PRODUCT SUPPORT MANAGER

The Product Support Manager is responsible for managing the support of residential product teams to provide timely, relevant, innovative and competitive product solutions to the market. Support of the business residential teams is critical to achieving category strategic objectives.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

Responsibilities include full support of product development team effort, across residential LVT, wood, and laminate product categories, from concept to market launch and throughout the product lifecycle. The position is charged with helping to bring efficiency and focus to the residential product teams.

• First level of product team support after escalation from customer service, claims, sales support, etc. This includes responding to pricing, order, claims or product technical questions when other department resources are exhausted.
• Support product development teams including updating product adoption notes, timelines, sample support and reporting activities.
• Drives the sample and display creation process for annual product launches.
• Overseas the custom sample process.
• Closely aligned with the samples team for sample replenishment activities.
• Ad hoc/regular reporting responsibilities. This can include generating those reports and working with relevant functions to automate newly identified requirements.
• Attend recurring meetings to process relevant information for product development teams including weekly sample vendor meetings, product adoption meetings, etc. and assist with follow up tasks.
• Organize and maintain product master document, keeping it up to date as specifications change or new products are introduced, and products are dropped.
• Work across functional teams to support product development efforts and business objectives.
• All other duties as assigned.

• Sound execution skills required to assist in the development and implementation of business strategies
• Ability to work in a fast-paced, team-based decision environment
• Strong technical skills including Microsoft Office Suite, SAP, Salesforce.com, AS400 and Tableau preferred
• Sound business judgment: the ability to identify objectives and capable of making reliable business decisions during execution
• Some travel required
• Exceptional project management and planning skills
• Strong analytical skills
• Willingness to accept challenges and change
• Fundamental understanding of marketing and finance
• Excellent communication skills
• Ability to maintain objectivity

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor's degree (concentration in project management or marketing) is preferred, or equivalent combination of education and relevant experience.

LAGUAGE SKILLS

Ability to read and interpret documents. Exceptional ability to write reports and correspondence. Ability to speak effectively before groups of customers or associates of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

SPECIAL OR REQUIRED SKILLS AND ABILITIES

N/A

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to perform successfully the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to stand and sit for periods of time. The associate frequently is required to walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and talk or hear. The associate is occasionally required to sit and stoop, kneel, crouch, or crawl. The associate must frequently lift and/or move up to 50 lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those characteristics an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the noise level in the work environment (office setting) is usually quiet.

ACCEPTABLE CONDUCT (Per Standards of Professional Conduct Policy)

SAFETY, HEALTH, AND ENVIRONMENTAL

The following is required of the associate as part of the job:

• Is aware of department emergency response procedures. Familiar with the department's emergency organization roster and his or her personal responsibilities.
• Maintain appropriate housekeeping as required in area.