Services Product Manager

JOB SUMMARY:

The Services Product Manager will be responsible for establishing, supporting, and executing services strategies, products, and programs consistent with overall business objectives. This role will also lead the upstream and downstream ownership of service parts, including portfolio strategy, pricing support, commercialization, lifecycle management, and development of service parts initiatives, while continuing to support development of new and enhanced service offerings. This position reports to the Senior Service Product Manager.

ESSENTIAL/PRIMARY DUTIES:

• Lead assigned end-to-end development of new service products, from concept to market launch.

  • Manage and support service product development, commercialization strategies, and training to achieve organizational goals.

  • Analyze and present research on customer needs, preferences, competitive landscapes, accreditation, and regulatory requirements as an input to service product and service parts development strategies.

  • Manage initiatives focused on improving, adding service functionality, or adding service product and service parts offerings to Midmark’s eCommerce platform(s).

• Develop and manage serviceability project plans for new capital products, ensuring customer service needs and service parts requirements are met throughout the product lifecycle.

• Conduct immersive customer and field research (ride-alongs, installs, service events, workflow observation) to identify friction points, validate concepts, and inform requirements for improved serviceability, customer experience, service offerings, and service parts opportunities using the Challenger Commercial Insight and JOLT frameworks.

• Lead customer and field insight activities for assigned services and service parts initiatives, using qualitative and quantitative feedback to identify unmet needs and support service offering improvements. 

• Lead service parts portfolio development and related business activities, including parts pricing support, commercialization, and lifecycle management. 

• Monitor and report key performance indicators (KPIs) to measure the success of development, commercialization, service parts, and business initiatives.

• Collaborate with stakeholders to manage service-oriented and service parts related programs, business processes, and partner relationships, ensuring compliance and successful business relationships.

• Utilize services and service parts experience as a subject matter expert (SME) across departments to drive product and process improvements.

SECONDARY DUTIES:

• Understand trends, regulations and other external factors impact on the services and service parts business.

• Advocate for Midmark Services and service parts strategies across the medical, dental, and animal health business units.

EDUCATION and/or EXPERIENCE:

Bachelor's degree or equivalent in a business or technical field, and 5+ years of related experience, or equivalent combination of experience and education. Experience in service product management, service operations, field service, parts management, or related roles preferred.

COMPETENCY and/or SKILL:

• Ability to lead mid-size and informal projects

• Strong understanding of customer needs, service workflows, and field service or service operations

• Ability to navigate cross-functional teams

• Stronganalytical and financial skills

• Understanding of service product development, service lifecycle, and service parts management

• Ability to identify service and service parts opportunities through customer, field, market, and usage insights

• Ability to support development, launch, and improvement of service offerings and service parts initiatives

• Demonstrated leadership aptitude and potential

SUPERVISORY RESPONSIBILITIES:

• N/A