Manager, Service

Manager, ServiceD-Wave (NYSE: QBTS), D-Wave 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 roleD-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 doLead, 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 cultureOversee the monitoring, servicing, maintenance, and reliability of the production fleet, ensuring timely issue resolution, strong customer support, and achievement of system performance and uptime requirementsDevelop 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 operationsLead preventative and corrective action initiatives, including root cause investigations, trend analysis, and continuous improvement activities to enhance system reliability and operational effectivenessOversee service tools, equipment, technical documentation, training materials, budgets, and lifecycle planning for components and subsystemsManage key customer, site host, vendor, and service partner relationships to support service delivery and operational continuityLead the installation, commissioning, servicing, upgrading, and on-call support for mechanical, cryogenic, and other hardware systems, ensuring effective support during planned and unplanned eventsPartner 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 strategyAbout youBachelor'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...