Product Support Manager

Join Hilti as a Product Support Manager and lead the team that drives efficient, effective product support across the organization. As a key member of Order Management, you'll help shape strategic initiatives, strengthen team knowledge, and provide valuable insights that enhance our overall support experience.

• Responsible for daily operational management of the product support team and assisting with Order management objectives
• Develop and implement strategic initiatives; establish new operational processes
• Evaluate operational performance and develop/execute corrective actions including resource capacity decisions
• Own all operations processes; design, improve, shift, or eliminate existing processes to improve organization-wide productivity
• Own people development processes for Support Specialists (Level 2 Customer Service) as well as recruitment and termination
• Manage competency and commitment of the PSS in the following categories to drive towards annual department goals: value proposition, process, and process transactions, feedback activities
• Partner with Regional Process Experts, Product Managers, Marketing, and training to ensure up to date information
• Responsible for accepting, resolving, and driving follow up on product support complaints
• Additional duties as assigned

• Bachelor's Degree required Product Support ManagerMinimum of 5 years in business process management
• Minimum 2 years in each: SAP, Microsoft office
• Intensity to succeed
• Demonstrate learning agility and capacity to tackle sophisticated challenges
• Strong leadership, coaching and team development
• Excellent problem solving and decision-making skills
• Excellent communication, interpersonal and presentation skills with proven ability to work cross departmentally
• Strong knowledge of Microsoft office applications including Access and Excel
• Strong organizational skills and ability to multi-task required

You'll join a top-ranked workplace with competitive compensation, bonus potential, and a comprehensive benefits package. We offer paid time off, paid family leave, educational reimbursement, 401(k) matching, and medical/dental/vision coverage. You'll also have two paid days annually to give back to your local community.

Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we're driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you'll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you'll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.

At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.

Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.