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Product Support Manager
Textron Specialized Vehicles – Ransomes Jacobsen Ltd
About Us
Textron Specialized Vehicles are a global manufacturer of:
- Golf cars
- Utility and personal transportation vehicles
- Side-by-sides
- All-terrain vehicles (ATVs)
- Professional turf-care equipment
- Ground support equipment.
At Ransomes Jacobsen Ltd, we design and manufacture professional turf-care equipment under the Ransomes and Jacobsen brands. Our mission is to be the premier supplier of high-quality, environmentally conscious turf equipment, delivering superior performance for our customers—from prestigious championship golf courses to World Cup stadiums.
For over a century, the most important turf worldwide has been manicured by our equipment. We believe our success—both past and future—rests on our people.
The Role: Product Support Manager – Ipswich
Based at our manufacturing facility in Ipswich, Suffolk, the Product Support Manager will: Support our network of dealers and distributors with technical expertise, deliver training, and ensure high aftersales standards across our Ransomes, Jacobsen, EZGO, and Cushman product ranges.
You will work closely with internal teams to solve issues, drive continuous improvement, and enhance product performance and customer experience.
Responsibilities
Key duties include, but are not limited to:
- Technical Excellence & Knowledge
- Develop and maintain in-depth knowledge of Ransomes & Jacobsen turf equipment, as well as EZGO and Cushman products distributed via the Ipswich facility.
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Customer & Stakeholder Support
- Manage dealer, distributor, and customer queries and complaints, ensuring rigorous investigation and effective resolution.
- Provide feedback to Engineering, Manufacturing, and Quality teams on product performance, supporting operational enhancements.
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Aftersales & Compliance
- Partner with dealers and distributors to align aftersales standards with business and customer expectations, including:
- Supporting process adherence
- Onboarding new partners
- Conduct regular dealer reviews and surveys to assess performance and identify improvement opportunities.
- Partner with dealers and distributors to align aftersales standards with business and customer expectations, including:
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Training & Development
- Deliver service training to dealers, distributors, and customers.
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Regional Support
- Act as the primary service contact for issues within your designated region, with awareness of broader parts, training, and warranty considerations.
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Collaborative Growth
- Work closely with Regional Sales Managers to support business objectives.
About You – Skills & Qualifications
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Education
- Degree (or equivalent) in engineering, agricultural sciences, or a related field, or relevant industry experience assessed in lieu.
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Experience
- Minimum 3 years’ technical support experience, preferably in:
- Turf/golf course
- Agricultural equipment
- Construction sectors
- Minimum 3 years’ technical support experience, preferably in:
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Technical Proficiencies
- Deep knowledge of mechanical, electrical, and electronic systems
- Ability to interpret technical documentation, schematics, and parts diagrams
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IT & Software Skills
- Confident use of business systems and software tools.
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Soft Skills
- Strong verbal and written communication, interpersonal skills, and customer focus.
- Commercial awareness with strong problem-solving capabilities.
- Willingness to work independently and collaboratively across teams.
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Additional Plus
- Fluency in European languages (advantageous) but not essential.
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Logistics & Mobility
- Full UK driving licence (essential).
- Preparedness to travel within the UK and internationally as required.
Why Join Us?
We offer an outstanding workplace culture with:
- Every other Friday off
- 30 days annual leave (plus public holidays)
- Competitive salary, reviewed annually
- Enhanced pension scheme
- Life assurance: four times annual salary
- Alexandrian Employee Assistance Program for you and your immediate family
- Access to Textron University’s self-service training platform
- Eye care scheme
- Discounts on gym memberships, shopping, travel via Perks at Work
- Winter flu vaccination voucher
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