> Markdown version of [/jobs/ext/2304944-product-support-manager](https://www.wearedevelopers.com/jobs/ext/2304944-product-support-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Manager - **Company:** TLD - **Location:** Kempston, UK - **Contract:** Permanent contract - **Skills:** Datasheets, Ishikawa - **Published:** August 30, 2026 - **Apply:** https://www.collegerecruiter.com/job/2825796636-product-support-manager ## About the Role To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. * BEng Engineering degree or equivalent (Power Electronics experience desirable). * Excellent communication skills working across different time zones and cultures. * Multitasking and the capability to manage multiple priorities and work streams. * Naturally inquisitive with a keen eye for detail whilst processing a large volume of data. * After Sales experience coupled with root cause analysis capability (8D, Ishikawa, DMAIC, etc.). * Appreciation of Health and Safety with the coordination of Engineers in the field. * Data driven with a good understanding of risk and risk mitigation., * Attention to detail and well organized. * Good communication skills and a team player. * Sense of initiative, objective driven. * Gumption and tenacity. * Experience of working in a global cross-functional business. * Integrity, Honesty, Openness, Trust, and Kindness. ## Description An entrepreneurial spirit, continuous innovation, and a relentless focus on customer satisfaction: that is what defines TLD. Today, this culture drives us beyond our industry: our electric, hybrid, and autonomous solutions are contributing to the environmental transformation of global aviation. A unique opportunity with operational breadth across all functions, tasked with managing all "touch points" between Group SSOs (Sales and Service Originations). This role is unique and requires the skill set of a well-versed engineer with excellent communication skills who can build lasting relationships whilst managing all aspects of product support (in-field breaks-downs, service campaigns, New Product Introductions, Sales material, Order intake, etc.). At TLD, we stand behind our customers, products and services: responsibility, support, support and continuous improvement and the key words which drive and work and attitude. With a large amount of new product introduction, complex electronics and power transformation engineering coupled with a global sales presence, the position offers vast opportunity in a growing and scalable business., * ENGINEERING - promoting the product, its technical evolution and NPI to ensure the Sales team have a detailed understanding of the product range, key benefits, price structure, and comparisons to competitor products. * SALES - answer technical sales queries including full specification reviews. The PSM manages the Sales pipeline and, with the COO, determines the Transfer Price, Factory Discount and Lead Times. * WARRANTY - The PSM manages the Warranty process including filtering, monthly analysis feedback to Finance, and Product Demerit Claims (PDCs). * PRODUCT DEMERIT CLAIMS - Solutions and closure of frequent and repeatable technical issues captured through warranty. Involves close work with Engineering and across the Business Unit to implement change quickly. * MARKET KNOWELDGE - Product Line Improvements based market and competition knowledge including pricing evolutions, product presentations, and data sheets. * TRAINING - To coordinate and manage product training for Area Service Technicians and Area Sales Managers., * Working across all other departments to ensure the Voice of the Customer is reflected whilst closing the loop between in-field experience and operational capability. * The profile of a good PSM is a multi-tasking, diligent person with a technical background, a good understanding of sales activity, and a high level of customer commitment and availability. * Management of the Configuration Pricing Tool to streamline sales orders through product delivery whilst managing Transfer Prices for products and product options. * Coordination and release of all Technical Service Bulletins with overarching management until closure. * Monthly reporting on Warranty Costs, accruals required on Service Bulletin roll-out, and team performance KPIs. ## Related Videos - [How to Domain Model – An example from manufacturing](https://www.wearedevelopers.com/videos/742-how-to-domain-model-an-example-from-manufacturing) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [More efficient software for more efficient microchips](https://www.wearedevelopers.com/videos/1164-more-efficient-software-for-more-efficient-microchips) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Top Characteristics of a Software Engineer](https://www.wearedevelopers.com/magazine/166-top-characteristics-of-a-software-engineer) - [What is Software Engineering?](https://www.wearedevelopers.com/magazine/289-what-is-software-engineering) - [Should Tech Managers Be Developers First? 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