Ml Product Support Manager Usa

1 week ago

Lachine, Canada Metso Outotec Full time

JOB STATEMENT


The product support manager will lead and coordinate the Mill lining product support efforts in the defined area consisting of several locations and serving the defined region.


To ensure that mill lining product support, technical support and proposals are provided in a timely and qualitative manner to MA's (sales/sales support), OEM's, supply chain and customers in the defined region.

The regional product support manager is also the regional representative for the global mill lining product line.

JOB DUTIES AND RESPONSIBILITIES

Main responsibilities:

Lead the product support team USA/Canada
Work with MA colleagues (TSS/SAM) to develop sales cases; role depends on MA competence and sales case complexity.
Select the best technical solution to be offered based on customer needs, competitive situation, MA input and business/profitability targets.
Provide proposals (technical solution, source, recommended price, format) to MA (or CL)
Make technical sales presentations with MA colleagues; visit customers when required.
Verify received orders and hand them over to CL, engineering, and supply chain.
Manage proposal lead-times and quality; prioritize RFPs and other support when required.
Support deliveries and aftersales with MA, SC and other key stakeholders
Maintain information on reline dates and on-site stock with MA.
Gather demand forecast from MA, convey it to SC and coordinate deliveries with SC/others.
Attend relines and provide other technical trouble-shooting support when required.
Take wear measurements (or assist MA in it) and provide wear evaluation reports.
Perform root cause analysis of quality issues with SC/other relevant stakeholders.
Manage the Mill Lining business in Mexico & Central America
Develop mill lining business opportunities (with the MA and PL management)
Provide recommended sales prices.
Maintain info of cost and price development, their drivers and how to factor that in pricing.

Key performance indicators:

Financial:
orders received, net sales, sales margin, operating profit contribution

Non-financial, product support: quotation lead-time, quotation quality, hit rate, customer satisfaction, employee satisfaction.

INTERNAL AND EXTERNAL INTERFACES
Global ML product line manager
Global ML RTD and Engineering team
ML regional product support teams regionally and globally
ML Production management
ML order engineering, purchasing and customer service teams.
MA's in the defined region.
Process and contract specialists
Capital Sales and product support organization.
End user customers, in cooperation with MA's.
Engineering Houses and Contractors, in cooperation with MA's.
QUALIFICATIONS & EXPERIENCE
Team leadership experience is required. Experience in leading remote team members is preferred.
Fluent and comfortable in English, verbally as well as in writing is a requirement.
A second language is a merit.
Bachelors or master's degree in mechanical engineering or equivalent experience from relevant products.
Prior experience in mill lining products and business highly preferred, but not a must to have
Located in one of the key locations in the defined region

SKILLS AND ABILITIES
Enables and inspires performance, quality and speed.
Mindset to drive results and growth.

Position requires high level of service mindedness, ability to work alone or within various teams long or short term, creativity and innovation abilities.

Ability to see the whole picture, see alternatives and to be solution oriented, to find Win-Win solutions.

Highly motivated and flexible individual with the ability to work with many different things in parallel, a mix of short support issues and more long-term projects.

Ability to participating in planning of as well as to take physical part of installation and service work.
Ability to network, cooperate and communicate effectively with relevant market areas, product line, supply chain and other counterparts.
Computer skills to handle the required software's.
Understanding of customer existing/future needs/objectives and market requirements.
Strong communication, co-operation, interpersonal and presentation skills to manage internal and external interfaces.
Ability to travel 30% of the time.
Full driver's license
Ability to lead and implement change.
A genuine team player with a collaborative mind set

EXPECTED OUTCOMES


A strong well integrated regional product support team, cooperating well internally and with other counterparts, focusing on growth, profitability, and sustainable business.

Well selected customized mill lining design/quotation proposals and qualified product support to internal and external counter parts in the defined region.

Reinforcing Mill Lining product expertise in the defined region
Together with MA and supply consolidating Metso's image as a solution provider.
Strong long-term relationships internally and externally through dedication, service mindedness and knowledge

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