Branded Products Service Mgr (52423)

Summary

Branded Products Service Manager Salary Range: $117,000 - $215,000/ Yr.

As the largest machine tool builder in the western world, we need world-class talent in all of our departments. And we're not just looking for people for the production floor. Haas is a very vertically integrated company, with a wide range of high-tech career opportunities available.

Oh, and yes, we are the same Haas that owns the Haas Factory Racing Team, and Haas F1 Team from the Netflix series: Drive to Survive.

The Branded Products Service Manager leads the service support and lifecycle management of branded products, ensuring exceptional support for HFOs and customers. This role oversees a team of technicians and engineers and is responsible for service processes, technical documentation, repair programs, and product reliability initiatives. The Branded Products Service Manager works closely with engineering, product management, suppliers, and customers to drive continuous improvement, resolve field issues, and support long-term product performance.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Lead and manage a team of experienced technicians, engineers, and new hires to provide exceptional support to HFOs and customers for branded products.
• Partner with the Branded Product Manager to review existing, new, and proposed branded products for lifecycle support concerns.
• Oversee the development and maintenance of branded product diagnostic, troubleshooting, repair, and service procedures for training, testing, and reference purposes.
• Oversee the service data needed to support after sales parts, repair, refurbishment and required special tool availability.
• Develop service tools, technical documentation, manuals, and support materials required to effectively service branded products.
• Document standard applications of branded products and provide guidance for applications that exceed the products' capabilities.
• Monitor field performance and customer-reported issues throughout the product lifecycle, providing analysis, reporting, and recommendations for corrective and continuous improvement actions.
• Develop and verify field service kits to address unexpected field repair or update issues.
• Collaborate with suppliers to provide reliability feedback and support corrective action initiatives.
• Oversee the development and implementation of repair kits and product upgrade programs as needed.
• Manage product recall activities and service bulletins related to branded products.
• Provide leadership, coaching, and professional development opportunities for employees through direct and cross-functional assignments.
• Maintain close collaboration with engineering, manufacturing, supply chain, quality, and customer service teams to support branded product performance and customer satisfaction.
• Travel as required to supplier locations, customer sites, trade shows, and other product-related venues to evaluate, investigate, and resolve product issues.
• Employees are expected to follow instructions, procedures and to escalate any issue impacting workflow, quality, etc.
• Employees must exhibit honesty and integrity as well as demonstrate adherence to rules, procedures and policies.

Supervisory Responsibilities

Supervisory Responsibilities

Supervised Employees

Directly supervises employees. The managerial responsibilities include the following: supervises in accordance with the organization's policies and applicable laws. Additional responsibilities consist of: interviewing, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems.

11 to 25

Qualifications

To perform this job successfully the candidate must be able to perform each essential duty adequately. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications

• 8+ years of experience in product support, service engineering, technical service, manufacturing, or a related field.
• 3+ years of leadership experience managing technicians, engineers, or technical support teams.
• Experience supporting products throughout their lifecycle, including diagnostics, repair, maintenance, and continuous improvement initiatives.
• Strong knowledge of product reliability, troubleshooting, repair processes, and serviceability principles.
• Experience working with suppliers, customers, and cross-functional teams to resolve technical and service-related issues.
• Strong project management and organizational skills with the ability to manage multiple priorities and deadlines.
• Experience developing technical documentation, service procedures, training materials, and support resources.
• Proven ability to lead, develop, and mentor technical employees in a team-oriented environment.
• Ability to travel as required to customer sites, supplier facilities, trade shows, and other business-related locations.

Desired Qualifications

Education

Bachelor's Degree BA/BS/BFA/BSA from a four-year college or university is required, plus additional related experience, training and/or equivalent combination of education and experience.

Preferred Major

Mechanical Engineering

Minimum Years of Experience

8+ years

Language Skills

Must have the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and/or governmental regulations in English. Must be able to write analytical and/or technical reports, business correspondence, procedure manuals, and create instructional reference material. Able to speak effectively before groups, customers, employees of the organization and/or the general public.

Mathematical Skills

Must have an advanced understanding of mathematical concepts including but not limited to probability, statistical inference, fundamentals of plane and solid geometry, trigonometry, and/or calculus.

Reasoning Ability

Must have the ability to define problems, collect data, establish facts, and draw valid conclusions. Must be able to interpret an extensive variety of technical instructions such as mathematical and/or diagram form and deal with several abstract and concrete variables.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activity

Duration

Sitting

Frequently

Standing

Frequently

Walking

Frequently

Bending (neck)

Occasionally

Bending (waist)

Rarely

Squatting

Rarely

Twisting (neck)

Occasionally

Twisting (waist)

Occasionally

Climbing

Rarely

Kneeling

Rarely

Crawling

Rarely

Reaching (above shoulder level)

Occasionally

Reaching (below shoulder level)

Occasionally

Hand Use

Duration

Repetitive use of hand

Frequently

Simple grasping

Frequently

Power grasping

Occasionally

Fine manipulation

Frequently

Pushing & Pulling

Frequently

Vision

Required

Close vision

Yes

Distance vision

Yes

Color vision

Yes

Peripheral vision

Yes

Depth perception

Yes

Adjust focus

Yes

Lifting Requirements

Duration

0-10 lbs.

Occasionally

11-25 lbs.

Occasionally

26-50 lbs.

Occasionally

51-60 lbs.

Never

61+ lbs.

Never

Equipment Use

Duration

This position requires computer use, including monitor, keyboard, mouse, trackball, touchpad, etc.

Frequently

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Noise Level

The noise level in the work environment is usually:

Moderate

Work Environment

Duration

This position operates in a general office or engineering lab environment

Frequently

Employee will work around machining or on the production floor

Occasionally

Employee is exposed to moving mechanical parts and vibration

Occasionally

Employee is exposed to hazardous chemicals, fumes or airborne particles

Occasionally

Employee is exposed to outside weather conditions, extreme cold or extreme heat

Occasionally

Employee is exposed to risk of electrical shock

Occasionally