Manager Product Support

The Product Support Manager at Analogic oversees the Product Support Team, ensuring top-notch technical support and customer service for security imaging systems. Key duties include managing service operations, field support, and troubleshooting, while collaborating with other teams to improve product reliability and customer satisfaction. The role also focuses on implementing data-driven metrics, predictive maintenance, and knowledge-sharing to scale global support. Strong leadership, technical skills, and a customer-focused approach are essential.

RESPONSIBILITIES

Strategic Leadership and Team Management:

• Lead and mentor a team of Product Support Engineers, Technicians, and Specialists across multiple regions
• Establish and maintain a high-performance support culture, focusing on customer satisfaction, rapid issue resolution, and service excellence
• Develop service strategies and performance KPIs to optimize technical support operations
• Ensure team is properly trained and equipped with the necessary tools and knowledge

Customer & Field Support Operations:

• Oversee remote and on-site troubleshooting, repair, and maintenance of security imaging products, ensuring minimal downtime.
• Act as the primary escalation point for complex service issues and work closely with R&D to implement long-term solutions.
• Drive first-of-kind product installations, ensuring smooth deployment.
• Work closely with OEM partners and direct customers to coordinate support requirements.

Technical Innovation & Product Improvement:

• Collaborate with engineering and R&D teams to incorporate serviceability and reliability enhancements into product roadmaps.
• Drive the adoption of new technologies to improve equipment uptime.
• Work with data analytics teams to identify trends, root causes, and solutions for recurring technical issues.

Service & Documentation Development:

• Develop service bulletins, validate maintenance procedures, and troubleshooting guides for internal teams and global service partners.
• Support product documentation development and maintenance.
• Oversee the creation and continuous improvement of technical training programs for the support team and customers.
• Ensure accurate documentation of service reports, knowledge base articles, and field updates.

Cross Functional Collaboration:

• Interface with Project Management, Engineering, Service Operations, and Product Management to align service strategies with business objectives.
• Work closely with Quality and Regulatory departments to manage and resolve customer complaints effectively.
• Lead the implementation and optimization of CRM tools (Salesforce/ServiceMax) to improve service operations and reporting.

Compliance & Industry Engagement:

• Ensure adherence to domestic and international regulatory compliance standards for security equipment.
• Stay up to date with industry trends, emerging technologies, band best practices in technical support, predictive analytics, and service automation.

REQUIREMENTS

• Bachelor's degree in engineering, Computer Science, Business Administration, or a related technical field.
• 7+ years of experience in technical service, product support, or field operations, preferably in security imaging, CT/X-ray systems, or industrial equipment.
• Proven leadership experience managing a distributed technical support team.
• Strong problem-solving skills and ability to diagnose and resolve highly complex system failures.
• Experience with service technologies, remote monitoring, and CRM tools (Salesforce/ServiceMax).
• Excellent communication, documentation, and training skills.
• Must be able to obtain and maintain the necessary public trust security clearance (e-QIP)
• Ability to travel internationally.

PHYSICAL REQUIREMENTS

• Ability to safely and effectively perform essential job functions in compliance with ADA, FMLA, and other relevant standards, while meeting productivity requirements.
• Ability to consistently maintain regular and punctual attendance.
• Must be able to talk, listen and speak clearly on telephone.
• Position may involve prolonged sitting and extensive use of computer/keyboarding.
• Occasionally lifting and carrying items such as files, documents, and office supplies, typically weighing up to 20 pounds.

BENEFITS

• 401K with company match vested immediately
• HSA/FSA match
• 8 weeks paid parental leave
• Healthcare for now and healthcare as your family and health change
• Continuous Education Pathways
• You will be joining a passionate, driven and diverse global team!

To learn more about our culture please visit: https://www.analogic.com/careers/

Follow us on LinkedIn: https://www.linkedin.com/company/analogic/

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)