Product Support Manager

You’ve discovered something special. A company that cares. Cares about leading the way in construction, engineering, manufacturing and renewable energy. Cares about redefining how energy is designed, applied and consumed. Cares about thoughtfully growing to meet market demands. And ─ as “one of the Healthiest 100 Workplaces in America” ─ is focused on the mind/body/soul of team members through our Culture of Care.

The Product Support Manager will serve as a central coordinator and project owner for aftermarket readiness of new products and special initiatives. This role ensures seamless integration of all post-sale support functions—including product support engineering, technical support, warranty, service operations, spare parts, and training. The Product Support Manager will oversee aftermarket deliverables, align cross-functional teams, track program milestones, and facilitate launch readiness across internal stakeholders.

The ideal candidate would have APICS/CPIM or CSCP certification, experience with field service operations and aftermarket parts distribution, and familiarity with ERP platforms (e.g., SAP, Oracle, NetSuite) and analytics tools (Power BI, Tableau). They would also have knowledge of reliability and maintenance engineering (MTBF, LORA, RCM) and its impact on parts planning, PMP certification or equivalent program management training, and experience in industrial equipment, transportation, or energy sectors. Familiarity with Reliability-Centered Maintenance (RCM), FMEAs, or RAM analysis, Lean, Six Sigma, or continuous improvement certifications, and exceptional organizational and coordination abilities are also preferred. A Proven project/program management skills, strong verbal and written communication, technical acumen to engage with engineering and service teams, and proficiency in Microsoft Project, Excel, and collaboration tools would make this individual successful in this role. Lastly, a strong understanding of post-sale service operations including warranty, technical support, training, and spare parts logistics and familiarity with ERP, PLM, CRM, and service management tools are preferred.

MINIMUM REQUIREMENTS

Education: Bachelor’s degree in Engineering, Business, Operations, or a related technical field. APICS/CPIM, CSCP, PMP, or continuous improvement certification preferred.

Experience: Minimum 5 years of experience in product support, engineering, aftermarket, or technical program management roles.

Travel: 0-10%

Work Schedule: This position works between the hours of 7 am and 5 pm, Monday through Friday.

KEY RESPONSIBILITIES

• Coordinates aftermarket support readiness for new product introductions, major updates, and strategic programs.
• Drives collaboration across engineering, service, warranty, documentation, parts, and training functions.
• Creates project schedules, define milestones, and track deliverables across multiple stakeholder groups.
• Maintains status dashboards and escalate issues to leadership as needed.
• Acts as the liaison between Product Management, Engineering, and Aftermarket to ensure supportability requirements are defined and met.
• Organizes and lead recurring support-readiness meetings with internal and partner teams.
• Ensures development and delivery of technical content (manuals, SOPs), training plans, service bulletins, spare parts lists, warranty strategies, and diagnostics tools.
• Validates service and support infrastructure readiness prior to product launch.
• Leads or contributes to strategic programs such as new service models, sustainability initiatives, or aftermarket digital tools.
• Identify process inefficiencies across the product support lifecycle and implement improvements in collaboration with operational teams.
• Performs other related duties as required and assigned.

The job description and responsibilities described are intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

How Does FTI Give YOU the Chance to Thrive?

If you’re energized by new challenges, FTI provides you with many opportunities. Joining FTI opens doors to redefine what’s possible for your future.

Once you’re a team member, you’re supported and provided with the knowledge and resources to achieve your career goals with FTI. You’re officially in the driver’s seat of your career, and FTI’s career development and continued education programs give you opportunities to position yourself for success.

FTI is a “merit to the core” organization. We recognize and reward top performers, offering competitive, merit-based compensation, career path development and a flexible and robust benefits package.

Benefits are the Game-Changer

We provide industry-leading benefits as an investment in the lives of team members and their families. You’re invited to review the full list of FTI benefits available to regular/full-time team members. Start here. Grow here. Succeed here. If you’re ready to learn more about your career with FTI, apply today!

Faith Technologies, Inc. is an Equal Opportunity Employer – veterans/disabled.