Manager, Service [547]

Clutch Canada; Burnaby; On-site; CAD 182,000 - 250,000; Full time

Job summary

D-Wave Systems Inc. in Burnaby is seeking an experienced Manager, Service to lead the Service team within the Hardware Engineering Department.

You will oversee 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 requires a Bachelor's degree in Mechanical Engineering or Engineering Physics, 10+ years of

Qualifications

• 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.

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

Skills

Leadership

Customer support

Project management

Analytical thinking

Communication skills

Multitasking

Team development

Education

Bachelor's degree in Mechanical Engineering

Engineering Physics

Job description

D-Wave Quantum Inc. (NASDAQ: QBTS) is a leader in the development and delivery of quantum computing systems, software, and services. It is the world’s first commercial supplier of quantum computers, and the first and only to offer dual-platform quantum computing products and services, spanning both annealing and gate-model quantum computing technologies. D-Wave’s mission is to help customers realize the value of quantum today through enterprise-grade systems available on-premises and via its Leap™ quantum cloud service, which offers 99.9% availability and uptime. More than 100 organizations across commercial, government, and research sectors trust D-Wave to address complex computational challenges using quantum computing. Learn more about realizing the value of quantum computing today and how D-Wave is shaping the quantum-driven industrial and societal advancements of tomorrow: www.dwavequantum.com.

About the role

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.

What you'll do

• 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

About you

• 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

Additional requirements

• Participation in a rotating on-call schedule is required. This role requires flexibility to work outside of regular business hours as needed to support critical system issues and operational priorities.
• Ability to travel up to approximately 10% to customer sites across North America and Europe.

Bonus

• 5+ years of experience with cryogenic and/or high vacuum systems

A D-Waver's DNA

• We look at the future and say “why not”; we see possibilities where others see problems or routines. We show the way ahead and are committed to achieving ambitious goals.
• We practice straight talk and listen generously to each other with empathy. We value different opinions and points of views. We ensure that we connect outside as well as inside to learn from others and inspire each other.
• We hold ourselves accountable for delivering results. We make decisions & take responsibility so that we can act & support each other.
• As leaders we motivate & engage our teams to undertake beyond what they originally thought possible, by developing our teams & creating the conditions for people to grow and empower themselves through enabling & coaching.

Our Compensation Philosophy is Simple but Powerful:

We believe providing D-Wavers with company ownership, competitive pay, and a range of meaningful benefits is the start of creating a culture where people want to give the best they’ve got — not because they’re simply making money, but because they’ve fallen in love with our vision, mission, values, and team.

During the interview process, your Recruiter will review our total rewards (base, equity, bonus, perks, benefit, culture) offerings. The final offer is determined by your proficiencies within this level.

Inclusion:

We celebrate diverse perspectives to drive innovation in our pursuit. Our employees range from distinguished domain experts with decades of experience in their respective fields, to bright and motivated graduates eager to make their mark. Our diverse and innovative team will make you feel appreciated, supported and empower your career growth at D-Wave.

The Fine Print:

No 3rd party candidates will be accepted

It is D-Wave Systems Inc. policy to provide equal employment opportunity (EEO) to all persons regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state/provincial, local law.

The base pay range for this role is:

182,000 - 250,000 CAD per year (Burnaby)