Global TST - Industrial Floorcare

Job Identification 

Job Title: Industrial Floorcare TST – Product Lifecycle & Technical Support Manager 

Department: Parts Management & Technical Support  

Reporting to: John Milland Klein 

Direct report range: 0 

Job Purpose 

The Industrial Floorcare TST is a key global role responsible for ensuring product serviceability, technical support excellence, and training readiness across the full product lifecycle. 
 

Acting as the “voice of service”, the TST bridges R&D, Product Management, Quality, and Service Operations - ensuring that industrial floorcare products are designed, launched, and supported with strong aftermarket performance and high field reliability.  

The role combines deep technical expertise, global training capability building, and operational problem solving, supporting both internal teams and service partners worldwide. 

Key Accountabilities / Responsibilities 

Product Lifecycle Support 

• Act as global Subject Matter Expert (SME) for industrial floorcare platforms 

• Represent service in New Solution Develupment projects and ensure service readiness at product launch 

• Drive serviceability improvements in collaboration with R&D and Product Management 

• Support lifecycle performance through analysis of field issues and feedback loops 

Technical Support & Issue Resolution 

• Provide advanced technical support to regions and local service teams 

• Lead troubleshooting of complex electro-mechanical and software-related issues 

• Support root cause analysis and technical failure investigations (TFRs) 

• Collaborate with suppliers and engineering teams to resolve quality issues 

Quality & Continuous Improvement 

• Act as interface between R&D, Quality, and Service 

• Identify and analyze recurring field issues and drive corrective actions 

• Create and maintain:  

• Technical Failure Reports (TFRs) 

• Technical Service Bulletins (TSBs) 

• Contribute to improving serviceability, reliability, and product performance 

Training & Capability Building 

• Deliver content for technical training programs for:  

• Internal service teams