Global Product Support Lead

TLD; Kempston; On-site; GBP 55,000 - 85,000; Full time

Job summary

TLD, a leading provider of ground support equipment, seeks a Product Support Manager responsible for coordinating all product support activities, warranty analysis, and field service liaison.

The role demands a strong engineering background, excellent communication across time zones, and the ability to manage multiple priorities while driving product training and field improvements. This is a pivotal position within a global engineering and sales ecosystem.

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The role requires a technical background, strong communication across time zones, and the ability to manage multiple priorities.

Responsibilities

• Promote the product and its evolution to ensure Sales have a detailed understanding of benefits, price structure, and comparisons.
• Manage technical sales queries, review full specifications, and coordinate the Sales pipeline with leadership on pricing and lead times.
• Oversee warranty processes, analyze data, and claim closes with cross-functional teams to implement changes.
• Coordinate and release Technical Service Bulletins and track costs, roll-out, and KPIs.
• Provide market knowledge for product line improvements, pricing evolutions, and data sheets.
• Coordinate and deliver product training for Area Service Technicians and Area Sales Managers.

Skills

Excellent communication

Multitasking

Attention to detail

Gumption

Team player

Root cause analysis

Risk mitigation

Customer focus

Education

BEng Engineering degree or equivalent

Job description

TLD, a leading provider of ground support equipment, seeks a Product Support Manager responsible for coordinating all product support activities, warranty analysis, and field service liaison.

The role demands a strong engineering background, excellent communication across time zones, and the ability to manage multiple priorities while driving product training and field improvements. This is a pivotal position within a global engineering and sales ecosystem.