We're Hiring
Senior Product Manager
The Senior Product Manager for service and repair sets the company direction for developing the global service and repair strategy and plan by understanding the needs of our remote service center as well as the requirements of local service depots. They will work closely with product management teams to research and define serviceability requirements and new service product offerings within product development programs. They will also be responsible for driving KPIs at the local service depot, including KPIs such as RMA turnaround time, service gross margins, and days RMAs are open. This position has four direct reports including the service manager and 3 local service depot technicians.
This position reports to the Director of Account Management.
Want to join our growing team?
Energetiq is a dynamic company, developing and manufacturing short wavelength light sources for use in advanced scientific and engineering applications.
Key Responsibilities
- Define and execute the service product strategy including launching standard service products, defining maintenance cycles, and maintaining service margins for the global service depots as well as the Energetiq service center.
- Work with Product Marketing, Engineering, and Marketing Communications to develop value propositions and training collateral for the Hamamatsu global sales and service teams.
- Lead the EQ service and repair team setting prioritization of service backlog and driving KPIs for the service centers.
- Work with Hamamatsu global service centers to collect data, roll out new service products and procedures and forecast their needs for training, parts and documentation
- Forecast EQ service center part needs and define safety stock levels on key components to ensure customer turnaround time expectations are met.
- Work through the resolution of technical service issues while developing standard processes and procedures to understand complex product issues.
- Manage local service team including service manager and depot technicians.
- Analyze product issues and work with empathy and urgency to deliver a solution to meet the customer, subsidiary and global service team needs, ensuring all parties receive prompt support enabling the highest possible customer satisfaction.
- Act as Service Product Evangelist with the global Hamamatsu and Distributor sales organizations, influencing and directing action to meet business objectives.
- Maintain a high level of technical competence on Energetiq products, while acting as a product expert.
- Share knowledge, best practices and learning with Hamamatsu global support and service teams to enhance quality and efficiency of customer support.
- Key contact for OEM customers for all service-related issues.
- Track, analyze and present product-related failures, complaints and repair metrics while advising and escalating to quality, engineering and internal product teams based on observed trends.
Minimum Requirements and Qualifications
- Bachelor’s degree in a Science or Engineering discipline.
- 10+ years of solid and relevant experience with customer-facing roles and a highly technical product in either product management, service management, or applications.
- Original Equipment Maker (OEM) experience is strongly preferred.
- Semiconductor Capital Equipment or Critical Subsystems experience a plus.
- Proven track record in a customer-facing role and de-escalating customer issues.
- Excellent customer service skills with expertise in troubleshooting, diagnosing, and solving complex problems
- Impeccable attention to detail. Excellent organizational skills.
- Solid financial skills including experience with return-on-investment models and developing cost-of-ownership models.
- Good presentation skills.
- Able to thrive in a fast-paced environment and multi-task to meet deadlines.
- Must be thorough and persistent with a strong work ethic; willing to work extra hours to meet customer needs and company objectives.
- Excellent interpersonal and communication skills and be able to interface with colleagues, staff and customers at all levels.
- Willing and able to travel in and outside the USA, as needed.
- Experience with Salesforce CRM is a plus.
- Proficient computer skills including MS Office and customer service software
- Ability to travel internationally 15% of the time (post-COVID)
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- US Passport and the ability to obtain international visas are a must.