Product Support Manager

Towlift, Inc.; Oakland (CA); On-site; USD 100,000 - 110,000; Full time

Job summary

Towlift, Inc. in Oakland, CA is seeking a Product Support Manager to lead branch product support operations, including parts and service, ensuring customer satisfaction and profitability.

The ideal candidate has at least five years of management experience in a service/parts environment, a Bachelor's degree in business, and proficiency with Power BI and MS Office. This supervisory role offers training opportunities and growth within a family-owned company.

Qualifications

• Bachelor’s Degree in Business or related field preferred.
• At least five years of progressively responsible management experience in a service/parts department.
• Previous mechanical experience required.
• Proficiency in Microsoft Office Suite and Power BI.

Responsibilities

• Oversee branch product support operations, including parts and service.
• Maintain staffing levels and supervise staff.
• Develop pricing, maintenance menus, and budgets.
• Foster safety, customer relationships, and growth.
• Collaborate with HR for onboarding/offboarding.
• Provide analytics reports using internal software.
• Support local sales team and drive branch performance.

Skills

MS Office Suite

Communication

Project management

Education

Bachelor’s Degree in Business or related field

Tools

Power BI

Job description

JOIN THE TOWLIFT TEAM!!!!

LOCATION: Oakland, CA, 94601

Are you ready to elevate your career in a place that drives success? At Towlift, we’re not just about forklifts; we’re about fueling your passion for service and innovation. As a Product Support Manager, you'll be at the heart of keeping industries moving, ensuring that businesses rely on Towlift with confidence. Join a team where your expertise is celebrated, your growth is prioritized, and your impact is undeniable. Let’s lift your career to new heights—because at Towlift, service isn’t just what we do; it’s who we are.

$100,000- $110,000

WHY JOIN TEAM TOWLIFT?

• We are a 3rd generation family-owned company.
• Core values shape our culture and drive us to deliver the best for our employees and customers. We uphold a culture of:
  • Positivity
  • Teamwork
  • Self-development
  • Integrity
  • Community service
  • Safety
• We offer paid-on-the-job training, development and advancement opportunities from Certified Dealer Trainers.

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

• 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 in a service/parts department, ideally in material handling/heavy equipment or automotive
• Previous mechanical experience required.

Additional Requirements

• Proficiency in Microsoft Office Suite.
• Experience with Power BI.
• 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.

Compensation range: $100,000-110,000

DISCLAIMER

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

Towlift is an equal opportunity employer, all applicants will be considered for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are proud employers of Veterans, helping them to navigate the transitions of life and reach their fullest potential.