Manager, Application Support

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As Manager, Application Support, you will lead a team of product and application subject matter experts supporting assigned brands, customers, markets, or product categories. You will set priorities, establish support strategies, and ensure the team delivers timely, accurate product guidance that enables outside sales teams, strengthens customer relationships, and supports market growth.

A key responsibility of this role is to manage and develop the Application Support team, creating a high-performing function that serves as the first point of contact for product-related questions. You will set clear expectations, prioritize and assign work, coach team members, monitor performance, and ensure consistent execution. You will also build team capability, manage escalations, and hold the team accountable for delivering timely, accurate, and customer-focused support.

This role partners closely with outside sales, product management, engineering, customer service, quality, and other leaders to align priorities, improve processes, support product initiatives, and deliver a consistent customer experience.

Lead, coach, and develop the Application Support team. Establish clear expectations, allocate work, monitor performance, provide ongoing feedback, and build the technical, commercial, and customer-service capabilities needed to support the organization effectively.

Ensure the team develops and maintains deep knowledge of assigned products, competitive products, applications, customer requirements, and market and channel needs. Serve as an escalation resource for complex product and application questions.

Lead the development and execution of product support strategies for assigned OEMs and customers. Partner with sales and product leaders to identify opportunities that strengthen product positioning, create competitive advantage, increase adoption, and better meet customer needs.

Establish and maintain an effective first-stop support model for product-related questions from outside sales and other commercial partners. Ensure the team provides accurate product information, application guidance, product comparisons, technical documentation, and recommendations that enable effective solution positioning.

Oversee and guide team on product selection based on application requirements, operating conditions, product capabilities, and customer needs. Ensure requests requiring deeper engineering or specialized technical support are identified and routed to the appropriate resources.

Support strategic or escalated customer conversations and reinforce expectations for responsive, professional service.

Set the direction for product education and ensure customers, sales representatives, and internal partners receive effective training on product capabilities, applications, features, limitations, and appropriate use. Support product introductions and learning activities as needed.

Coordinate team support for new product introductions, product transitions, upgrades, and other product initiatives. Partner cross-functionally to ensure sales teams and customers understand changes, applications, positioning, timing, and available resources.

Establish clear troubleshooting and escalation practices for product and application-related questions or issues. Lead resolution of complex or high-impact matters by coordinating with Engineering, Customer Service, Quality, and other internal teams.

Ensure customer, competitor, application, and opportunity information is accurate and maintained in sales-facing systems. Drive consistent use of CRM tools, product documentation, technical resources, and internal systems, and identify opportunities to improve workflows, service levels, and team efficiency.

Define and monitor team priorities, service expectations, quality standards, and relevant performance measures. Use data, feedback, and business trends to address gaps, improve responsiveness, and strengthen the value delivered to sales teams and customers.

Promote ongoing development of product, application, industry, market, and leadership knowledge through…