Product Support Manager

Valco Companies•New Holland, PA

4d•$90,000

About The Position

VAL-CO is seeking a Product Support Manager to lead its Technical Support and Project Management teams, which support manufactured equipment and engineered systems used in the poultry, livestock, and horticultural industries. This salaried, hands-on technical leadership role focuses on the performance, installation, application, and support of physical products and equipment in the field. The manager will help customers install, operate, troubleshoot, and maintain VAL-CO products while ensuring post-sale project responsibilities are completed effectively. The salary is $90,000 or more, depending on experience. The role oversees global technical troubleshooting and support, equipment installations, commissioning, customer training, and project execution from kickoff through closeout. It also leads teams, manages performance and resources, addresses complex product and field challenges, and collaborates across departments to improve the customer experience and product performance. The position involves building relationships with customers, dealers, and distributors and traveling overnight to customer locations, including internationally.

Requirements

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

Lead and develop the Technical Support and Project Management teams by setting priorities and performance expectations, coaching employees, and ensuring the teams have the resources and capabilities needed.
Oversee global troubleshooting and support for VAL-CO manufactured products and equipment, including mechanical and electrical systems, product applications, field service, installation, commissioning, and customer training.
Provide direct leadership and support when complex technical issues or customer needs require additional involvement.
Lead post-sale project activities from kickoff through installation, commissioning, training, and closeout, ensuring schedules, customer expectations, quality standards, and company commitments are met.
Collaborate with Engineering, Sales, Operations, Quality, Customer Service, and other departments to improve coordination, resolve issues, and deliver a seamless customer experience.
Establish 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 partner with Engineering, Quality, Product Management, and Operations to address root causes and improve equipment design, reliability, installation processes, and serviceability.
Build strong relationships with customers, dealers, and distributors; provide professional leadership in challenging situations, communicate clearly, resolve conflict, and maintain a service-oriented approach.