Service Product Manager

Role Overview

• Create and manage a service product portfolio including product definition, pricing, and implementation.
• Ensure service contracts, agreements and products meet appropriate revenue and margin goals.
• Develop global marketing strategies to promote the sales of service contracts and increase industry awareness of our customer support activities.
• Provide service contract sales lead generation for regional sales and service teams through marketing communication programs and campaigns.
• Develop and implement automated processes for delivering service contract quotations to customers for warranty conversion and renewals.
• Provide direct support to regional sales and service organizations on customer negotiations, pricing, product customization.
• Establish and maintain global pricing on contracts, parts, software, and upgrades.
• Develop and price regional service contracts, upgrades and additional service products targeted at local customer base in coordination with regional Sales and Service organizations.
• Work with Finance, IT and BUs to develop and maintain SMS, CRM, ITSM and ERP solutions that capture and analyze customer service and support activities and performance to support organizational requirements for metrics and KPIs.
• Identify opportunities for field-based upgrades and work with product management, engineering and software developers to create product requirements and rollout plan.
• Ensure the accurate and timely capture and reporting of service activities for accounting, performance, and product quality analysis.
• Develop reports to support regional and global metrics.
• Establish and approve parts pricing and extension requests through Agilepoint system.
• Work with Regional Service Managers to determine proper parts stocking items and quantities to support regional install base.
• Collaborate with Commercial Teams: Partner with product sales leadership to ensure services strategies complement and enhance overall revenue goals.
• Customer Success Integration: Align service delivery with customer success initiatives to drive adoption, retention, and upsell opportunities.
• Value Proposition Development: Work with marketing and sales to articulate the value of services in supporting product performance and customer outcomes

Requirements

• Bachelor’s Degree in a Science discipline, Business or Marketing, or equivalent combination of education and experience; MBA in Marketing is highly desirable.
• Three to five years of successful sales and marketing experience, preferably within the semiconductor industry.
• Strong written and verbal communication skills including experience communicating across disperse geographical regions.
• Strength in data analytics to discover, parse and mine information from a variety of sources for forecasting, marketing and performance analysis.
• Knowledge of global service operations, metrics, and commercial organizational dynamics.
• Semiconductor industry knowledge and experience desirable, particularly of the service and support business.
• Strong computer business skills including experience with Microsoft 365, PowerBI, SAP, and CRM products.
• Up to 25% travel required; valid passport required (for travel to various sites out of the US), and valid Class C driver’s license.

Tech Stack

• ERP
• ITSM

Benefits

• Annual bonus eligibility
• Progressive paid time off policy that empowers you to take the time you need to recharge
• Generous 401(K) plan with an impressive employer match with no delayed vesting
• Excellent health, dental and vision insurance packages to fit your needs
• Education assistance to support your learning journey