Product Support Manager

Job Description

The National Product Support Manager – Cash Vault Services is responsible for support and coordination of the product line. This position will train and create training documentation for customer implementations, internal startups, process improvement initiatives, on-going support, and other product-line related tasks. Working in a matrix environment, the incumbent collaborates with the RCS, Sales Team, Field Support staff and Operations Team to ensure Product Line support and objectives are met. The incumbent will provide expertise and guidance in product-related processes and procedures for operations activities at all levels to ensure effective and efficient execution of product processes.

Key Responsibilities:

• Provide expertise and guidance in operations product-related processes and procedures

• Support business objectives related to product line Quality initiatives

• Ensure that operational policies, procedures, workflows and reporting formats for product line are established and maintained

• Manage expectations of customer and field operations in cooperation with Sales

• Create/improve operations key indicators (KPI) and quality assurance

• Achieve results by communicating and working across functions and teams

• Serve as a product consultant and procedure point of escalation for Product Line support issues

• Share knowledge and best practices with team, customers, and other groups, including documentation and training

• Conduct operational training on product line(s) to CVS Operations and/or Field Support Staff

• Create and support development of timely corrective actions to product line issues in operations

• Analyze key indicators and quality data to identify opportunities to improve overall operations performance

• Improve processes directed toward reducing costs, improving cycle time, increasing sales/gross profit, and enhancing customer satisfaction

• Manage projects

• Travel as necessary

• Perform other duties as assigned or necessary


Minimum Qualifications:

• High School Diploma or GED

Minimum of 3 years project management experience

• Minimum of 2 years experience with MS-Office tools: Word, Excel, PowerPoint and Project

Preferred Qualifications:

• Awareness of Process Improvement Techniques, including Six-Sigma and Lean

• Outstanding detail-orientation and organizational skills

• Able to work independently

• Outstanding record of achievement including maintenance of standards and integrity

• Experience in vault operations

• Understanding of armored car business

• Ability to make strong contributions as an individual and team player

• Demonstrated ability to effectively manage competing priorities and duties in a deadline-driven environment

• Proven leadership abilities preferably in an operations/product support or customer support environment

• BA or BS degree in business, marketing, engineering or related field

Professional Skills:

• Strong consultative, analytical and problem-solving skills

• Proven planning and decision-making skills

• Excellent interpersonal/communication and presentation skills