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Product Support Manager

Forklifts Group
Orange, USA
Full-time
Senior Level
Onsite
USD 125000-150000 yearly
Discovered 1 months ago

Full Job Posting

  • Monitors and controls the performance of the branch product support departments using appropriate reporting and tracking systems.
  • Establishes and maintains good working relationships with customers to encourage new and continued business.
  • Maintains competitive pricing and maintenance menus for frequent operations.
  • Promotes and follows through on corporate safety initiatives; drives safety performance to corporate goal of zero accidents and injuries.
  • Maintains proper staffing levels for the total branch from technicians to office support staff, as dictated by business levels.
  • Facilitates successful employee on-boarding and off-boarding, collaborating with HR as needed.
  • Fosters team-building while maintaining a positive, respectful, and enjoyable work environment.
  • Achieves operational and financial benchmarks annually.
  • Maintains proper levels of billable time, year over year sales growth, gross profit margin, operational profit margin, and total profitability.
  • Meets standards on management scorecard through monitoring and controlling processes.
  • Promotes and encourages outstanding customer service communication for the entire department, both internally and externally.
  • Enforces accountability standards through direct reports and manages staff to achieve operational goals.
  • Leads by example in following and enforcing company policies and procedures.
  • Controls operational costs by analyzing budgetary performance and implementing new cost cutting measures.
  • Works with equipment vendors to learn maintenance requirements and capabilities of new equipment in the marketplace.
  • Develops and implements new products and programs to bring to marketplace.
  • Provides support to the local sales team by fostering a good relationship with the sales manager, communicating sales and product support issues, and working towards growing the total branch performance.
  • Develops and maintains process documentation, including training and developing the technical and analytical skills of less experienced team members.
  • Partners with other team members and managers to identify and implement business improvements to achieve ongoing operational efficiencies.
  • Utilizes internal software program to generate analytical reports; ensures report accuracies and provides summaries for members of the operational department.
  • Regular attendance for weekly product support virtual meetings.
  • Performs other duties of a similar nature as required.
  • High School Diploma or equivalent; Bachelor’s Degree in Business or related field preferred.
  • At least five years of progressively responsible experience in management, developing teams and leading people.
  • Previous mechanical experience required.
  • Proficiency in Microsoft Office Suite.
  • Ability to work independently and to effectively prioritize demands and execute tasks.
  • Keen attention to detail.
  • Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner.
  • Strong project management and organizational skills.

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