The Technical Service Manager supports product development, execution, and commercial success while building foundational product management capabilities. This role bridges engineering, sales, and customer needs, contributing to product success through coordination, technical support, customer engagement, and data-driven analysis.
Combining elements of product management and technical sales support, this role helps translate complex product capabilities into customer value while supporting roadmap execution and business growth. The Tech. Service Manager assists in gathering customer insights, supporting sales activities, maintaining product data, and enabling successful product launches.
Working under direction, this role partners cross-functionally with Engineering, Sales, Marketing, Operations, and customers to ensure alignment between product capabilities, market needs, and business objectives.
- Partner with Sales teams to understand customer requirements and support development of tailored solutions
- Assist in product presentations, demonstrations, and technical discussions with customers
- Translate product features into clear business value propositions
- Support the sales cycle, including preparation of technical documentation, responses to RFIs/RFPs, and customer follow-up
- Address customer questions and provide basic technical support during pre-sales activities
- Gather and document voice-of-customer (VOC) feedback from customers, sales teams, and internal stakeholders
- Support identification of customer needs, product gaps, and improvement opportunities
- Contribute to continuous feedback loops informing product development
- Support maintenance of product roadmaps and backlogs to align with strategic priorities
- Track progress of product initiatives and ensure alignment with business goals
- Assist in prioritization of features and enhancements
- Coordinate with Engineering, Sales, Marketing, and Operations to ensure timely execution of product initiatives
- Assist in translating customer and market needs into product requirements
- Collaborate with internal teams to ensure alignment between product capabilities and customer expectations
- Support product launches through development of training materials, technical documentation, and internal communications
- Assist in onboarding customers by ensuring a smooth transition from sale to implementation
- Support internal training for sales and other stakeholders
- Conduct market research and competitor analysis to support product positioning and strategy
- Maintain awareness of industry trends and competitive offerings
- Support development of value propositions and messaging
- Track product and sales performance metrics including revenue, margins, and pipeline activity
- Support reporting and analysis to inform decision-making
- Ensure accuracy and visibility of performance data
- Maintain accurate product documentation, specifications, and technical materials
- Support management of product data across systems and tools (e.g., CRM platforms)
- Ensure consistency and accuracy of customer-facing and internal information
- Identify opportunities to improve product performance, customer experience, and sales effectiveness
- Support initiatives to enhance processes, tools, and workflows
- Support other product management and sales support activities as required
- Customers & End Users – Provide technical support, demonstrations, and gather feedback
- Sales Team – Partner on customer opportunities and support technical sales activities
- Product Management Team – Support roadmap execution and product initiatives
- Engineering Teams – Assist in requirement gathering and technical alignment
- Marketing – Support product messaging, positioning, and training materials
- Operations & Supply Chain – Assist with product data and execution coordination
- Finance – Support performance tracking and data accuracy
- Regulatory Agencies – Ensure awareness and support of compliance requirements
- Direct Reports: None
- Indirect Reports: None
- Bachelor's degree or Diploma in Engineering, Business, Computer Science, or related field
- Typical experience: 0–3 years in Product Management, Engineering, Technical Sales, or related roles
- Strong technical aptitude with ability to learn and communicate complex products
- Excellent communication, presentation, and interpersonal skills
- Experience in or exposure to customer-facing roles is an asset
- Basic understanding of product development and lifecycle processes
- Ability to analyze data and support decision-making
- Strong organizational skills and attention to detail
- Ability to manage multiple tasks in a fast-paced environment
- Familiarity with CRM tools (e.g., Salesforce) is an asset
- Industry experience (e.g., manufacturing or agriculture equipment) is an asset
- Delivers accurate, reliable, and high-quality work across product and sales support activities
- Completes tasks on schedule and supports team timelines effectively
- Contributes to successful customer engagements, demonstrations, and sales support
- Maintains consistent and accurate product and customer data
- Demonstrates growing technical understanding of products, systems, and customer applications
- Applies structured thinking to support product improvements and customer solutions
- Understand and comply with all Environmental, Health & Safety policies and procedures
- Report unsafe conditions, incidents, and near misses promptly
- Follow all safety protocols and guidelines
- Wear required Personal Protective Equipment (PPE) when required
- Support a safe and compliant workplace
- Work performed in office and manufacturing/industrial environments
- Occasional exposure to noise, dust, and temperature variations
- Frequent use of standard office equipment
- Exposure to production environments and equipment during site visits
- Ability to travel as required across North America
- Ability to work in a fast-paced, team-oriented, and customer-facing environment
- May require additional hours during peak business periods
