Product Support Manager

1 week ago

Nottingham, United Kingdom Stratasys Full time
Job Title: Product Support Manager

Stratasys is a world leader in 3D printing, and we're seeking a skilled Product Support Manager to join our team. As a key member of our organization, you will play a critical role in ensuring the success of our customers and the growth of our business.

Key Responsibilities:

  • Support the lifecycle of supported equipment, working closely with the Business Unit, engineering team, and other departments to introduce new products, drive continuous improvement, and lead tier 3 escalation.
  • Deliver exceptional customer experiences and quality for supported product lines, bringing solutions to customer issues.
  • Collaborate with product management, engineering, operations, and other departments for new product development introduction and execute/manage Beta plans.
  • Collect feedback from global and regional teams and provide insights to business units, product line managers, CFT, and strive to improve internal processes.
  • Establish monthly installation failures for all new installations in a quality forum and lead activities to address those failures with quality, production, and engineering.
  • Investigate and consolidate information for reporting on customer visits, training sessions, field problems, and equipment problems.
  • Provide leadership to teams, including coaching, engagement, and development.

Requirements:

  • 4-Year Degree in Engineering or similar technical field.
  • 5+ years' experience in Product management or technical service role with a focus on electro-mechanical equipment.
  • 3+ years of experience in a customer or technical service type role.

Preferred Qualifications:

  • Proficient experience in technical writing and documentation of technical trades.
  • Proficient experience with presentation skills to deliver technical training and/or presentations.
  • Experience with Oracle, Salesforce, and/or Agile.

Travel Requirement: 25%

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