Global Product Support Manager

Recruiter
BMR Solutions Ltd
Location
Clevedon, UK
Salary
Competitive
Posted
19 Jun 2019
Closes
27 Jun 2019
Ref
1184921034
Contract Type
Permanent
Hours
Full Time
We are looking to recruit an experienced Global Customer Support Manager.

Purpose of role:
To lead and manage the Global Customer Support process for the Product Company related products through the regional and product company customer support organisation and to identify and drive based on customer feedback quality improvement projects.

Goals:
Customer support organisation setup to provide global professional and reactive technical support to our customers in mitigating and resolving product non conformities or application problems
To share and consolidate technical product feedback and lesson learnt, to correlate data and initiate continuous product and process improvement projects and initiatives based on this data.
Ownership of all customer support deliverables within all stages of the Product Commercialisation Process for new product platforms, customised products and continuous improvement projects
Development and implementation of PC related product training programs

Tasks:
To lead and manage the Global Customer Support organisation for the PC related products through the regional and product company customer support organisation
Manages/supports recruitment, performance, development and training processes to ensure the customer support organisation competencies and capabilities reach the business goals and expectations
Mentors and oversees technical and professional development of the PC and Regional customer support organisations
Drive technical information exchange between PC and field through regular review meetings with PC and regional Customer support departments
Consolidate worldwide technical customer feedback and non-conformity reports from all potential sources for correlation analysis
Ensure lessons learnt are documented and integrated in training programs and new product development through the NPI and A&D PCP process
Ownership of all customer support deliverables within all stages of the Product Commercialisation Process for new product platforms, customised products and continuous improvement projects
Represent Customer support within Project Council Meeting (PCM) and the Product company's Product Quality Meeting (PQM)
Ownership of training facilities for customer support within the Product company
Lead and manage the PC related training coordinator
Assure the development and implementation of PC related product training programs
Support Product Incident (PI) investigations over the worldwide customer support organisation
Management of the technical non conformity process (FRACAS) in priority setting and driving worldwide resource allocation
Analysis of reported non conformities (FRACAS) to identify organisational priorities for quality improvement projects (SAQ)
Developing a collaborative relationship with members of the Service function and Engineering team
Seek input from interested parties and stakeholders across the business
Develops, implements and continuously improves policies, standards and procedures
Ownership of the overall customer support model and its implementation
Create specifications and carry out assessments of any supporting software tools required
Support implementation of new processes and tools and identify opportunities for continuous improvement
Review of budgets and follow up of cost centres
Support internal and external quality management and EHS audits

Skills, Qualifications & Experience:
Preferably experience of working and proven in depth knowledge of EMS
Flexible and capable of working in a complex environment
Excellent communication skills both written and oral
Resourceful, self-motivated and confident with working on own initiative
Good interpersonal and team working skills
Capable of interfacing professionally and to hold and maintain relationships at all levels with customers and suppliers internally and externally
Ability to drive project implementation
Ability to develop technical solutions, compliant with requirements within agreed programmes and timescales
Innovative towards all aspects of the role
Experience of utilising problem solving and root cause analysis tools in a manufacturing environment (Fishbone Diagram (Ishikawa) - Cause & Effect Diagram , 8D
Excellent IT literacy, being a competent user of MS office
Have a responsible approach to H&S of themselves and others
Experience in managing Global team and creation of strategy and mission for a functional department
Ability to present and explain key data / KPI's as required
Use of risk mitigation tools to control risks within projects and prioritise risk to be mitigated
Project management experience including implementation of complex and technically challenging projects
Experience of co-ordinating, planning and implementing complex projects with proven track record in delivering project on time and within budget
Ability to present and explain key data / KPI's as required
Previous demonstrable experience in change management

This job was originally posted as www.totaljobs.com/job/86907700

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