Product Support Manager

Forklifts Group; Glendale (AZ); On-site; USD 125,000 - 150,000; Full time

Job summary

Forklifts Group in Orange, CA is seeking a Product Support Manager to oversee branch product support operations, including parts and service. This supervisory role focuses on staffing, customer retention, growth, and profitability while aligning with corporate initiatives. Strong leadership, cost control, and customer service are essential to drive performance.

Qualifications

• Minimum five years of progressive management experience.
• Previous mechanical experience required.
• Bachelor’s Degree in Business or related field preferred.

Responsibilities

• Oversee branch product support operations and staff.
• Maintain relationships with customers to drive business growth.
• Control costs and achieve financial and operational targets.
• Develop and implement new products and programs for the marketplace.
• Provide support to sales team and collaborate with the sales manager.

Skills

Communication skills

Project management

Microsoft Office

Education

High School Diploma or equivalent

Bachelor’s Degree in Business or related field

Tools

Microsoft Office Suite

Job description

Join Our Growing Company! Where Service Is Everything!

Location: Orange, California 92865

$125,000- $150,000

Job Summary

The Product Support Manager oversees product support operations at the branch level including parts and service. This role oversees that branch operations are delivered to meet or exceed customers’ expectations. The Product Support Manager directs an efficient and profitable operation through productive staffing, customer retention and growth, cost controls, achievement of objectives, and supporting corporate initiatives. This is a supervisory role.

Essential Functions

• Monitors and controls the performance of the branch product support departments using appropriate reporting and tracking systems.
• Establishes and maintains good working relationships with customers to encourage new and continued business.
• Maintains competitive pricing and maintenance menus for frequent operations.
• Promotes and follows through on corporate safety initiatives; drives safety performance to corporate goal of zero accidents and injuries.
• Maintains proper staffing levels for the total branch from technicians to office support staff, as dictated by business levels.
• Facilitates successful employee on-boarding and off-boarding, collaborating with HR as needed.
• Fosters team-building while maintaining a positive, respectful, and enjoyable work environment.
• Achieves operational and financial benchmarks annually.
• Maintains proper levels of billable time, year over year sales growth, gross profit margin, operational profit margin, and total profitability.
• Meets standards on management scorecard through monitoring and controlling processes.
• Promotes and encourages outstanding customer service communication for the entire department, both internally and externally.
• Enforces accountability standards through direct reports and manages staff to achieve operational goals.
• Leads by example in following and enforcing company policies and procedures.
• Controls operational costs by analyzing budgetary performance and implementing new cost cutting measures.
• Works with equipment vendors to learn maintenance requirements and capabilities of new equipment in the marketplace.
• Develops and implements new products and programs to bring to marketplace.
• Provides support to the local sales team by fostering a good relationship with the sales manager, communicating sales and product support issues, and working towards growing the total branch performance.
• Develops and maintains process documentation, including training and developing the technical and analytical skills of less experienced team members.
• Partners with other team members and managers to identify and implement business improvements to achieve ongoing operational efficiencies.
• Utilizes internal software program to generate analytical reports; ensures report accuracies and provides summaries for members of the operational department.
• Regular attendance for weekly product support virtual meetings.
• Performs other duties of a similar nature as required.

Position Qualifications

Education

• High School Diploma or equivalent; Bachelor’s Degree in Business or related field preferred.

Experience

• At least five years of progressively responsible experience in management, developing teams and leading people.
• Previous mechanical experience required.

Additional Requirements

• Proficiency in Microsoft Office Suite.
• Ability to work independently and to effectively prioritize demands and execute tasks.
• Keen attention to detail.
• Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner.
• Strong project management and organizational skills.

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Forklifts Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.