Product Support Manager

Faith Technologies•Appleton, WI

20h

About The Position

You’ve discovered something special. A company that cares. Cares about leading the way in construction, engineering, manufacturing and renewable energy. Cares about redefining how energy is designed, applied and consumed. Cares about thoughtfully growing to meet market demands. And ─ as “one of the Healthiest 100 Workplaces in America” ─ is focused on the mind/body/soul of team members through our Culture of Care. The Product Support Manager will serve as a central coordinator and project owner for aftermarket readiness of new products and special initiatives. This role ensures seamless integration of all post-sale support functions—including product support engineering, technical support, warranty, service operations, spare parts, and training. The Product Support Manager will oversee aftermarket deliverables, align cross-functional teams, track program milestones, and facilitate launch readiness across internal stakeholders. The ideal candidate would have APICS/CPIM or CSCP certification, experience with field service operations and aftermarket parts distribution, and familiarity with ERP platforms (e.g., SAP, Oracle, NetSuite) and analytics tools (Power BI, Tableau). They would also have knowledge of reliability and maintenance engineering (MTBF, LORA, RCM) and its impact on parts planning, PMP certification or equivalent program management training, and experience in industrial equipment, transportation, or energy sectors. Familiarity with Reliability-Centered Maintenance (RCM), FMEAs, or RAM analysis, Lean, Six Sigma, or continuous improvement certifications, and exceptional organizational and coordination abilities are also preferred. A Proven project/program management skills, strong verbal and written communication, technical acumen to engage with engineering and service teams, and proficiency in Microsoft Project, Excel, and collaboration tools would make this individual successful in this role. Lastly, a strong understanding of post-sale service operations including warranty, technical support, training, and spare parts logistics and familiarity with ERP, PLM, CRM, and service management tools are preferred.

Requirements

Bachelor’s degree in Engineering, Business, Operations, or a related technical field.
Minimum 5 years of experience in product support, engineering, aftermarket, or technical program management roles.
Proven project/program management skills, strong verbal and written communication, technical acumen to engage with engineering and service teams, and proficiency in Microsoft Project, Excel, and collaboration tools
Strong understanding of post-sale service operations including warranty, technical support, training, and spare parts logistics and familiarity with ERP, PLM, CRM, and service management tools

Nice To Haves

APICS/CPIM or CSCP certification
Experience with field service operations and aftermarket parts distribution
Familiarity with ERP platforms (e.g., SAP, Oracle, NetSuite) and analytics tools (Power BI, Tableau)
Knowledge of reliability and maintenance engineering (MTBF, LORA, RCM) and its impact on parts planning
PMP certification or equivalent program management training
Experience in industrial equipment, transportation, or energy sectors
Familiarity with Reliability-Centered Maintenance (RCM), FMEAs, or RAM analysis
Lean, Six Sigma, or continuous improvement certifications
Exceptional organizational and coordination abilities

Responsibilities

Coordinates aftermarket support readiness for new product introductions, major updates, and strategic programs.
Drives collaboration across engineering, service, warranty, documentation, parts, and training functions.
Creates project schedules, define milestones, and track deliverables across multiple stakeholder groups.
Maintains status dashboards and escalate issues to leadership as needed.
Acts as the liaison between Product Management, Engineering, and Aftermarket to ensure supportability requirements are defined and met.
Organizes and lead recurring support-readiness meetings with internal and partner teams.
Ensures development and delivery of technical content (manuals, SOPs), training plans, service bulletins, spare parts lists, warranty strategies, and diagnostics tools.
Validates service and support infrastructure readiness prior to product launch.
Leads or contributes to strategic programs such as new service models, sustainability initiatives, or aftermarket digital tools.
Identify process inefficiencies across the product support lifecycle and implement improvements in collaboration with operational teams.
Performs other related duties as required and assigned.