Product Support Manager

Location: Lebanon, TN

Position: Product Support Manager

Location: Lebanon, TN

Company Overview: Our client is a leading global provider of water heating and water treatment technologies, with a rich history spanning over 140 years and a legacy worth $3.5 billion. Committed to constant improvement, our client employs over 12,000 professionals worldwide and is renowned for delivering innovative water technology solutions across the globe.

Primary Function

Responsible for providing direction and support to a team in order to ensure the reliability of a specific project or product. Oversee all aspects of the reliability program to ensure timely and budget-friendly completion of the project.


  • Oversee all activities related to product reliability.
  • Assist in onboarding new products and providing support for existing products, such as water heaters, tankless water heaters, and water filtration systems.
  • Coordinate the development of reliability test plans for residential engineering projects.
  • Supervise or provide support in the implementation of FMEA for residential engineering projects.
  • Analyze warranty data and provide insights to engineering project teams.
  • Collaborate with various departments to coordinate engineering support for field issues.
  • Establish and achieve objectives for self and team members.
  • Manage the project, offering guidance and mentorship as necessary.
  • Conduct performance reviews, provide timely feedback and coaching, and promote team growth.
  • Direct the use of CAE tools like Solidworks, MATLAB, LabView, Minitab, EES, CFD, and FEA, and interpret the results.
  • Develop and implement engineering standards and procedures, and provide guidance on engineering-related matters.
  • Effectively communicate technical information to internal departments.
  • Possess a strong understanding of company processes and customers, actively participate in functional best practices, and be recognized as an expert in operations.
  • Identify valuable projects for the company and determine the technical requirements for each project.
  • Set objectives for project timing, resources, and funding.
  • Manage the budget and timeline to ensure project goals are met.
  • Conduct regular status meetings and keep the team informed of project changes or progress.
  • Perform any other assigned duties.

Role Specific Responsibilities


  • BS, MS, or PhD in engineering or related sciences, plus at least 7 years of experience.
  • Minimum of 10 years of relevant work experience as a product engineering manager.
  • At least 4 years of supervisory/leadership experience.
  • Willingness to travel as needed.

Additional Qualifications

  • Excellent analytical skills for cost review and budget report preparation.
  • Strong problem-solving abilities.
  • Established reputation of expertise and accomplishment, with a significant level of scientific and technical knowledge.

What We Offer:

We offer a competitive compensation package and comprehensive benefits plans, including medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs, and tuition assistance. This role may have the option for up to two days of remote work per week. New employees are eligible to apply for remote work after successfully completing the initial 90 days of employment and training.

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