Product Support Manager

Towlift•Brooklyn Heights, OH

About The Position

Product Support Manager Location: Brooklyn Heights, Ohio JOB SUMMARY The Product Support Manager oversees product support operations at the branch level including parts and service. This role oversees that branch operations are delivered to meet or exceed customers’ expectations. The Product Support Manager directs an efficient and profitable operation through productive staffing, customer retention and growth, cost controls, achievement of objectives, and supporting corporate initiatives. This is a supervisory role. ESSENTIAL FUNCTIONS Monitors and controls the performance of the branch product support departments using appropriate reporting and tracking systems. Establishes and maintains good working relationships with customers to encourage new and continued business. Maintains competitive pricing and maintenance menus for frequent operations. Promotes and follows through on corporate safety initiatives; drives safety performance to corporate goal of zero accidents and injuries. Maintains proper staffing levels for the total branch from technicians to office support staff, as dictated by business levels. Facilitates successful employee on-boarding and off-boarding, collaborating with HR as needed. Fosters team-building while maintaining a positive, respectful, and enjoyable work environment. Achieves operational and financial benchmarks annually. Maintains proper levels of billable time, year over year sales growth, gross profit margin, operational profit margin, and total profitability. Meets standards on management scorecard through monitoring and controlling processes. Promotes and encourages outstanding customer service communication for the entire department, both internally and externally. Enforces accountability standards through direct reports and manages staff to achieve operational goals. Leads by example in following and enforcing company policies and procedures. Controls operational costs by analyzing budgetary performance and implementing new cost cutting measures. Works with equipment vendors to learn maintenance requirements and capabilities of new equipment in the marketplace. Develops and implements new products and programs to bring to marketplace. Provides support to the local sales team by fostering a good relationship with the sales manager, communicating sales and product support issues, and working towards growing the total branch performance. Develops and maintains process documentation, including training and developing the technical and analytical skills of less experienced team members. Partners with other team members and managers to identify and implement business improvements to achieve ongoing operational efficiencies. Utilizes internal software program to generate analytical reports; ensures report accuracies and provides summaries for members of the operational department. Regular attendance for weekly product support virtual meetings. Performs other duties of a similar nature as required.

Requirements

Bachelor’s Degree in Business or related field preferred.
At least five years of progressively responsible experience in management, developing teams and leading people.
Previous mechanical experience required.
Proficiency in Microsoft Office Suite.
Experience with Power BI.
Ability to work independently and to effectively prioritize demands and execute tasks.
Keen attention to detail.
Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner.
Strong project management and organizational skills.

Responsibilities

Monitors and controls the performance of the branch product support departments using appropriate reporting and tracking systems.
Establishes and maintains good working relationships with customers to encourage new and continued business.
Maintains competitive pricing and maintenance menus for frequent operations.
Promotes and follows through on corporate safety initiatives; drives safety performance to corporate goal of zero accidents and injuries.
Maintains proper staffing levels for the total branch from technicians to office support staff, as dictated by business levels.
Facilitates successful employee on-boarding and off-boarding, collaborating with HR as needed.
Fosters team-building while maintaining a positive, respectful, and enjoyable work environment.
Achieves operational and financial benchmarks annually.
Maintains proper levels of billable time, year over year sales growth, gross profit margin, operational profit margin, and total profitability.
Meets standards on management scorecard through monitoring and controlling processes.
Promotes and encourages outstanding customer service communication for the entire department, both internally and externally.
Enforces accountability standards through direct reports and manages staff to achieve operational goals.
Leads by example in following and enforcing company policies and procedures.
Controls operational costs by analyzing budgetary performance and implementing new cost cutting measures.
Works with equipment vendors to learn maintenance requirements and capabilities of new equipment in the marketplace.
Develops and implements new products and programs to bring to marketplace.
Provides support to the local sales team by fostering a good relationship with the sales manager, communicating sales and product support issues, and working towards growing the total branch performance.
Develops and maintains process documentation, including training and developing the technical and analytical skills of less experienced team members.
Partners with other team members and managers to identify and implement business improvements to achieve ongoing operational efficiencies.
Utilizes internal software program to generate analytical reports; ensures report accuracies and provides summaries for members of the operational department.
Regular attendance for weekly product support virtual meetings.
Performs other duties of a similar nature as required.