Manager of Product Support Services

1 week ago

Whippany, New Jersey, United States SCOPE Recruiting Full time
Job Overview

As the **Manager of Aftermarket Services**, you will play a pivotal role in ensuring exceptional product support and customer satisfaction. Your responsibilities will encompass:

  1. Customer Liaison: Act as the primary point of contact for all product support inquiries, leading the company's aftermarket initiatives and commitments.
  2. Operational Excellence: Leverage existing policies and procedures to achieve company objectives. This includes:
    1. Conducting analyses to identify areas for improvement in turnaround time, cost efficiency, quality, and customer service.
    2. Ensuring that all operational goals related to schedules, deliveries, and quality standards are met.
    3. Establishing and reviewing pricing strategies.
    4. Maintaining compliance with contractual obligations.
  3. Budget Management: Oversee the allocation and monitoring of departmental budgets and resources, while supporting the strategic planning processes for aftermarket services.
  4. Leadership in Supply Chain: Provide guidance and support to the O&R Supply Chain, focusing on:
    1. Resolving technical, quality, and compliance challenges.
    2. Offering forecasts and strategic insights to enhance cost efficiency and cycle times.
  5. Service Center Oversight: Lead and manage authorized service centers, including:
    1. Selection, evaluation, and auditing of service centers.
    2. Fostering strategic partnerships aligned with company objectives.
    3. Engaging proactively with end users to establish maintenance schedules.
  6. Field Service and Training Leadership: Coordinate field service needs and training opportunities, ensuring:
    1. Identification of necessary resources for field service.
    2. Effective coordination of training initiatives.
    3. Provision of technical and logistical support.
  7. Quality and Operations Collaboration: Work closely with Quality, Engineering, and Operations teams to address customer field issues, ensuring:
    1. Timely responses to customer inquiries.
    2. Follow-up actions, including root cause analysis and corrective measures.
    3. Identification and resolution of trends affecting customer satisfaction.
  8. Marketing and Business Development Support: Assist in initiatives aimed at increasing aftermarket revenue and spare parts sales, including:
    1. Engagement with customers at conferences and industry events.
    2. Identifying growth opportunities within the aftermarket sector.
    3. Contributing to user training programs and maintaining customer databases.

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Supervisory Responsibilities: You will supervise and lead the Product Support Department staff.

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Key Contacts: Engage directly with various internal teams, customers, suppliers, and auditors.

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Qualifications:

  • Bachelor's degree in Engineering or Business Administration is preferred.
  • Proven experience in management and staff supervision, including P&L responsibilities.
  • Background in overhaul and repair, materials management, and customer service.
  • Familiarity with commercial and government contracting regulations.
  • Willingness to travel as needed.
  • Strong communication skills are essential.

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