Product Support Manager

Valco Companies•New Holland, PA

About The Position

VAL-CO is seeking a Product Support Manager to lead its Technical Support and Project Management teams, supporting manufactured equipment and engineered systems used in the poultry, livestock, and horticultural industries. This salaried, hands-on technical leadership role is focused on the performance, installation, application, and support of physical products and equipment in the field. The manager leads efforts to help customers install, operate, troubleshoot, and maintain VAL-CO products and ensures post-sale project responsibilities are executed effectively. The role addresses mechanical and electrical challenges, oversees equipment installations, and develops customer relationships to deliver a strong customer experience. Salary is $90,000+ depending on experience.

Requirements

A four-year degree in Mechanical or Electrical Engineering, or equivalent relevant experience in mechanical, electrical, controls, or related technical fields.
At least 7 years of experience in technical support, field service, project management, engineering support, product support, or a related technical environment.
At least 3 years of leadership or supervisory experience.
Experience supporting manufactured products, industrial equipment, machinery, agricultural equipment, or similar physical products.
Strong working knowledge of mechanical and electrical equipment, systems, and applications.
Ability to interpret engineering drawings, schematics, specifications, and technical documentation.
Demonstrated leadership, problem-solving, organizational, and decision-making skills.
Ability to assess technical and business risks, manage competing priorities, and make sound decisions with appropriate independence.
Strong communication and interpersonal skills, including the ability to navigate difficult situations, resolve conflict, and work effectively with customers and cross-functional teams.
Self-motivated, continuous-learning mindset with curiosity, initiative, and a commitment to improvement.
Proficiency in Microsoft Office applications, particularly Excel.
Willingness and ability to travel overnight to customer locations, including international locations.

Responsibilities

Provide direction and leadership to the Technical Support and Project Management teams; establish priorities and performance expectations, coach employees, and ensure teams have the resources and capabilities needed.
Oversee global troubleshooting and support of VAL-CO manufactured products and equipment, including mechanical and electrical systems, product applications, field service, installation, commissioning, and customer training.
Personally support complex technical issues or customer needs when additional leadership is required.
Lead post-sale project activities from kickoff through installation, commissioning, training, and closeout, ensuring schedules, customer expectations, quality standards, and company commitments are met.
Partner with Engineering, Sales, Operations, Quality, Customer Service, and other departments to improve coordination, resolve issues, and provide a seamless customer experience.
Set performance expectations, monitor key metrics, identify staffing and resource needs, and manage department travel and budget requirements.
Lead investigation and resolution of equipment failures, product defects, installation challenges, warranty claims, and significant customer issues.
Evaluate technical, safety, financial, and business risks; develop practical solutions and involve appropriate decision-makers as needed.
Identify recurring product, application, installation, and field issues, and work with Engineering, Quality, Product Management, and Operations to address root causes and improve design, reliability, installation processes, and serviceability.
Build relationships with customers, dealers, and distributors; provide professional leadership in challenging customer and project situations, communicate clearly, resolve conflict, and maintain a service-oriented approach.