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BrandSafway Product Support Supervisor SEA in Tukwila, Washington

Product Support Supervisor SEA

Tukwila,WA

SafeWorksjobs Opportunity – Product Support

Job Summary

The Product Support Supervisor is responsible for the business development of and management of project planning, customer interaction & execution for clients. To achieve this customer success, the product support supervisor must maintain and develop long-term relationships with the client and their according stakeholders. The Product Support Supervisor will work with those stakeholders as well as our internal team to set achievable expectations. Consequentially, this position will then manage and supervise the internal team’s efforts to target and achieve results, prioritize tasks, and overcome obstacles. In managing operations, this position is responsible for ensuring high levels of safety, quality, delivery, financial and operational performance, and the member relationships.

The position is responsible for the product planning and execution throughout the Product Lifecycle, including: gathering and prioritizing product and customer requirements, defining the product vision, and working closely with engineering, sales, marketing and support to ensure revenue and customer satisfaction goals are met.

Essential Functions

Responsibilities will include:

  • Coordinating the planning and scheduling of material and equipment requirements with the operations department.

  • Suggests changes to products or services to fulfill customer needs.

  • Discussing the scope of work with the client and defining its construction sequence and schedule.

  • Submitting engineering reports and job set-ups with internal team members.

  • Serving our client base and responding to their needs and requirements with technical advice and guidance.

  • Ensuring the conformity of our work within the scope of the purchase/rental agreement.

  • Training crews on proper use and assembly of systems if client is unfamiliar with the supplied product lines.

  • Coordination with the sales team and their customers to price and manage change orders as well as scope revisions.

  • Monitoring the project budget and maintaining projects’ financial health.

  • Ensuring personal and team compliance with safety policies.

  • The Product Support Supervisor provides the second level of support for customers and field representatives.

  • Will assume ownership of support cases assigned by a Product Support Representative and will follow through until the case has been closed or reassigned to another individual or department. If a question cannot be immediately answered, the Product Support Supervisor will be expected to use available material resources and/or consult with product experts to advance the resolution of the issue in a timely manner.

  • Advanced product knowledge and good problem-solving skills are required for this position. The support responsibilities described above will take up about 60% of the candidate’s time.

  • In addition, the Product Support Supervisor may be requested to engage in activities such as classroom training or on-site support, or to participate in company events such as product launches, at the request of the Global Product Support Manager, Operations.

  • Other duties as assigned by the Global Product Support Manager, Operations.

Secondary Functions will include:

  • Performing Equipment inspections.

  • Assisting in the development of annual budgets for industrial maintenance, project estimations, and costs/profitability of targets.

  • Providing support for business development.

  • Data management and analysis.

    Supervisory Responsibilities

This position has three direct reports, must have experience organizing work groups, coaching employees, monitoring progress, enforcing rules and ensuring quality compliance. Duties include:

  • Supervises the day to day operations of the Product Support Team.

  • Manages staff responsible for product support administration.

  • Strong communication and leadership skills as well as the ability to resolve workplace issues effectively.

  • Guide, train and support the team members and is highly motivated to help our company fulfill its larger mission.

  • The Product Support Supervisor will be people-centered, supportive and flexible to get the most of the team.

  • Inspire employees to own their work and deliver better results.

Qualifications & Requirements

Qualified candidates shall have:

  • Bachelor’s Degree in project management, or equivalent combinations of technical training and/or experience required.

  • 5 plus years of relevant experience in a related field as an individual contributor.

  • 2 or more years of supervisory experience of 5 or more direct reports.

Skills needed

To perform the job successfully, an individual should be able to utilize the following skills:

  • Able to work both independently and within a team.

  • Good written and oral communication

  • Active listening

  • Comfortability with change and fast-pace

  • Original thinking and creativity

  • Relationship management

  • Conflict resolution

  • Teamwork

  • Openness to the suggestions of others

  • Leadership ability

  • Integrity

  • Professional conduct

  • Conscientious work-ethic

  • Knowledge of relevant laws and policies

  • Microsoft Office Suite – Must have knowledge of Excel, Word and Outlook.

  • Knowledge of Six Sigma and Lean Principles.

  • Bilingual Skills in Spanish are a plus

  • Ability to travel at least 5-10% of the time (domestically and internationally)

Work Environment

Throughout the functions of this position, the employee must be able to and comfortable with talking, listening, standing, and walking. Because this position requires computer use, the employee will need to be able to sit for and spend extended periods of time looking at computer screens and typing.

As need requires when on a site or project, the employee may be required to climb, have balance, crouch and/or crawl, and be able to use objects such as tools, or controls. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, color vision, and the ability to adjust focus.

The employee must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 75 pounds. Frequent travel by car to customers’ offices and sites, including occasional overnight stays may be required.About SafeWorks

SafeWorks LLC, is a subsidiary of BrandSafway, a leading global provider of access, specialized services, and forming and shoring solutions to the industrial, commercial and infrastructure end markets. SafeWorks LLC, is the global leader in powered suspended access solutions for commercial construction, elevator, infrastructure, power generation, offshore and wind energy markets. Since the introduction of the original Spider work basket in 1947, we have been designing, manufacturing, distributing and services suspended scaffolding and fall protection solutions to end users and through equipment dealers under the Spider, Power Climber, Power Climber Wind and DualLift brands.

Please visit www.SpiderStaging.com to learn more about Spider and visit www.SafeWorks.com to learn more about SafeWorks.

BrandSafway is an equal opportunity employer and considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, ancestry, veteran status, genetic information, service in the Uniformed Services, or any other classification protected by law.

Job Ref: SW19-003

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