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Service Product Manager, CCTS

Company: Hexagon Agility
Location: Salisbury
Posted on: November 27, 2022

Job Description:

Hexagon Agility is the leading designer and producer of clean fuel storage and delivery systems for medium/heavy duty trucks, buses and specialty vehicles. We offer clean air solutions for vehicles running on compressed natural gas or propane. Providing timely, world-class advice, engineering, installation support, and aftermarket service, we make it easy for our customers to modernize their fleets. We deliver peace of mind, economy, and reliability. To learn more about Hexagon Agility, please visit our website at We are currently seeking a Service Product Manager based out of our Salisbury, NC facilityOverviewResponsible for the success of new and existing service product offerings in the aftermarket service industry. Understand and represent user needs; define a vision for legacy and future service products portfolio and align stakeholders around that vision creating a shared brain cross functionally to empower independent decision-making. Track the commercial health of existing service products and assess and implement new value-added service product offerings with an emphasis on customer intimacy and digitalization. Monitor the market and develop competitive analyses.Responsibilities

  • Understand our customers needs and identify product gaps to improve customer experience and grow market share
  • Manage legacy and new service products including service parts, tools, kits, services, service agreements
  • Ensure current product database is accurate and current
  • Manage legacy service parts needs inclusive of identifying service solutions where service parts may be discontinued
  • Manage and monitor KPIs, goals and financial performance measuring tools; drill down into profitability issues to understand root cause
  • Report out to leadership on sales and margin performance relative to budgets of overall product line as well as specific products/services
  • Manage master part number list including is/was part number guides to minimize duplication
  • Ensure approved pricing policy is executed fairly and appropriately across all customers
  • Perform market research to benchmark competitor capabilities, products, and pricing and develop strategies to grow market share
  • Handle any out of process requests for new products or services
  • Collect user generated data to learn user behavior.
  • Assess new opportunities for service products or channels and recommend strategies
  • Recommend tools and process capabilities that support increased customer intimacy, digitalization, and customer self-service capabilities
  • Lead project teams to develop and launch new service products for on-highway and mobile pipeline service product lines
  • Lead introduction and ongoing maintenance of Certified Pre-Owned (CPO) and Total Life Cycle (TLC) product and service programsKnowledge, Skills, and Abilities
    • Demonstrated ability to manage people cross functionally and meet deadlines
    • Knowing how to handle challenges in a fruitful way, as well as keep the team motivated at the same time
    • Take hurdles efficiently and derive approach around them while conveying effective communication across all channels
    • Desire to learn and grow with the business, positive attitude in a challenging work environment
    • Able to work independently with minimal direction
    • Adept at making detailed competitive reports from scratch, discern marketing strategies according to scenarios, and much more
    • Comfortable in building/providing insights to product roadmaps for any of the product development stages or understand the fine lines of resource allocation
    • In-depth understanding of practical interpersonal skills that can be useful for ideation to delivery and marketing of a product
    • Believing in building symbiotic relationships with customers/business owners
    • Strong written and verbal communication skills to effectively relate data
    • Excellent critical thinking skills to breakdown and solve complex problems
    • Knowledge of a service parts business operation and industry
    • Self-starter, finds issues independently and recommends action Credentials and Experience
      • Relevant bachelors or masters degree in Business Administration, Computer Science, Finance, Engineering, Economics or Marketing to start strong
      • Ample field experience for at least 3-5 years in the process of product development, strategy-building, testing or any level of product designing
      • Proficient in MS Office 365, including Excel, Word, PowerPoint, Teams
      • Experience with ERP software, especially IFS Applications
      • 5 yrs. or more experience in a service parts operation or automotive/trucking industry Work EnvironmentThis job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool, as necessary.DisclaimerThe above statements are intended to indicate the general nature and level of work performed by employees within this position. They are not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, skills, and qualifications required of employees assigned to this job.Hexagon Agility is an equal opportunity and affirmative action employer and ensures that all qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, national origin, disability, or veteran status.

Keywords: Hexagon Agility, Charlotte , Service Product Manager, CCTS, Executive , Salisbury, North Carolina

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