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Title: Product Support Manager

Hiring Organization: Connexion Systems & Engineering

• Duration: Perm
• Pay rate: $90-120K
• Job Location: HhhAndover, MA
• Job# 14811

Summary:

Complete product ownership and responsibility for executing the team leaders’ vision for the product portfolio through its entire lifecycle including end-of-life. Understand and maintain product documentation and sales empowerment tools. Communicate directly with vendor technical support staff as needed.

Requirements:

• Bachelor’s degree in a technical or business field and 10 years’ experience
• Excellent written and verbal communication
• Deep technical knowledge of product lines

Function/ Sales:

• Develop and maintain sales empowerment tools
• Establish and maintain list pricing for products with strategic input from Sales
• Review & recommend safety stock
• Monitor product lead times and coordinate with operations to manage risk

Function/ Communication:

• Communicate receipt of request and provide estimate of time to complete the request
• Respond to customers in a timely manner
• Communicate directly with customers and distributors when necessary while informing territory stakeholders
• Communicate directly with vendor technical support staff as needed

Function/ Technical:

• Create and maintain technical support documentation, calculators, and engineering tools.
• Provide part number scheme and ensure part number compliance with JDE.
• Identify and maintain product approvals required for portfolio.
• Understand, align, and challenge technical information from vendors, codes, and standards
• Continuously analyze competitors including list price, product portfolio, markets, trends, risks, and product gaps.
• Resolve product quality concerns, document, and inform quality department, sales team, and executive leadership.
• Provide manufacturing requirements and specifications for operations to follow.

Function/ Management:

• Provide instructions, guidance, and support to direct report. Review each direct report yearly. Develop performance improvement plans as required.
• Develop skills of technical staff and ensure the customer receives excellent technical support.
• Foster a positive environment and lead by example.

Travel:

• Travel with the Sales Team to customer sites.
• Attend tradeshows as required.
• Visit vendors to foster relationship and drive product forward.
• Minimum requirements: Europe - once yearly. Asia - once every two years

Other:

• Develop new and follow existing ISO 9001:2015 procedures.

Additional Information

Our employees enjoy competitive, merit-based salaries plus excellent benefits including:

• Total compensation for this position will be commensurate with experience and market value.
• BC/BS Health and dental insurance with a deductible. The company pays  the first 75% of the deductible on the employee’s behalf.
• Company Paid Life Insurance / Short /Long Term/ADD and Disability
• 401K plan with generous company match: Roth and Traditional. Fully Vested date of hire.
• Vacation, personal days, and holidays Continuing education reimbursement program
• Year-end gainshare eligible bonus plan

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