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Job Type

Full-time

Description

 Position is location in Gays Mills, WI

  • Applicant must be eligible to work in the United States.  Note: BAPI does not sponsor H1-B Visas.

Building Automation Products, Inc (BAPI) is a company that promotes work life balance. BAPI is a family owned business with a global presence. 

 

Product Support Manager serves as the primary point of contact internally for Customer Service and Sales, and externally for customers when authorizing Return Merchandise Authorizations (RMA’s), as well as the project management of the technical development program within established guidelines. The Product Support Manager drives program-wide focus for product development and requires a thorough understanding of the engineering development and validation process through all phases of the developmental process in order to develop an HVAC/R solution which exceeds customer expectations. This role will provide support that will grow our business, which requires exceptional people skills, technical aptitude, strong understanding of the HVAC industry, and thrives on new challenges. 

Benefits: Relocation reimbursement, full benefits which include Health, dental, vision, PTO, 8 paid holidays, 401k match and 100% vested at 90 days and more.

Product Support Manager Principle Responsibilities:

Serve as the primary point of contact for Return Merchandise Authorizations (RMA’s) and coordinate with multiple departments to process, categorize, and ensure all aspects of RMA’s are completed.

  1. Processes Returned Merchandise Authorization (RMA) transactions
  2. Completes paperwork and updates database so that RMAs can be tracked
  3. Catalogs and maintain reports of all products received through the RMA process
  4. Analyze data and recurring trends to identify corrective actions
  5. Present RMA data to Product Management, Quality, and Accounting
  6. Develop and maintain RMA training materials
  7. Support RMA and collateral activities to analyze failure data and component obsolescence – identifying proactive methods for preventing future failures and to drive component end-of-life decisions

Guide and manage projects through BAPI’s Product Development Process by providing guidance and input

  1. Coordinate all technical and project execution aspects of bid and proposal activities
  2. Support Design for Manufacturing (DFM) and Design for Test (DFT) initiatives in new product designs and technical refreshes
  3. Serve as gatekeeper for projects ensuring that information presented to Stakeholders for decision making is accurate, concise, and appropriate
  4. Define product features through market research studies and in discussions with customers
  5. Review project plan to ensure it remains on schedule and under budget, promptly communicating barriers or misalignment of project metrics to stakeholders
  6. Document, disseminate, manage, and resolve Stakeholders’ concerns pertaining to projects under consideration
  7. Proactively take all possible actions to avoid or minimize problem areas. Anticipate problems and if necessary, pro-actively revise project plans as needed to avoid or mitigate problems
  8. Ensure critical path and key dependencies are effectively managed to ensure project success

Non-Product & Bill of Material (BOM) Responsibilities

  1. Create and maintain Bill of Materials (BOM’s) and Configuration Center information within Filemaker for Non-Product orders
  2. Entry of Non-Product configuration information into Production test databases
  3. Reviews and approvals of Non-Product quote requests from Customer Service and Sales

Write and publish technical support documents and media for existing products and products created or revised through BAPI’s Product Development Process.

Maintains industry knowledge by attending educational workshops or classes; reviewing related publications; establishing networks.  

Contributes to team effort by accomplishing related results as needed, including special projects and tasks as delegated supervisor.

Requirements

 Product Support Manager  Education Requirements (R/Required, P/Preferred):

(R) Associate’s Degree, Trade or Technical School

(P) Bachelor’s Degree 

Degrees Preferred: Electronics Technology, Marketing, Management, Business Administration or combination of education and experience

Training, Skills, Knowledge and Experience

Specific Training in this field (R/Required, P/Preferred):

  1. (R) 3-5 years of work experience in HVAC/R Sensor and Wireless related technologies
  2. (R) 3 or more years’ experience working in/with electronics
  3. (R) Intermediate to expert computer skills required
  4. (R) Experience conducting BOM Verification as appropriate
  5. (R) Ability to perform Risk Analysis
  6. (P) 3 or more years’ experience managing project with Microsoft Project, or similar PM Software
  7. (P) Comprehensive financial understanding to ensure projects stay on task and in budget
  8. (P) 3 or more years’ experience working in/with electronics and/or Heating, Ventilation, Air Conditioning, & Refrigeration, specifically
  9. Temperature Measurement and Indication
  10. Humidity Measurement and Indication

General Experiences/Knowledge/Skills:

  1. Track record of motivating and driving projects and teams effectively to ensure project deadlines are met
  2. Proactive, well-organized, and a thorough planner
  3. Demonstrated success in driving product initiatives where outcomes are paramount to the strategic differentiation of the overall business
  4. Must possess strong meeting facilitation, interpersonal, ownership, communication, and negotiation skills
  5. Maintains effectiveness in environment with shifting priorities and high pressure
  6. Demonstrated leadership ability with experience leading cross-functional teams
  7. Demonstrated ability to remain calm and cool in a fast-paced, high pressure work environment
  8. Excellent communication skills, both written and spoken, with demonstrated ability to communicate in a professional and pleasant manner when dealing with supervisor, colleagues, customers, vendors and company contacts
  9. Self-motivated with a proven ability to learn on the job and solve problems
  10. Must demonstrate a strong attention to detail, focus, organization and a willingness to work toward defined goals
  11. Must have experience in making business and technical decisions and understanding the ramifications of each to a decision.
  12. Demonstrates good analytical and problem-solving skills and ability to lead others to find appropriate solutions
  13. Demonstrates good judgment in the balancing of customer, employee, and company objectives
  14. Exceptional communication skills, demonstrated ability to communicate respectfully, culturally competent and collaboratively
  15. Excellent Ability to communicate in verbal, written and electronic forms in a professional manner when working with employees, vendors and company contacts.