Product Support Manager

You’ll be the link between Engineering, Sales and Service. You’ll make sure the products perform in the field and that what’s learned there improves the next generation. You will:

• Lead the warranty process, filtering claims, analysing trends monthly and feeding back to Finance
• Drive repeat technical issues to a permanent fix, working closely with Engineering
• Coordinate and release Technical Service Bulletins and manage them through to closure
• Answer technical sales queries and carry out full specification reviews
• Work with the COO on transfer pricing, factory discounts and lead times
• Manage the configuration and pricing tool, so orders flow smoothly from sale to delivery
• Bring new products to the sales team, covering benefits, pricing and how they compare with competitors
• Coordinate product training for area service technicians and area sales managers
• Report monthly on warranty costs, service bulletin accruals and team KPIs

• A BEng in engineering, or equivalent experience
• After-sales experience, with strong root-cause analysis skills (8D, Ishikawa, DMAIC or similar)
• Clear communication and the ability to build relationships across time zones and cultures
• Comfort with large volumes of data and a sharp eye for detail
• Experience coordinating engineers in the field, with a good grasp of health and safety
• The ability to juggle several priorities and see them through
• Power electronics experience would be a real advantage, but isn’t essential

• £50,000-£60,000 salary
• Monday - Friday. Fully on site
• A broad, visible role in a growing business, working closely with senior leadership, * Permanent
• Kempston, Bedfordshire
• £42k - £48k / year

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Our client is a global engineering manufacturer of complex electronics and power-conversion equipment. With a lot of new product launches and a worldwide sales presence, it’s a growing business with plenty of room to make your mark.