Manager, Product Support Center

Job description

Who will you be working with? You will lead the Product Support Center (PSC) team and work closely with Sales, Operations, Engineering, Supply Chain, Quality, Product Management, Human Resources, and other business leaders. You will also engage directly with customers and serve as a key escalation point, helping the organization deliver responsive support, strong business performance, and a consistent customer experience.

How will you make a difference? As the Manager, you will shape and execute the PSC strategy, customer engagement model, operating plan, business performance, and talent agenda. You will translate organizational priorities into clear team goals, align resources with customer and business demand, and lead through team leaders and employees to improve customer satisfaction, operational performance, employee capability, and sustainable growth.

What do we want to know about you?

• Bachelor's degree in Business, Engineering, Supply Chain, STEM, or a related discipline.
• Minimum five years of progressive leadership experience in customer support, operations, service, manufacturing, or a related environment, including direct responsibility for employee performance, development, staffing, and accountability.
• Demonstrated customer-facing experience and success building strong customer relationships and resolving complex or escalated concerns.
• Experience leading cross-functional initiatives, organizational change, and continuous improvement efforts.
• Strong business and financial acumen, with experience using metrics, analytics, forecasts, and operating targets to make decisions and improve results.
• Strong leadership, coaching, communication, presentation, strategic thinking, influencing, and problem-solving skills.

Preferred qualifications

Experience in pricing strategy, quotation management, commercial operations, electronics repair, rail industry products, product support operations, or service organizations; Lean, Six Sigma, or continuous improvement certification; and experience leading supervisors, team leaders, managers, or technical teams. What will your typical day look like? Shape and execute the PSC strategy and operating plan, establishing priorities that align with organizational goals, customer needs, and long-term business objectives.

• Own PSC business performance by establishing performance targets, financial and operating plans, pricing strategies, forecasts, and resource priorities. Use data and financial analysis to identify risks, improve profitability, and deliver customer and organizational commitments.
• Translate business priorities into clear goals and accountability for team leaders and employees, balancing short-term execution with longer-term capability and growth needs.
• Develop and maintain strong customer relationships and serve as the primary escalation point for critical customer concerns, ensuring timely resolution and effective communication.
• Lead continuous improvement initiatives that strengthen productivity, quality, cycle time, customer satisfaction, and overall operational effectiveness.
• Lead the PSC organization through team leaders and employees, ensuring clear expectations, consistent leadership practices, effective decision-making, and strong execution across the function.
• Coach, develop, recognize, and hold team leaders and employees accountable through regular one-on-one meetings, performance discussions, goal setting, feedback, development planning, and succession management.
• Address performance gaps and employee relations matters promptly, consistently, and in partnership with Human Resources and appropriate leadership.
• Own workforce planning for the PSC, including staffing levels, workload balancing, hiring, onboarding, cross-training, employee development, succession planning, and resource allocation based on customer and business demand.
• Build team capability and a sustainable internal talent pipeline through training, mentoring, career development, cross-functional exposure, and succession planning.
• Lead employees through organizational, process, and business changes by communicating the purpose, engaging the team, addressing barriers, and reinforcing new ways of working.
• Create an engaged, accountable, and inclusive team culture focused on collaboration, ownership, safety, quality, continuous improvement, and customer service. Encourage different perspectives and provide employees opportunities to contribute and develop.
• Influence cross-functional priorities and decisions by representing PSC customer, operational, workforce, and business needs in planning and leadership discussions.
• Partner closely with Sales, Engineering, Supply Chain, Quality, Product Management, Operations, Human Resources, and other stakeholders to resolve issues, manage risks, and deliver customer commitments. What about the physical demands of the job?

This is an onsite, first-shift leadership position requiring presence five days per week. In-person presence is essential to provide employee supervision, coaching, performance management, workload coordination, customer support, and operational leadership. The role is performed in an office and product support lab environment and may require periodic access to operational areas. The employee must be able to communicate effectively and observe products, labels, and documentation.

All applicable personal protective equipment and site-specific safety requirements must be followed when entering designated work areas. Relocation assistance may be provided if eligibility requirements are met. #LI-PROMOTEDJOBS