Open Positions

Position:  Product Support Manager
Location: 
Job Id:  677
# of Openings:  1

Title: Product Support Manager 
 
Location: TICO Product Support Center – Ridgeland, SC
 
Reports To: Executive Vice President
 
Job Purpose: Lead a team that implements a unique, industry leading vision that delivers a customer experience, sets TICO apart from all competitors, and drives quality and product improvement.
 
Duties and Responsibilities:
  • Implement the vision where TICO proactively and aggressively controls customer satisfaction.
  • Lead, motivate, and manage the Product Support team.
  • Take charge of special projects, such as implementation of technological tools that will be part of the TICO Product Support Branding – The TICO Edge.
  • Manage a data-driven approach to reduction in warranty cost and product improvement.
  • Communicate regularly and effectively with customers, internal and external.
  • Create and implement training programs
  • Product support documentation
  • Key role in follow-on orders driven by customer satisfaction
 
Qualifications:
  • Preferred experience in product support and team management.
  • Excellent communication skills and proven follow-through
  • Proven cross functional team collaboration
  • Experience in an “Uptime Center” environment
  • Strong technical proficiency
  • Strong/proven computer and data management capability
  • Undergraduate degree. Technical certifications a plus
  • Terminal tractor knowledge a plus
  • Experience in regional or district service management specifically for Class 8 or heavy equipment original equipment manufacturing (OEM) and/or dealer service management background is preferred.
 
Direct Reports:
  • Field Service Technical Advisors (2-3)
  • Warranty/Product Support Coordinator
  • Warranty Administrator

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Equal Employment Opportunity

TICO is an equal opportunity employer. Our organization is firmly committed to abide by all the laws pertaining to fair employment practices. This commitment is supported by policies and procedures that foster a nondiscriminatory workplace. All persons having the authority to hire, transfer, pay, train or promote personnel shall support, without reservations, a non-discriminatory policy of hiring or transferring to any vacancy any qualified applicant without regard to race, gender, religion, national origin, age, veteran status, genetic information, disability or any other protected status.