Welcome page Returning Candidate? Log back in! Product Line Support Group Manager Job Locations US-MA-Bedford Job ID 2024-7707 Type Regular Full-Time Category Marketing Overview

Job Summary

As the Product Line Support Group Manager at Instrumentation Laboratory (IL), a Werfen Company, 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.

Responsibilities

Key Accountabilities

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 Measurement:

Demonstrates a deep understanding of the business environment, contributing to enhanced work outcomes.Evaluates options based on customer needs, consistently delivering on expectations and maintaining professional interactions with customers.Communicates effectively, adapts to changing priorities, and considers alternative solutions to challenges.Actively engages team members in idea generation and change initiatives, fostering a culture of innovation and continuous improvement.Collaborates effectively to solve problems and approaches work assignments with enthusiasm and commitment.Demonstrates sound judgment and decision-making abilities, identifying and addressing problems and opportunities in a timely manner.Exhibits self-motivation, works well with minimal direction, and demonstrates energy and multitasking capabilities.Applies learnings from past experiences to drive personal growth and development, contributing to a broader network of knowledge.Ensures that customer perspectives are integral to strategic priorities and decision­ making processes.

Networking/Key relationships
To be determined based on department needs, including interactions with R&D, Quality Assurance, Manufacturing, Commercial Operations, and Marketing.

Qualifications

Minimum Knowledge & Experience required for the position:

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.Additional Skills/Knowledge: 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.Language: Fluency in English Required.

Skills & Capabilities:

 

Strong leadership and organizational skills with the ability to support and motivate team members.Technical proficiency and a willingness to learn new technologies.Excellent decision-making, presentation, and public speaking skills.Strong problem-solving abilities and strategic thinking.Customer empathy and the ability to identify and address customer needs.Team player with exceptional interpersonal, communication, and cross-functional collaboration skills.Highly energetic with the ability to establish priorities and work independently.Organizational awareness and a customer-centric attitude.

Travel requirements:
Up to 50% of time (domestic & international)

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