Product Service Manager, Americas

Power Innovation with Twin Disc
At Twin Disc, we are a global leader in power transmission technology, delivering innovative solutions that help customers succeed around the world. Our culture is built on engineering excellence, collaboration, integrity, and continuous improvement. We offer a flexible, outcome-focused work environment where talented professionals can grow their careers while making a meaningful impact.
 
About the Opportunity
We are seeking an experienced and customer-focused Product Service Manager, Americas to lead our product service and support operations across the Americas region. This leadership role is responsible for overseeing customer relations, technical support, warranty administration, technical publications, product training programs, and service initiatives throughout the product lifecycle. The ideal candidate combines strong technical expertise with exceptional leadership and customer relationship skills to ensure best-in-class product support and customer satisfaction.

Key Responsibilities

Customer & Product Support

• Serve as the primary liaison between customers, Sales, Marketing, Engineering, Manufacturing, and Service teams.
• Lead efforts to resolve customer issues and ensure timely, effective solutions.
• Build and maintain strong relationships with customers and distributors through regular engagement and support activities.
• Balance customer expectations with business objectives while maintaining high levels of customer satisfaction.

Service Operations Leadership

• Manage product service activities across the Americas region.
• Facilitate cross-functional meetings to resolve quality concerns, design issues, installation challenges, warranty claims, and problem accounts.
• Assign and oversee departmental projects and initiatives.
• Monitor service quality, responsiveness, and operational effectiveness.

Warranty & Technical Programs

• Partner with warranty administration teams to review and address complex warranty situations.
• Oversee the development and publication of technical service materials, including manuals and technical bulletins.
• Coordinate and deliver product service training programs and service schools.
• Maintain product service information on customer support platforms and websites.

People Leadership

• Develop, coach, and lead a high-performing service team.
• Manage employee hiring, training, development, performance evaluations, and work assignments.
• Supervise and support a team of approximately 4 to 12 employees.

Business & Financial Management

• Review and approve departmental expenditures and monitor budget performance.
• Evaluate service-related reports, repair order summaries, and returned goods activities.
• Support continuous improvement initiatives that enhance customer service and operational performance.

Qualifications

Required Education & Experience

• Bachelor's degree in Mechanical Engineering, Electrical Engineering, or a related technical discipline.
• Minimum of 10 years of experience in product application, product design, testing, service, or related engineering functions.
• Equivalent combinations of education and relevant experience may be considered.

Technical Expertise

• Strong understanding of mechanical and power transmission systems, including:
  • Gearing
  • Clutches
  • Electronics
  • Hydraulic systems
  • Manufacturing and material processes
• Ability to diagnose complex product issues and communicate technical solutions effectively.
• Knowledge of product support, warranty processes, and technical service operations. 

Leadership & Communication Skills

• Proven experience leading technical or service teams.
• Excellent interpersonal, written, and verbal communication skills.
• Strong organizational and time-management abilities.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Skilled at handling customer concerns professionally and diplomatically. 

Why Twin Disc?
We offer a supportive and flexible workplace where your expertise truly matters. Our competitive Total Rewards package includes:

• Flexible work schedule supporting work‑life balance
• Competitive base salary and annual incentive plans
• Comprehensive health, dental, and vision insurance
• 401(k) with exceptional employer match
• Generous paid time off with a holiday shutdown
• Wellness Program participation
• Employee Assistance Program (EAP) with robust resources
• Opportunity to work with a diverse, high‑performing global team

Equal Opportunity Employer
Twin Disc is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, disability, genetic information, or any other protected status under applicable law.

We are committed to fostering a diverse and inclusive workplace and encourage all qualified individuals to apply.

 

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