Product Support Manager

Product Support Manager (Direct Hire)

Gays Mills, WI

Job Requisition: 7409

Description for Product Support Manager: 

The Product Support Manager plays a pivotal role in overseeing the Return Merchandise Authorization (RMA) process, acting as the central contact for both internal teams—such as Customer Service and Sales—and external customers. This individual manages the lifecycle of returned products, analyzes failure data, and leads the coordination of technical and project execution activities across departments. In addition to driving HVAC/R product development initiatives, the role requires effective project management through all phases of the development cycle, including support for Design for Manufacturing and Test (DFM/DFT), ensuring accuracy and clarity in stakeholder communications, and maintaining project alignment with schedule and budget constraints. The Product Support Manager also handles non-product BOM configurations, develops technical documentation, and contributes to cross-functional efforts that support product improvement and business growth. 

Responsibilities for Product Support Manager:

• Serve as the primary point of contact for Return Merchandise Authorizations (RMA’s) and coordinate with multiple departments to process, categorize, and ensure all aspects of RMA’s are completed.
• Process Returned Merchandise Authorization (RMA) transactions.
• Complete paperwork and update databases so that RMAs can be tracked.
• Catalog and maintain reports of all products received through the RMA process.
• Analyze data and recurring trends to identify corrective actions.
• Present RMA data to Product Management, Quality, and Accounting.
• Develop and maintain RMA training materials.
• Support RMA and collateral activities to analyze failure data and component obsolescence—identifying proactive methods for preventing future failures and driving component end-of-life decisions.
• Guide and manage projects through the client’s Product Development Process by providing guidance and input.
• Coordinate all technical and project execution aspects of bid and proposal activities.
• Support Design for Manufacturing (DFM) and Design for Test (DFT) initiatives in new product designs and technical refreshes.
• Serve as gatekeeper for projects ensuring that information presented to stakeholders for decision-making is accurate, concise, and appropriate.
• Define product features through market research studies and in discussions with customers.
• Review project plans to ensure they remain on schedule and under budget, promptly communicating barriers or misalignment of project metrics to stakeholders.
• Document, disseminate, manage, and resolve stakeholders’ concerns pertaining to projects under consideration.
• Proactively take all possible actions to avoid or minimize problem areas, anticipate problems, and revise project plans as needed to avoid or mitigate issues.
• Ensure critical path and key dependencies are effectively managed to ensure project success.
• Create and maintain Bill of Materials (BOMs) and Configuration Center information within Filemaker for non-product orders.
• Enter non-product configuration information into production test databases.
• Review and approve non-product quote requests from Customer Service and Sales.
• Write and publish technical support documents and media for existing products and products created or revised through the client’s Product Development Process.
• Maintain industry knowledge by attending educational workshops or classes, reviewing related publications, and establishing networks.
• Contribute to team efforts by accomplishing related results as needed, including special projects and tasks as delegated by the supervisor.

Requirements for Product Support Manager:

• Associate’s Degree, Trade or Technical School (Electronics Technology, Marketing, Management, Business Administration, or related field).
• 3–5 years of work experience in HVAC/R sensor and wireless-related technologies.
• 3+ years of experience working in or with electronics.
• Intermediate to expert computer skills.
• Experience conducting BOM verification.
• Ability to perform risk analysis.
• Track record of motivating and driving projects and teams effectively to meet deadlines.
• Proactive, well-organized, and thorough planner.
• Demonstrated success in driving product initiatives with measurable outcomes.
• Strong facilitation, interpersonal, ownership, communication, and negotiation skills.
• Ability to stay effective in fast-paced, high-pressure environments with shifting priorities.
• Leadership experience with cross-functional teams.
• Strong verbal and written communication skills across all levels—internal and external.
• Self-motivated with a proven ability to learn on the job and solve problems.
• Detail-oriented with a strong focus on defined goals.
• Experience making business and technical decisions and understanding their impact.
• Strong analytical and problem-solving skills, including leading others to solutions.
• Sound judgment balancing customer, employee, and company needs.
• Culturally competent with professional communication in verbal, written, and digital formats.

Nice to Have for Product Support Manager:

• Bachelor’s Degree.
• 3+ years of experience managing projects using Microsoft Project or similar PM software.
• Financial understanding to ensure projects stay on task and within budget.
• Experience specifically in temperature and humidity measurement and indication.
• Familiarity with Design for Manufacturing (DFM) and Design for Test (DFT).
• Experience in writing and publishing technical support documentation.