Product Care Team Manager

Quick Facts

• Role: Product Care Team Manager

Description

You will lead a cross-functional Product Care engineering team supporting electronic intrusion security products, including burglar and hold-up alarm systems. The focus is on driving resolution of complex customer-reported issues across EMEA through structured root cause analysis, corrective actions, and high-quality communication. You will manage escalations and coordinate execution across Engineering, Product Management, Quality, Manufacturing, and Global Support.

Responsibilities

• Lead, develop, and manage a cross-functional Product Care engineering team (~10 Hardware, Firmware, and Software Engineers)
• Facilitate Relentless Root Cause Analysis (RRCA) sessions to identify root causes and corrective actions
• Establish, prioritize, and monitor action plans to ensure timely issue resolution
• Oversee technical investigations and corrective actions performed by team members
• Coordinate collaboration between Engineering, Quality, Manufacturing, Product Management, and Customer Support
• Act as primary owner of customer escalation management
• Ensure thorough technical analysis and high-quality reporting for internal and customer-facing audiences
• Maintain alignment with Global Support on status, risks, and mitigation plans
• Manage priorities and resource allocation based on customer impact and product risk
• Identify recurring issues and quality trends; drive initiatives to improve reliability and customer experience
• Monitor KPIs for customer issues, response times, and effectiveness of corrective actions
• Foster accountability, collaboration, customer focus, and continuous improvement within the team

Requirements

• Several years of experience in product development, embedded systems, electronics engineering, or related field
• Experience leading technical teams in engineering, product development, or product support
• Proven experience managing customer escalations and complex technical issues
• Strong structured problem-solving methodologies, including RCA, 8D, or similar
• Excellent communication, facilitation, organizational, and stakeholder management skills
• Ability to define execution plans, prioritize activities, and drive teams to outcomes
• Good command of English (written and spoken)
• Bachelor’s or Master’s degree in Electronics, Electrical Engineering, Computer Science, or related
• Ability to make sound decisions and manage competing priorities in a fast-paced environment

Benefits

• Stable employment in a mature engineering environment
• Opportunities for career growth and professional development
• Culture that encourages independence, creativity, and continuous learning
• Competitive salary and benefits package including meal vouchers, LuxMed medical insurance, MultiSport card, and IKE/IKZE additional pension contribution
• Potential annual performance bonus based on individual and company performance
• Relocation support to Gdańsk (if needed)