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. Responsibilities 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 Werfen and form part of our mindset around People Management and Leadership. We expect all People Managers of Werfen not only to demonstrate, but also to constantly continue to develop, the following competencies: Building Talent: Planning and supporting the development of individuals’ knowledge, skills, and abilities so that they can fulfill current or future job responsibilities more effectively. Customer Focus: Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities, crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value. Decision Making: Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences. Driving for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement. Driving Innovation: Creating an environment (culture) that inspires people to generate novel solutions with measurable value for existing and potential customers (internal or external) ; encouraging experimentation with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions. Emotional Intelligence Essentials: Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results. Qualifications Minimum Knowledge & Experience Required for the Position: Education: Bachelor's degree in Engineering or related field required, or equivalent experience Experience: Minimum 4 years’ experience in a product support/technical environment required. Experience with electro-mechanical equipment required. Experience analyzing and presenting complex data required Additional Skills/Knowledge: Knowledge of Hemostasis/Critical Care instrumentation required Solid understanding of business systems, computer hardware and software (Microsoft, Linux, SAP, Client Server Interface, VPNs, LIS/HIS interfaces, TCP/IP protocols, ASTM/HL7 interfaces) highly desirable Experience working in a global business environment preferred Green or Black Belt Certification desired Language: Fluency in English required International Mobility: Required: No Travel Requirements: Up to 50% of time (domestic & international) The annual base salary range for this role is currently $130,000 to $160,000. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs. This role is eligible for medical, dental, and vision insurance, 401k plan retirement benefits with an employer match, as well as paid vacation and sick leave.Our sales roles are eligible for participation in a commission plan and our management,and select professional roles,are eligible for a performance-based bonus. Closing Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact View email address on click.appcast.io for assistance. We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team. #J-18808-Ljbffr UNAVAILABLE