Manager, Product Support Center
Core
Lead the Product Support Center (PSC) team to deliver responsive support, strong business performance, and a consistent customer experience for the rail industry.
Role type
Senior IC manager (product support operations)
Builds
Customer support operations and service delivery for rail equipment and systems
Domain
Rail industry + operations management
Required skills
Strategic planning, financial acumen, cross-functional leadership, performance management, workforce planning, continuous improvement, stakeholder management, problem-solving
Preferred skills
Pricing strategy, Lean/Six Sigma, leading technical teams
Technologies
None stated
Responsibilities
Shape and execute PSC strategy and operating plan; Own PSC business performance via targets and financial analysis; Lead continuous improvement initiatives; Coach and develop team leaders and employees; Manage workforce planning and succession; Resolve escalated customer concerns; Partner with Sales, Engineering, and Supply Chain to deliver commitments