Required a Product Support Manager, NPI.
We are passionate believers in the value and power of 3D printing, and in the change it can bring to design, innovation and manufacturing.
The solutions we create are used by over 20,000 enterprises worldwide, and are rapidly changing the way products are imagined, designed, marketed, produced, supplied and sold.
We are literally shaping the world that surrounds us from the products and services in our lives and homes, to our health and quality of life, our transport, security and economies, to how we teach, research and even learn.
Our company is the largest 3D printing solutions company in the world a company at the forefront of 3D printing innovation for more than 25 years.
We are seeking a Product Support Manager (PSM) to join our Global Customer Support ,NPI (New Products Implementation) team.
located in Rehovot, Israel.
AS a PSM you will have a wide range of responsibilities ranging from design discussions with Marketing, R&D and Engineering to working with field service teams to solving complex customer issues.
The PSM is responsible for delivering an exceptional customer experience for their respective product line(s).
Essential Duties and Responsibilities include the following:
Acts as a focal point for new services and ideas and actively solicit input from internal and external channels to make product support and improvement recommendations.
Responsible for the overall lifecycle of supported equipment, focusing on development and field implementation stages (printer, materials, software and finishing equipment) including the introduction, production, post-production and end-of-support phases
Creating, Managing and Implementing Customer Support requirements in to developed products.
Plan and execute beta programs to meet the objectives defined by Customer Support, Product Management, Engineering and Executive Team.
Working with Knowledge management team to create new product knowledge base, training and service tools.
Responsibility for smooth technical launch and implementation of new products in the field. Communicates service oriented product updates to internal and external channels.
Manages customer escalations regarding products; identify root causes and plan and execute resolutions.
Interfaces regularly and effectively with customers and all groups within the company.
May be required to travel to customer sites to resolve complicated technical issues or to provide training to customers or the company field personnel.
Requirements:
Mange Customer Support requirements, translate them into detailed product specifications.
Good presentation and public speaking skills in English.
Strong decision-making skills.
Great problem solving, strategic thinking, and technical skills.
Deep customer empathy and ability to identify customer needs.
Team player - Excellent interpersonal, communication and cross-group skills, including working in matrix environment.
Self-driven and ability to work with minimal direction.
Highly energetic, able to multitask, establish priorities and work independently.
Outstanding organizational awareness.
Essential Education, Skills and Experience:
A Bachelors degree, with technical background in mechanical or electrical engineering.
Minimum 3 years total experience in a product management/technical environment working with Multi-disciplinary mechanical equipment.
Customer centric attitude Demonstrates customer focus by promoting and maintaining strong customer relationships.
Good interpersonal and communication skills A Team Player.
Travel at least 20% of the time.