Level
Manager
