Product Support Development Manager

4 weeks ago

Chattanooga, Tennessee, United States Astec Industries Full time
Built to Connect
Astec Industries is a global, environmentally focused infrastructure and manufacturing company of asphalt road building and aggregate processing. Our mission is to design and build innovative products for the industries we serve. Leveraging innovative solutions and technologies, we serve customers worldwide.

About the Position

Responsible for directing and supporting all Product Support related development activities associated with current and new products for all Astec Industries Integrated Solutions (IS) and Materials Solutions Group (MS) products.

Focus will be on technology, systems, and process development intended to improve the customer experience, promote machine uptime, and make Astec Industries easier to do business with for customers and dealers.


Essential Duties and Responsibilities
Develop, improve, and manage critical dealer and customer applications and tools, including websites and diagnostics tools. Champion the use of telematics data for creating customer and company value, particularly as it relates to diagnostics, predictive maintenance, parts sales, and predictive alerts.

Develop, manage, and continually improve processes and procedures related to Customer Support Planning in the NPD (New Product Development) cycle, ensuring all aspects of aftermarket parts and service support are enabled prior to product model launch.

Build organizational competency specific to Customer Support Engineering, including design for diagnostics, serviceability, reparability, and data. Establish and manage Dealer New Model Qualification program, clearly identifying requirements for dealer parts stocking, sales, and technical training, and special tools. Establish and manage Total Cost of Ownership database. Enable and generate actionable insights via Data Analytics to derive business value from data across the division. Prospect, evaluate, select, and develop new technologies required to create significant value for customers and company, particularly in the area of selling parts and service.

To be successful in this role, your experience and competencies should be:

  • Strong interpersonal, communication, and presentation skills
  • Ability to identify problems or potential problems at both a strategic and functional level and make or recommend decisions to resolve the same
  • Demonstrated business results through the collection, dissemination, and analysis of large amounts of data
  • Ability to manage conflict and resolve issues in the most positive fashion for all parties concerned
  • Projects strong leadership skills
  • Excellent organization and time-management skills
  • Willingness to accept responsibility and take on new challenges
  • Ability to influence others via communication to get desired results

Supervisory Responsibilities
Is responsible for the overall direction, coordination, and evaluation of the department. Directly or indirectly manages one to ten non-supervisory employees, including Software Developers, Customer Support Planners, Customer Support Engineers, Product Support Representatives, Data Analysts, Data Catalysts, Data Wranglers, and Data Scientists. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems in compliance with any applicable employment law guidelines and upon consultation with the Group Vice President of Product Support and/or Director of Human Resources if necessary.

EDUCATION and/or EXPERIENCE
Minimum Bachelor's degree in Engineering, Business, Computer Science, or applicable field. Master's degree preferred. Minimum of five years supervisory or managerial experience. Knowledge of Customer and Product Support fundamentals and processes required. Knowledge of manufacturing processes a plus. Knowledge of heavy equipment industry is a plus. Knowledge of dealer distribution channels is a plus.

Skills and Abilities Required
Ability to create, implement, and effectively communicate strategic vision of advanced support concept development and delivery. Demonstrated business results through the collection, dissemination, and analysis of large amounts of data. Strong interpersonal, communication, and presentation skills. Ability to manage conflict and resolve issues in the most positive fashion for all parties concerned. Ability to identify problems or potential problems at both a strategic and functional level and make or recommend decisions to resolve the same. Projects strong leadership skills. Excellent organization and time-management skills. Willingness to accept responsibility and take on new challenges. Ability to influence others via communication to get desired results.

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