Manager, Commercial Product Care

Job Summary

The Manager of Commercial Product Care will serve as a consultant within the business, offering expertise on best practices in commercial flooring maintenance, developing third-party relationships, and collaborating with cross-functional teams to provide education, and proactive solutions for customer and partner needs.
This role will be responsible for creating all aspects of product maintenance throughout the product lifecycle, liaising with technical services to provide expertise and strategic maintenance direction, and supporting sales through customer visits and new product launches.
This individual will work closely with multiple internal teams including but not limited to sales, technical services, manufacturing, and marketing teams, ensuring comprehensive customer problem resolution and the continuous development of maintenance strategies that maintain high standards of quality and customer satisfaction.
The role requires a strong understanding of customer needs and market trends, and the ability to lead initiatives that support both internal training and external technical support.

Key Responsibilities

Consultancy & Industry Expertise:
Act as an internal and external consultant on best practices for commercial maintenance across product categories, offering expert advice to business partners and customers.

Relationship Development:
Establish and maintain relationships with third-party providers and industry partners to enhance maintenance solutions and resources.

Cross-functional Collaboration:
Liaise between the sales, technical services, and manufacturing teams to identify customer problems and develop solutions, ensuring alignment with business goals.

Customer Solutions:
Work closely with sales teams to assist in resolving customer issues, providing guidance on maintenance programs, and creating proactive action plans for key accounts.

Training & Development:
Collaborate with internal teams to develop training programs for sales and service teams on maintenance best practices, working with external partners as needed.
Customer and vendor partner training may also be required.

Strategic Leadership:
Lead the direction of the commercial business regarding maintenance strategies, working closely with the technical services team to support field efforts.

Market & Product Knowledge:
Stay updated on market trends and competitor offerings, ensuring that maintenance practices reflect the latest industry advancements and customer needs.

Quality Assurance:
Work closely with quality teams to address product issues and implement corrective actions.
Conduct regular reviews of product care practices and procedures to ensure compliance and effectiveness with industry standards.
Provide recommended improvements based on feedback and analysis.
Other duties may be assigned.

Qualifications

Bachelors degree in business, engineering, or a related field.

7+ years of experience in commercial maintenance, product management, or technical services, ideally in flooring or a related industry.

Proven ability to collaborate across multiple departments and influence outcomes in a matrixed organization.

Strong communication, leadership, and problem-solving skills, with the ability to develop creative, customer-centric solutions.

Familiarity with industry standards, best practices for maintenance, and technical knowledge of flooring products.

Willingness to travel as needed to customer sites and industry events.

Competencies

Collaborative Leadership:
Foster strong, positive relationships with cross-functional teams, customers, and partners by maintaining open communication, listening actively to feedback, and showing respect for diverse perspectives.
Success in this role will depend on the ability to lead with empathy and humility, ensuring solutions are developed in a team-oriented environment.

Business Acumen:
Strong understanding of commercial business operations and how maintenance impacts profitability and customer satisfaction.

Communication:
Exceptional interpersonal and presentation skills, with the ability to present complex technical concepts to non-technical audiences.

Oral Communication:
Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication:
Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Strategic Thinking:
Capable of developing forward-thinking strategies to support longterm business objectives and customer relationships.

Problem Solving:
Skilled at analyzing data and customer feedback to implement solutions that improve product performance and maintenance outcomes.

Technical Skills:
Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service:
Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Cost Consciousness:
Works within approved budget; develops and implements cost-saving measures; contributes to profits and revenue; conserves organizational resources.

Judgment:
Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in the decision-making process; makes timely decisions.

Motivation:
Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals.

Planning/Organizing:
Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; develops realistic action plans.

Ethics:
Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethics; upholds organizational values.

Organizational Support:
Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity