Product Line Support Group Manager

4 weeks ago


Bedford Massachusetts, United States Werfen Full time
Job Summary

As the Product Line Support Group Manager at Werfen, a leading global company in the healthcare industry, you will be responsible for leading a specialized team in providing technical support, training, and service processes for a designated product portfolio. Reporting directly to the Director of Service, you will play a pivotal role in ensuring alignment with organizational goals and driving excellence in customer service and product support.

Key Responsibilities
  • Lead service programs for assigned product line(s), ensuring adherence to established standards and objectives.
  • Manage the complete lifecycle of supported equipment, from introduction to end-of-support phases.
  • Plan and execute beta programs to achieve objectives defined by Product Management, Engineering, and the Executive Team.
  • Conduct monthly product quality reviews, identifying key priorities for improvement and reporting findings to relevant stakeholders.
  • Provide technical leadership in problem-solving initiatives related to product issues and customer escalations.
  • Develop and maintain comprehensive spare part lists to support service activities effectively.
  • Communicate service-oriented product updates to internal and external stakeholders, ensuring transparency and alignment.
  • Manage customer escalations regarding products, identifying root causes and implementing effective resolutions.
  • Interface effectively with Werfen service affiliates, and service distributors.
  • Travel to customer sites as necessary to address complex technical issues or deliver training sessions effectively.
Performance Expectations
  • Demonstrate a deep understanding of the business environment, contributing to enhanced work outcomes.
  • Evaluate options based on customer needs, consistently delivering on expectations and maintaining professional interactions with customers.
  • Communicate effectively, adapt to changing priorities, and consider alternative solutions to challenges.
  • Actively engage team members in idea generation and change initiatives, fostering a culture of innovation and continuous improvement.
  • Collaborate effectively to solve problems and approach work assignments with enthusiasm and commitment.
  • Demonstrate sound judgment and decision-making abilities, identifying and addressing problems and opportunities in a timely manner.
  • Exhibit self-motivation, work well with minimal direction, and demonstrate energy and multitasking capabilities.
  • Apply learnings from past experiences to drive personal growth and development, contributing to a broader network of knowledge.
  • Ensure that customer perspectives are integral to strategic priorities and decision-making processes.
Requirements
  • Bachelor's degree in Engineering or related field required; Master's in Engineering preferred.
  • Minimum of 6 years' experience in a product management/technical environment required. Experience with electro-mechanical equipment required.
  • Experience analyzing and presenting complex data to Sr. Management and/or Global Audience preferred. Experience working in a global business environment preferred.
  • Strong knowledge of Hemostasis/Critical Care instrumentation, including IL products, required.
  • Solid understanding of business systems, computer hardware and software (Microsoft, Linux, SAP, Client Server Interface, VPNs, LIS/HIS interfaces, TCP/IP protocols, ASTM/HL7 interfaces) highly desirable.
  • Green or Black Belt Certification desired.
  • Fluency in English Required.


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