Product Support Manager

3 weeks ago


Nottingham, Nottingham, United Kingdom Stratasys Full time
Product Support Manager

Stratasys is a world leader in 3D printing and additive manufacturing. We are seeking a Product Support Manager to support our assigned product lines, working with the Business Unit, engineering team, and other departments to introduce new products, drive continuous improvement, and lead the tier 3 escalation.

The successful candidate will be accountable for delivering an exceptional customer experience and quality for their supported product lines. This includes the lifecycle of supported equipment through alignment with the business unit, including pre and post-production through end-of-service phases.

Key responsibilities include working with product management, engineering, operations, and other departments for new product development introduction and executing Beta plans. The candidate will also collect feedback from global and regional teams and provide insight to business units, product line managers, and CFT to improve internal processes.

Additionally, the Product Support Manager will establish monthly installation failures for all new installations in a quality forum and lead activities to address those failures with quality, production, and engineering. They will also investigate and consolidate information for reporting on customer visits, training sessions, field problems, and equipment problems.

Requirements include a 4-year degree in engineering or a similar technical field and ~5+ years' experience in Product Support or Product Management with a focus on electro-mechanical equipment. Proficient experience in technical writing and documentation of technical trades, presentation skills, and experience with Oracle, Salesforce, and/or Agile are also required. Travel requirement is 25%.

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