Product Support Manager

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

Every day, in more than 150 countries, TLD equipment operates on tarmacs around the world.

Behind them, more than 2,300 employees who have been writing, for over 70 years, a human and industrial adventure in constant progress.

ALVEST, an international group headquartered in France, brings together specialized companies recognized in global markets. TLD is part of this group as the world leader in Ground Support Equipment since 1953.

We design, assemble, distribute, and provide after-sales service for equipment that operates at airports worldwide, from 11 production sites located in North America, Asia, and Europe.

An entrepreneurial spirit, continuous innovation, and a relentless focus on customer satisfaction: that is what defines TLD.

Today, this culture drives us beyond our industry: our electric, hybrid, and autonomous solutions are contributing to the environmental transformation of global aviation.

A unique opportunity with operational breadth across all functions, tasked with managing all “touch points” between Group SSOs (Sales and Service Originations).

This role is unique and requires the skill set of a well-versed engineer with excellent communication skills who can build lasting relationships whilst managing all aspects of product support (in-field breaks-downs, service campaigns, New Product Introductions, Sales material, Order intake, etc.).

At TLD, we stand behind our customers, products and services: responsibility, support, support and continuous improvement and the key words which drive and work and attitude.

With a large amount of new product introduction, complex electronics and power transformation engineering coupled with a global sales presence, the position offers vast opportunity in a growing and scalable business.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• ENGINEERING – promoting the product, its technical evolution and NPI to ensure the Sales team have a detailed understanding of the product range, key benefits, price structure, and comparisons to competitor products.
• SALES – answer technical sales queries including full specification reviews. The PSM manages the Sales pipeline and, with the COO, determines the Transfer Price, Factory Discount and Lead Times.
• WARRANTY – The PSM manages the Warranty process including filtering, monthly analysis feedback to Finance, and Product Demerit Claims (PDCs).
• PRODUCT DEMERIT CLAIMS – Solutions and closure of frequent and repeatable technical issues captured through warranty. Involves close work with Engineering and across the Business Unit to implement change quickly.
• MARKET KNOWELDGE – Product Line Improvements based market and competition knowledge including pricing evolutions, product presentations, and data sheets.
• TRAINING – To coordinate and manage product training for Area Service Technicians and Area Sales Managers.

OTHER RESPONSIBILITIES :

• Working across all other departments to ensure the Voice of the Customer is reflected whilst closing the loop between in-field experience and operational capability.
• The profile of a good PSM is a multi-tasking, diligent person with a technical background, a good understanding of sales activity, and a high level of customer commitment and availability.
• Management of the Configuration Pricing Tool to streamline sales orders through product delivery whilst managing Transfer Prices for products and product options.
• Coordination and release of all Technical Service Bulletins with overarching management until closure.
• Monthly reporting on Warranty Costs, accruals required on Service Bulletin roll-out, and team performance KPIs.

What we are looking for :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• BEng Engineering degree or equivalent (Power Electronics experience desirable).
• Excellent communication skills working across different time zones and cultures.
• Multitasking and the capability to manage multiple priorities and work streams.
• Naturally inquisitive with a keen eye for detail whilst processing a large volume of data.
• After Sales experience coupled with root cause analysis capability (8D, Ishikawa, DMAIC, etc.).
• Appreciation of Health and Safety with the coordination of Engineers in the field.
• Data driven with a good understanding of risk and risk mitigation.

OTHER SKILLS AND ABILITIES:

• Attention to detail and well organized.
• Good communication skills and a team player.
• Sense of initiative, objective driven.
• Gumption and tenacity.
• Experience of working in a global cross-functional business.
• Integrity, Honesty, Openness, Trust, and Kindness.