Manager, Product Support Center

Wabtec•West Melbourne, FL

1d•$91,100 - $129,800•Onsite

About The Position

The Manager, Product Support Center (PSC) shapes and executes the PSC strategy, customer engagement model, operating plan, business performance, and talent agenda. The role translates organizational priorities into team goals, aligns resources with customer and business demand, and leads through team leaders and employees to improve customer satisfaction, operational performance, employee capability, and sustainable growth. The manager leads the PSC team and works closely with Sales, Operations, Engineering, Supply Chain, Quality, Product Management, Human Resources, and other business leaders. The position also engages directly with customers and serves as a key escalation point for critical concerns. This is an onsite, first-shift leadership position requiring presence five days per week. Work takes place in an office and product support lab environment, with possible periodic access to operational areas.

Requirements

Bachelor's degree in Business, Engineering, Supply Chain, STEM, or a related discipline.
At least 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.
Customer-facing experience and a record of 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, including 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.
Ability to work onsite five days per week in an office and product support lab environment, with possible periodic access to operational areas.
Ability to communicate effectively and observe products, labels, and documentation.
Must follow applicable personal protective equipment and site-specific safety requirements when entering designated work areas.

Nice To Haves

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.
Experience leading supervisors, team leaders, managers, or technical teams.

Responsibilities

Shape and execute the PSC strategy and operating plan, setting priorities aligned 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 commitments.
Translate business priorities into goals and accountability for team leaders and employees, balancing short-term execution with longer-term capability and growth needs.
Develop and maintain customer relationships and serve as the primary escalation point for critical customer concerns, ensuring timely resolution and effective communication.
Lead continuous improvement initiatives to strengthen productivity, quality, cycle time, customer satisfaction, and operational effectiveness.
Lead the PSC organization through team leaders and employees, ensuring clear expectations, consistent leadership practices, effective decision-making, and strong execution.
Coach, develop, recognize, and hold team leaders and employees accountable through one-on-ones, performance discussions, goal setting, feedback, development planning, and succession management.
Address performance gaps and employee relations matters promptly and consistently in partnership with Human Resources and appropriate leadership.
Own PSC workforce planning, including staffing, 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 employee development.
Represent PSC customer, operational, workforce, and business needs in planning and leadership discussions to influence cross-functional priorities and decisions.
Partner with Sales, Engineering, Supply Chain, Quality, Product Management, Operations, Human Resources, and other stakeholders to resolve issues, manage risks, and deliver customer commitments.
Provide in-person employee supervision, coaching, performance management, workload coordination, customer support, and operational leadership.