Product Support Manager

Valco Companies

New Holland (Lancaster County)

On-site

USD 81,000 - 99,000

Full time

9 days ago

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Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) Retirement Plan

Life Insurance

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Paid Time Off (PTO)

Job summary

VAL-CO is seeking a Product Support Manager to lead our Technical Support and Project Management teams, delivering exceptional customer success with VAL-CO equipment and systems. This hands-on leadership role focuses on installation, troubleshooting, and field service across poultry, livestock, and horticultural applications, aligning post-sale expectations with project execution.

You will guide cross-functional collaboration, manage performance, and drive improvements in product reliability and

Qualifications

A four-year degree in Mechanical or Electrical Engineering, or equivalent relevant experience.
At least 7 years in technical support, field service, project management, or related technical environment, including 3+ years in leadership.
Experience with manufactured products, industrial equipment, or similar physical products.
Ability to read engineering drawings, schematics, specifications, and technical docs.
Demonstrated leadership, problem-solving, organization, and decision-making skills.
Ability to travel overnight, including international locations.

Responsibilities

Lead and develop the Technical Support and Project Management teams, setting priorities and coaching staff.
Oversee global troubleshooting and support of VAL-CO's products, including maintenance of mechanical and electrical systems.
Lead post-sale projects from kickoff to closeout, ensuring schedules, quality, and commitments are met.
Collaborate with Engineering, Sales, Operations, Quality, and Customer Service to improve coordination.
Monitor performance, manage resources and travel budgets for the department.
Investigate and resolve complex product and field issues, balancing risk and practical solutions.
Identify root causes to improve equipment design, reliability, and serviceability.
Represent VAL-CO and build strong customer, dealer, and distributor relationships.

Skills

Leadership

Project management

Technical support

Electrical systems

Mechanical systems

Communication

Excel

Education

Bachelors in Mechanical or Electrical Engineering

Tools

Excel

Job description

Lead People. Support Innovative Products. Deliver Customer Success.

Our Foundation

At VAL-CO, we work together as a global leader in providing innovative, value-focused products and services to the poultry, livestock, and horticultural industries. We believe in all that we do by valuing people, integrity, quality, profitability, and stewardship.

We recognize the importance of our employees and their families, as well as our customers and vendors. Each plays an integral part in our overall success. At VAL-CO, your contributions matter, and you'll have the opportunity to make a meaningful impact.

The Opportunity

We're looking for a Product Support Manager to lead our Technical Support and Project Management teams, supporting VAL-CO's manufactured equipment and engineered systems used in the poultry, livestock, and horticultural industries. This is a salaried position, $90,000+ depending on experience.

This is a hands-on technical leadership role focused on the performance, installation, application, and support of physical products and equipment in the field. You'll lead the teams responsible for helping customers successfully install, operate, troubleshoot, and maintain VAL-CO products while ensuring our post-sale project responsibilities are executed effectively.

From resolving complex mechanical and electrical challenges to overseeing equipment installations and developing strong customer relationships, you'll connect our products, people, and processes to deliver an exceptional customer experience.

Your focus will be on real-world products, equipment, mechanical and electrical systems, and the customers who depend on them.

What You'll Do

Lead and Develop People: Provide direction and leadership to the Technical Support and Project Management teams. Establish priorities, set performance expectations, coach and develop employees, and ensure the team has the resources and capabilities needed to succeed.
Drive Technical Equipment Support: Oversee global troubleshooting and support of VAL-CO's manufactured products and equipment, including mechanical and electrical systems, product applications, field service, installation, commissioning, and customer training. Step in personally when complex technical issues or customer needs require additional leadership and support.
Oversee Equipment Installation and Project Execution: Lead post-sale project activities from kickoff through installation, commissioning, training, and closeout. Ensure project schedules, customer expectations, quality standards, and company commitments are met.
Strengthen Cross-Functional Collaboration: Partner with Engineering, Sales, Operations, Quality, Customer Service, and other departments to improve coordination, resolve issues, and deliver a seamless customer experience.
Manage Performance and Resources: Establish performance expectations, monitor key metrics, identify staffing and resource needs, and manage department travel and budget requirements.
Resolve Complex Product and Field Challenges: Lead the investigation and resolution of equipment failures, product defects, installation challenges, warranty claims, and significant customer issues. Evaluate technical, safety, financial, and business risks while developing practical solutions and involving appropriate decision-makers when needed.
Improve Product Performance: Identify recurring product, application, installation, and field issues. Bring customer and field experience back into the organization, partnering with Engineering, Quality, Product Management, and Operations to identify root causes and improve equipment design, reliability, installation processes, and serviceability.
Represent VAL-CO: Build strong relationships with customers, dealers, and distributors. Provide professional, thoughtful leadership in challenging customer and project situations while communicating clearly, resolving conflict, and maintaining a service-oriented approach.

What You Bring

A four-year degree in Mechanical or Electrical Engineering, or equivalent relevant experience in mechanical, electrical, controls, or related technical fields.
At least 7 years of experience in technical support, field service, project management, engineering support, product support, or a related technical environment, including 3+ years of leadership or supervisory experience.
Experience supporting manufactured products, industrial equipment, machinery, agricultural equipment, or similar physical products.
Strong working knowledge of mechanical and electrical equipment, systems, and applications, with the ability to interpret engineering drawings, schematics, specifications, and technical documentation.
Demonstrated leadership, problem-solving, organizational, and decision-making skills.
The ability to assess technical and business risks, manage competing priorities, and make sound decisions with appropriate independence.
Strong communication and interpersonal skills, including the ability to navigate difficult situations, resolve conflict, and work effectively with customers and cross-functional teams.
A self-motivated, continuous-learning mindset with curiosity, initiative, and a commitment to improvement.
Proficiency in Microsoft Office applications, particularly Excel.
Willingness and ability to travel overnight to customer locations, including international locations.

Benefits