Sr. Manager, Product Support

Wildeck, Inc • Waukesha, WI

1d • Onsite

About The Position

Responsible for providing leadership for the planning, development, and
execution of all post-sale customer-facing functions. Those functions include,
but are not limited to, project management, installation, parts and service.
Ensures projects are executed efficiently, customers receive exceptional
support, and there is seamless coordination between engineering, manufacturing,
project management and installation teams.

Requirements

• Bachelor’s degree in business administration, supply chain or related field.
• Minimum seven years of progressively responsible leadership experience in project management, product management and support, or inside/outside sales, preferably in material handling or related industry.
• Knowledge of structural systems and installation practices.
• Excellent interpersonal and communication skills with the ability to establish cross functional partnerships.
• Excellent project management and organizational skills.
• Excellent problem solving and decision-making skills.
• Proficient in workplace tools including Microsoft Office, Salesforce and ERP systems.
• Current, valid Driver’s License.
• Physical Requirements include: Twisting, turning, grasping, reaching, kneeling, crawling, pulling, extended periods of standing, ability to lift 25 pounds.

Nice To Haves

• PMP certification preferred.

Responsibilities

• Provides leadership to and drives On-Time, Accurate, and Complete (OTAC) throughout project management, installation and parts and service.
• Encourages the Voice of Customer (VOC) to monitor and leverage customer feedback to improve customer experience.
• Develops and facilitates product training for customers.
• Oversee the management of customers’ projects from order entry to job close which includes ensuring project schedules, milestones and deliverables are established.
• Ensure there is cross-functional communication and schedule adherence between engineering, operations, shipping, installation and sales.
• Responsible for project case management which may include monitoring project cost, schedules and scope.
• Provide leadership and direction to the internal installation team and 3rd party installation partners and meets or exceeds the installation annual revenue plan.
• Provides oversight to the parts and service team which includes developing a multi-channel approach to part sales, maintaining a high profit pricing model, and continuing to develop a service model that creates new revenue streams.
• Serves as the primary escalation point for customer concerns during project implementation and post-installation support.
• Ensures clear communication with customers regarding project timelines, installation schedules, and service needs.
• Maintains strong relationships with key customers to support long-term partnerships.
• Lead, mentor, and develop the operations leadership team to foster a culture of employee ownership, high performance, accountability, continuous improvement, and teamwork across operations.
• Responsible for hiring, performance management and termination for both direct and indirect reports.
• Perform additional duties as required to support business needs.

Benefits

• Along with competitive compensation we offer three different health plans, dental, vision, life insurance, short- and long-term disability, identity protection service, paid parental leave, employee assistance program, continuing education, generous paid-time-off and nine paid holidays.
• Retirement plans include the Employee Stock Ownership Plan (ESOP) and 401k.
• Contributions to the ESOP are made by the Company annually based on profitability.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager