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Product Support Manager

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Kempston UK, Bedford, United Kingdom POWERVAMP U.K. LIMITED Part time

The Product Support Manager (PSM) of the Alvest OEM factory reports to the factory COO and is a member of the local Factory Steering committee. The PSM acts like the Sales Director of the OEM factory and insures good communication with the SSOs, in particular with the ASM, CSM and AST.


To be efficient in the mission, the PSM needs to be fully, continuously and diligently supported by all other managers of the factory, by the COO, but also the GPID.


ESSENTIAL FUNCTIONS of the PSM


PSM Daily role:


1. Supported by all other managers of the factory, the PSM answers daily and diligently the questions of all ASM, CSM and AST. If a question is very technical, the AST may sometimes call the RME directly or the PSM may drive the AST towards engineers and in particular the PLE and RME.

2. The PSM helps the ASM to review customer specifications but he provides only support to ASM in doing so. The ASM remains in charge of the customer specification understanding.

3. When special options are requested by ASM, PSM will follow procedure described in DMS#3219 to manage communication with ASM.

4. The PSM reviews daily all pending WC’s, changes their status, and expedites them to support the SSOs. The PSM initiates the internal action linked to the WC (EAP, PDC, or VWC). After initiation, the VWCs are managed by QAM and MLM and other factory managers.

5. The PSM continuously monitors the CSR(commissioning) and challenges, questions the different CSMs.

6. The PSM continuously monitors the SFR and challenges, questions, and supports the different ASMs to optimize the chances of success. The PSM participates in the factory SOP Forecast meeting with a full knowledge of all SFRs in order to provide the best sales forecast and to develop the invoicing forecast. SOP demand and process is driven by PSM in each OEM factory.

7. The PSM receives, checks, challenges and acknowledges diligently the SSO orders through the SOR system. The PSM then confirms delivery dates to the ASM and will continuously keep the ASM aware of production planning evolutions through the ODP system. In parallel, the PSM launches the FOR process in order to have a good PO factory review.

8. The PSM coordinates the shipping of the units with the SSO SA. In some cases, the PSM can propose alternative shipping methods and prices to the SSO.


Product improvement role:

9. The PSM manages the PDC system with a customer eye. The PSM should not get too involved in the engineering aspects of the PDC. He/she is there to coordinate and insure that engineers and other departments are doing their job and processing their tasks in

order to find a solution to customer/product issues in order to close the PDC as soon as possible.

10. The PSM monitors the development of Technical Bulletins by the engineering department and then publishes them on the SB module. However, the PSM does not write the content of the SB which is an engineering task. The PSM mission includes the monitoring of SBs approval processes.


Marketing and competition knowledge role:


11. Twice a year, with the COO, the PSM proposes and substantiates some TP evolutions to the RCEO and GCOO. When approved, the PSM enters the new TP in the E-quote system.

12. The PSM develops, updates, and publishes the product datasheets.

13. The PSM develops, updates, and publishes the marketing product presentations and the competition product comparisons.

14. The PSM continuously develops his knowledge of the competition, the strengths and weaknesses of the OEM factory product lines, and proposes product improvements or product developments to the COO.

15. The PSM participate actively to the development of the PLP during monthly PMC (see DMS#2434).

16. PSM needs to ensure that its organization knowledge on GSE usage is maintained through customer visit, field visit, turnaround VSM,…

17. PSM needs to schedule once a year an option list review with COO, and GPID for each product line.


Training and factory visit functions:


18. The PSM plans and organizes the ASM and AST training sessions. Although he/she may participate in them, they are supposed to be partially (ASM training) or almost entirely (AST training) done by engineering, production, and factory test technicians.

19. At the request of the ASM, the PSM can provide logistic support to customer factory visits product inspections. However, the ASM is responsible to drive the visit of the customer and to communicate the desired agenda to the PSM, who only acts as part-time support of the visit (4 hours max)


In parallel of these main functions, the PSM participates in the life of the OEM factory, to the meetings he is invited to. Twice a year, PSM will attend to GT process, to better reflect the customer expectation to the rest of organization (PSM= customer eyes).


The profile of a good PSM is a multi-tasking, diligent person with a technical background, a good understanding of sales activity, and a high level of customer commitment and availability.


PSM needs to participate to Yearly IPSM meeting organized by GPID.