Job Title:
Job Description:
THE ROLE
The Service Product Manager oversees the development, implementation, and performance of service products that support the global gas purification business. They are responsible for the creation and prioritization of new service opportunities and managing the service product portfolio. They develop and price service contracts, upgrades and additional service products at the global and regional level. They develop and maintain CRM and ERP solutions that capture and analyze customer service and support activities and performance.
This is a remote position within the continental United States, with up to 25% travel to Entegris sites and customer sites, domestic and international.
WHAT YOU’LL DO
- 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,