Product Support Leader - Industrial Segment

This role is critical for driving product quality, ensuring timely issue resolution, and fostering cross-functional collaboration. You'll be responsible for leading, mentoring, and developing a large field support team while serving as the highest technical authority for complex issues related to industrial diesel and gas engines, alternators, control panels, and synchronization systems. A significant part of your role will involve leading New Product Introduction (NPI) support and ensuring PBIT (Product Introduction Team & Training) readiness for new industrial products, collaborating closely with R&D, Quality, and Manufacturing. The ideal candidate will have deep technical expertise in industrial engines, a minimum of 15 years of experience in product support or field service within the industrial sector, with at least 5 years in a senior leadership or managerial role. A Bachelor's degree in Mechanical or Electrical Engineering is required. Exceptional communication, problem-solving, and analytical skills are essential. Work closely with distributed field service teams to ensure effective on-site support, provide advanced technical assistance, and streamline diagnostic procedures for customers. Serve as a pivotal liaison, facilitating seamless communication and alignment between product support and various internal departments (engineering, sales, service operations, quality, manufacturing, supply chain), with a strong emphasis on NPI integration. Communicate highly technical information clearly, concisely, and effectively to diverse audiences, from technical engineers to non-technical executive stakeholders and customers.

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