Job Summary

As the Product Line Support Group Manager at Instrumentation Laboratory (IL), a Werfen Company, you will be responsible for leading a specialized team in providing technical support, training, and service processes for a designated product portfolio. Reporting directly to the Director of Service, you will play a pivotal role in ensuring alignment with organizational goals and driving excellence in customer service and product support.

Key Accountabilities

• Lead service programs for assigned product line(s), ensuring adherence to established standards and objectives.
• Manage the complete lifecycle of supported equipment, from introduction to end-of­ support phases.
• Plan and execute beta programs to achieve objectives defined by Product Management, Engineering, and the Executive Team.
• Conduct monthly product quality reviews, identifying key priorities for improvement and reporting findings to relevant stakeholders.
• Provide technical leadership in problem-solving initiatives related to product issues and customer escalations.
• Develop and maintain comprehensive spare part lists to support service activities effectively.
• Communicate service-oriented product updates to internal and external stakeholders, ensuring transparency and alignment.
• Manage customer escalations regarding products, identifying root causes and implementing effective resolutions.
• Interface effectively with Werfen service affiliates, and service distributors.
• Travel to customer sites as necessary to address complex technical issues or deliver training sessions effectively.

Performance Measurement:

• Demonstrates a deep understanding of the business environment, contributing to enhanced work outcomes.
• Evaluates options based on customer needs, consistently delivering on expectations and maintaining professional interactions with customers.
• Communicates effectively, adapts to changing priorities, and considers alternative solutions to challenges.
• Actively engages team members in idea generation and change initiatives, fostering a culture of innovation and continuous improvement.
• Collaborates effectively to solve problems and approaches work assignments with enthusiasm and commitment.
• Demonstrates sound judgment and decision-making abilities, identifying and addressing problems and opportunities in a timely manner.
• Exhibits self-motivation, works well with minimal direction, and demonstrates energy and multitasking capabilities.
• Applies learnings from past experiences to drive personal growth and development, contributing to a broader network of knowledge.
• Ensures that customer perspectives are integral to strategic priorities and decision­ making processes.

Networking/Key relationships
To be determined based on department needs, including interactions with R&D, Quality Assurance, Manufacturing, Commercial Operations, and Marketing.

Minimum Knowledge & Experience required for the position:

• Bachelor's degree in Engineering or related field required; Master's in Engineering preferred.
• Minimum of 6 years' experience in a product management/technical environment required. Experience with electro-mechanical equipment required. Experience analyzing and presenting complex data to Sr. Management and/or Global Audience preferred. Experience working in a global business environment preferred.
• Additional Skills/Knowledge: Strong knowledge of Hemostasis/Critical Care instrumentation, including IL products, required. Solid understanding of business systems, computer hardware and software (Microsoft, Linux, SAP, Client Server Interface, VPNs, LIS/HIS interfaces, TCP/IP protocols, ASTM/HL7 interfaces) highly desirable. Green or Black Belt Certification desired.
• Language: Fluency in English Required.

Skills & Capabilities:

• Strong leadership and organizational skills with the ability to support and motivate team members.
• Technical proficiency and a willingness to learn new technologies.
• Excellent decision-making, presentation, and public speaking skills.
• Strong problem-solving abilities and strategic thinking.
• Customer empathy and the ability to identify and address customer needs.
• Team player with exceptional interpersonal, communication, and cross-functional collaboration skills.
• Highly energetic with the ability to establish priorities and work independently.
• Organizational awareness and a customer-centric attitude.

Travel requirements:
Up to 50% of time (domestic & international)