Global Product Manager of Service Solutions

Air Techniques International (ATI) is beginning the search for a commercial leader to join ATI as our Global Product Manager of Service Solutions. ATI considers Service to be central to our brand experience. Delivering a best-in-class customer experience enables us to maintain long-term relationships built on trust and goodwill.

The Global Product Manager of Service Solutions is responsible for developing service offerings sold directly to customers in the US and UK and through our 3rd party distribution network in over 50 countries worldwide.

The Global Product Manager of Service Solutions will report to the Director of Sales & Marketing. Leadership responsibilities include:

Product Portfolio Management -

Proforma P&L responsibilities of the service portfolio, including revenue growth and gross margin improvement. Responsible for every stage of the product lifecycle, including defining the services roadmap, new services development, service launch, sustainment, to managing the end-of-life process.

New Product Development -

Responsible for strategic understanding and insights into our target markets, competitive landscape, customer buying behaviors, regional dynamics, adjacent growth opportunities, etc. Accountable for translating data-driven market and customer insights into the product/services roadmap, market & product requirements for new products/services, service positioning, and pricing, and launching new service offerings.

Customer Experience -

End Customers (US, UK): Working cross-functionally with Sales, Customer Service and Operations (Service & Technical Support), provide insights (e.g., Customer Journey and Emotion State Maps) and develop programs to deliver a great customer experience - as measured by Net Promoter Scores (NPS) for ATI US & UK Service & Support, % of the installed base under service contracts, and "% right-first-time quality" or service warranties.

Global Distributors (Global): Working cross-functionally with Operations (Service & Technical Support), to ensure ATI provides a standard level of care to all users of ATI equipment, regardless of whether the equipment is serviced by ATI directly or 3rd party service centers. Assist in creating service documentation (manuals, videos), processes, and procedures. Assist Operations with metrics that enable us to infer the delivery of a positive customer experience, including the % of service technicians certified, % of the installed base under service contracts, and "% right-first-time quality" or service warranties.

HEPA Filter Leak Testing Customer Training (US & Global): Working cross-functionally with ATI knowledge leaders to develop and make available face to face and virtual Filter Leak Testing (FLT) training for end user customers. Grow the FLT training business as measured by revenue.

Photometer Calibration: Lead the effort to securing ATI's position in the market as the leader in calibration knowledge and thereby driving service revenue.

Product Management Responsibilities:

* Envisions the future state of ATI's services and customer experience, with input from internal and external stakeholders. Develops the service roadmap, defines service offering, develops a business case with financial justification, identifies/quantifies/validates the value proposition, and defines market and product requirements.

* Leads regularly scheduled global, cross-functional service delivery team meetings to review commercial results (sales, profitability, service warranties).

* Reviews, prioritizes, determines root cause customer complaints, and implements processes to improve the customer experience with service operations management.

* Updates monthly service forecasts (unit, revenue) and provides a sales bridge for over/underperformance.

* Participates in monthly strategy deployment and New Product Development reviews.

* Works collaboratively with the Service Manager and other stakeholders within operations to identify service documentation needs and assist in creating materials that support new and existing service offerings.

* Develops cutting edge sales and marketing collateral (web-content, application guides, videos).

* Participates in marketing team meetings and One-on-Ones with the Sales & Marketing Director.

* Contributes to monthly Sales and Marketing meetings.

* Performs other duties as assigned.

Key Performance Indicators:

* Global Service Sales

* Profitability (GM%, Gross Margin Dollars)

* Global % of the installed base under service contracts

* Net Promoter Scores (NPS) for ATI US & UK Service & Support

* With Service Manager - optimize "% right-first-time quality" and service warranties, and the % of service technicians certified.

* Training Revenue

Qualifications: Well-qualified candidates will possess the following skills, experience, and traits:

* Bachelor's degree from an accredited university.

* Strong technical acumen is required to understand the company's products, markets, and it's applications

* 5 to 7 years' experience in Product Management or 5 to 7 years' exposure to Product Management through Applications Engineering.

* Exposure to quantifying value propositions, stage-gate new product development, product positioning, new product introduction, new market development, competitive analysis, etc.

* Conscientious, with a high level of attention to detail.

* Excellent communication and presentation skills.

* Leads by example and with humility. High EQ. Engages with colleagues and customers positively and collaboratively, seeking and being open to feedback from all directions and sources. Loves learning and personal improvement.

* Solves problems (doesn't just observe them) and is driven to continually improve its position and strategic growth efforts.

* Seeks data and fact-based decision-making.

* A sense of humor. (The work is demanding and rewarding, but we like to have fun too).

* Able to travel as required, meeting with customers and distributors to develop a deep understanding of the business, visits branch offices, attends shows and conferences, etc. Both domestic and international travel is required, sometimes involving weekends.

Preferred Qualifications:

* 7+ years' experience in Product Management or exposure to Product Management through Applications Engineering.

* Master's degree.

* Experience in ATI's Contamination Control market and aerosol science.

* Knowledge of the filtration or clean room industry and its related markets.

Physical Requirements and Working Conditions:

* This is a mostly in-office position with limited ability to work remotely.

* Travels up to 30% of the time.

* Mostly sedentary work, however, walking is required in the production facility and on customer visits.

* Lifts devices weighing between 35 lbs. and 70 lbs. on a regular basis.

* Repetitive wrist motion is often used when operating the computer.

* Speaks, listens to and hears other team members and customers.

* Visual acuity is required, this employee will visually inspect marketing collateral, and assess the installation/service needs of customers devices.

With its corporate parent Hamilton Associates, Inc., ATI is an Equal Employment Opportunity (EEO) employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.