Product Support Manager

Product Support Manager Job Description Template

Our company is looking for a Product Support Manager to join our team.

Responsibilities:

  • Ensure the team is gathering reliability data from the field and supporting investigations into warranty claims;
  • Provides resolution of issues and monitors integration of work;
  • Responsible for oversight of small projects or multiple tasks within functional discipline;
  • Reviews technical concepts of projects to ensure customer, regulatory, assembly, and manufacturing requirements are met;
  • Deploy the necessary resources to support the business and ensure the correct staffing level are in place to support the departments workload;
  • Adheres to all Collins rules and codes of conduct;
  • Work with the other Engineering departments to ensure lessons learned and product improvement ideas are implemented in new system designs;
  • Performs other duties as required;
  • Investigate airline in-service issues and coordinate the resolution of these issues by being leader of the investigation team;
  • Provide Engineering support to the Global Network of service centers (Global Maintenance, Repair and Overhaul (MRO) centers);
  • Supports development and management of department budgets;
  • Audits work area for safety compliance;
  • Develop standard work for the department and continue to drive improvements leveraging the ACE tools to help increase department efficiencies;
  • Work with the department to integrate the Customer Response Center’s (CRC) standard tools and support 24/7 product support efforts.

Requirements:

  • Strong interpersonal communication skills, both verbal and written;
  • Project and Personnel Management;
  • Effectively present information in one-on-one and small group situations to customers, clients, and other employees;
  • Familiarity with ISO processes;
  • Customer Service, military experience and Sales background with Dept. of Defence;
  • Advanced knowledge of Value Stream Mapping process and ability to co-lead discussions;
  • Participate in Executive meetings such as PMC representing Support;
  • Participate in budget planning working sessions to provide for an effective and efficient operation. Responsible for meeting set budget;
  • Prioritize client experience over other metrics. Handles escalations as needed. Responsible for ensuring client needs are met;
  • Complete command of the business on a strategic level – Opportunities for Improvement, Strategy, Projects & Initiatives etc;
  • Motivate, mentor and provide feedback to staff and help establish and maintain career development;
  • Maintain knowledge of all RealPage products and services as well as being a liaison between internal clients and the support group;
  • Maintain knowledge of departmental policies and procedures;
  • Work with global support organization. Own at least 2 project and is responsible to see them through completion;
  • Supervise a team of support leaders.