Manager, Product Support Center

About the role

Wabtec is looking for a Manager, Product Support Center (PSC) to lead its PSC team and work closely with Sales, Operations, Engineering, Supply Chain, Quality, Product Management, Human Resources and other business leaders. The role engages directly with customers and acts as a key escalation point, delivering responsive support, strong business performance and a consistent customer experience. It is an onsite, first-shift leadership position, five days a week, in an office and product support lab environment.

Key responsibilities

• Shape and execute the PSC strategy, customer engagement model, operating plan, business performance and talent agenda, translating organizational priorities into clear team goals.
• Own PSC business performance: set targets, financial and operating plans, pricing strategies, forecasts and resource priorities, using data and financial analysis to improve profitability.
• Develop clear goals and accountability for team leaders and employees, balancing short-term execution with longer-term capability and growth.
• Build strong customer relationships and act as the primary escalation point for critical customer concerns.
• Lead continuous improvement initiatives that strengthen productivity, quality, cycle time, customer satisfaction and operational effectiveness.
• Coach, develop and hold team leaders and employees accountable through one-on-one meetings, performance discussions, goal setting, feedback, development planning and succession management.
• Address performance gaps and employee relations matters promptly, in partnership with Human Resources.
• Own workforce planning: staffing levels, workload balancing, hiring, onboarding, cross-training, employee development, succession planning and resource allocation.
• Build team capability through training, mentoring, career development and cross-functional exposure.
• Lead employees through organizational, process and business changes and foster an inclusive, collaborative culture focused on safety, quality and customer service.
• Influence cross-functional priorities and partner with Sales, Engineering, Supply Chain, Quality, Product Management, Operations and HR to resolve issues and manage risks.

Required profile

• Bachelor's degree in Business, Engineering, Supply Chain, STEM or a related discipline.
• Minimum five years of progressive leadership experience in customer support, operations, service, manufacturing or a related environment, including responsibility for employee performance, development, staffing and accountability.
• Demonstrated customer-facing experience and success resolving complex or escalated concerns.
• Experience leading cross-functional initiatives, organizational change and continuous improvement.
• Strong business and financial acumen, using metrics, analytics, forecasts and operating targets.
• Leadership, coaching, communication, presentation, strategic thinking, influencing and problem-solving skills.
• Preferred: pricing strategy, quotation management, commercial operations, electronics repair, rail industry products, product support operations or service organizations; Lean, Six Sigma or continuous improvement certification; experience leading supervisors, team leaders, managers or technical teams.

What we offer

• Salary range of $91,100-$129,800, depending on experience, education, skills and location.
• Benefits including health, welfare and retirement coverage, and possibly an annual bonus.
• Relocation assistance may be provided if eligibility requirements are met.