Product Line Support Manager

Overview

Position Summary:

Under general supervision, provides a high level of service support on Werfen products to those organizations and individuals providing direct service to our customers. The Product Line Support Manager is responsible for management of technical service support, training, processes and procedures for a specified product portfolio to Affiliates, Distributors and Customers.

Key Accountabilities

Essential Functions:

• Leads or Supports service programs for assigned product line(s)
• Acts as a main point of contact for new services and ideas and actively solicits input from internal and external channels to make product support and improvement recommendations
• Responsible for the overall lifecycle of supported equipment including the introduction, production, post-production and end-of-support phases
• Supports and executes beta programs to meet the objectives defined by Product Management, Engineering and Executive Team
• Supports monthly product quality reviews to detect product and process trends. Defines key objectives/priorities to improve product performance.
• Reports issues, concerns and trends to QA, R&D and Operations
• Provides technical leadership in product problem solving
• Develops and manages spare part lists
• Communicates service-oriented product updates to internal and external channels
• Manages customer escalations regarding products; identifies root causes and plans and executes resolutions
• Interfaces regularly and effectively with Affiliates and all groups within the company (direct field service organization, Werfen service affiliates and service distributors)
• May be required to travel to customer sites to resolve complicated technical issues or to provide training to Affiliates or field personnel
• This activity may require work or travel outside of the standard work schedule
• Provides feedback and insights to R&D regarding new products, from concept to release, relative to diagnostics, service philosophy, documentation and serviceability
• Assists R&D, QA, Regulatory, Manufacturing Commercial Operations and Marketing as needed
• May oversee one or more Associate PLSMs or Product Line Support Specialists

Secondary Functions:

• Coordinates with internal support departments including Marketing, QA, R&D, and Finance to develop and implement cross-departmental processes to maximize service efficiency and productivity while controlling operating cost
• Uses analytics to assess business challenges and identify root causes to support worldwide Affiliates
• Leads and/or supports projects as assigned by WW Service Director or Sr. Product Line Support Manager
• Other duties as assigned

Budget Managed (if applicable):

• N/A

Internal Networking/Key Relationships:

To be determined based on department needs, to include interactions such as:

• R&D
• Quality Assurance
• Manufacturing
• Commercial Operations
• Marketing

Skills & Capabilities:

• Strong organizational skills and ability to support team members
• Strong technical skills and the ability to learn new technologies as required
• Ability to make timely decisions
• Good presentation and public speaking skills
• Strong decision-making skills
• Great problem solving, strategic thinking, and technical skills
• Deep customer empathy and ability to identify customer needs
• Team player - Excellent interpersonal, communication and cross-functional skills, including working in matrix environment
• Self-driven and ability to work with minimal direction
• Highly energetic, able to multitask, establish priorities and work independently
• Strong organizational awareness
• Customer centric attitude – Demonstrates customer focus by promoting and maintaining strong customer relationships.

Werfen People Manager

Competencies:

• The following competencies form part of the competency model for People Manager at…