Product Support Manager

Technical Support Manager

Stratasys is a world leader in 3D printing!

Stratasys is leading the global shift to additive manufacturing with innovative 3D printing solutions for industries such as aerospace, automotive, consumer products and healthcare. Through smart and connected 3D printers, polymer materials, a software ecosystem, and parts on demand, Stratasys solutions deliver competitive advantages at every stage in the product value chain. The world’s leading organizations turn to Stratasys to transform product design, bring agility to manufacturing and supply chains, and improve patient care.

Stratasys is seeking a Product Support manager. In this role, you will support the assigned product lines, working with the Business Unit, engineering team, and other departments to introduce new products (NPI), drive continuous improvement, and lead the tier 3 escalation.

You will also be accountable for delivering an exceptional customer experience and quality for their supported product lines to bring solutions to customer issues. A couple of other job duties will include:

• Responsible for the lifecycle of supported equipment through alignment with the business unit, including pre and post-production through end-of-service phases.
• Work with product management, engineering, operations and other departments for new product development introduction and execute/manage Beta plans.
• Collect the feedback from global, and regional teams and provide insight to business units, product line managers, CFT and strive to improve internal process
• Establish monthly installation failures for all new installation in a quality forum and lead the activities to address those failures with quality, production, and engineering
• Investigate and consolidate information for reporting on customer visits, training sessions, field problems, and equipment problems
• Provide Leadership of teams to include coaching, engagement, and development

MINIMUM QUALIFICATIONS

• 4-Year Degree in Engineering or similar technical field
• 5+ years’ experience in Product Support or Product Management role with a focus on electro-mechanical equipment

PREFERRED QUALIFICATIONS:

• Proficient experience in technical writing and documentation of technical trades
• Proficient experience with presentation skills to be able to deliver technical training and/or presentations
• Experience with Oracle, Salesforce, and/or Agile

TRAVEL REQUIREMENT: 25%