Ze zijn weer op zoek naar mensen bij Trek in Harderwijk. Het gaat om een fulltime functie voor een HBO geschoolde Product Support Manager met 2 tot 5 jaar vergelijkbare ervaring.

2014_Trek_Color_Horizontal_on_white

European Product Support Manager

14 november 2017

The product support manager is a business analyst for a category of service and support items related to a finished product required for assembly, warranty, service, tuning and regular ownership use and care.  This individual is responsible for item identification, part creation, costing/pricing, placement and communication.

The product support manager will sit within their assigned product category team and work to meet the service and support needs of every product that is developed and launched.  Involvement in the product development process early and often is one of the keys to successful support plan execution.  Constant monitoring of the service plan and performance is required for optimal service experiences for dealers and product users.  Ongoing plan adaptation and clarification through the management of item requests and inquiries will be a part of your daily task list.

Furthermore, the service business is becoming more and more of a data driven business.  Data and the availability of service content must be constantly managed and maintained for accuracy and optimal placement throughout the duration of a products lifecycle and in accordance with the businesses service content strategy.

Critical Duties and Responsibilities

Communications Point for Product Support in Europe

  • Serve as the central contact point for the Product Support Department in Europe
  • Responsible for being the primary contact for questions concerning TechSite content for European bike models
  • Maintain frequent contact with all European Subsidiary offices to ensure their needs are being met through the information that Product Support produces

Manage Item Life Cycle

  • Review new bike models to determine which parts are needed to satisfy the needs of warranty and replacement parts sales globally
  • Perform detailed cost analysis for new service items for justification of the inventory expense
  • Work closely with the Service Forecasting Group to plan a service part assortment
  • Create new service parts in Enovia
  • Ensure item descriptions adhere to global description standards, manage model-part relationships, supply part information to Marketing for model copy, and satisfy other Content requirements
  • Manage the quoting process for service parts, including communicating spec to vendors, negotiating Minimum Order Quantities, and approving quoted costs
  • Hand off new skus to the Forecasting Group when ready for them to work with and communicate how these parts relate to the current parts assortment to aid proper forecasting and pricing
  • Work closely with the Forecasting group to determine which items will carry-over to the next model year and which items are no longer needed

Oversee European TechSite Content

  • Build ‘spec sheets’ in Enovia by working with bike BOM’s to attach Replacement and Substitute parts to bike skus
  • Manage Replacement and Substitute part connections in JDE
  • Responsible for creating or procuring information for Quick Reference Guides, FAQ’s, etc.
  • Cooperate with Content to ensure all technical documents are available ahead of new product launch
  • Audit spec sheets for accuracy

Manage SharePoint Requests

  • Responsible for responding to Inventory Requests related to European bike models including ordering parts from DMT as needed and responding to requests within 48 hours

General

  • Work with Forecasting group to exceed goals for Service Inventory sales and profitability
  • Work with Customer Service/Warranty and Quality groups to help resolve field issues relating to European bike categories
  • Other applicable duties as assigned

Compentences

  • Communicative
  • Positive mind setting
  • Problem solving
  • Strong analytical

Skills

  • Competent IT skills
  • Strong verbal and written communication
  • Flexible, able to prioritize in a changing, demanding environment

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