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 operations manager (customer support)
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, coaching, data analysis
Preferred skills
Pricing strategy, quotation management, commercial operations, electronics repair, rail industry products, Lean/Six Sigma certification, leading technical teams
Technologies
None stated
Responsibilities
Shape and execute PSC strategy and operating plan; Own PSC business performance via targets, forecasts, and resource priorities; Serve as primary escalation point for critical customer concerns; Lead continuous improvement initiatives for productivity and quality; Coach and develop team leaders and employees; Manage workforce planning, hiring, and succession; Address performance gaps and employee relations; Partner with Sales, Engineering, Supply Chain, and other stakeholders to resolve issues.
Seniority
Manager, hands-on leadership