GCS Program Manager

About the role

This role focuses on improving product performance, driving profitability, and supporting service initiatives from concept through implementation and sustained results. This is a hands-on, high-ownership role for someone who can think independently, troubleshoot deeply, and carry work beyond initial concepts into real-world impact.

Responsibilities

• Analyze performance data to identify trends, root causes, and improvement opportunities
• Support service method enhancements that improve product reliability and profitability
• Track and report on compliance metrics (e.g., training, process adherence)
• Identify risks, gaps, and trends, and clearly communicate insights to stakeholders
• Identify parts cost savings opportunities through data analysis
• Support evaluation of alternate parts, vendors, and service approaches
• Track and communicate cost impact to Field Leadership
• Support development, testing, rollout, and sustainment of service initiatives (e.g., vCare, RSP, Remote Remediation, Remote Deployment)
• Track performance, adoption, and outcomes, and provide insights for continuous improvement
• Communicate results and actionable recommendations to stakeholders
• Provide advanced troubleshooting support and structured diagnostic approaches
• Afford assistance with complex configurations and enterprise account issues as needed
• Develop clear, concise technical documentation, communications, and service-related content for a wide range of audiences (field, leadership, and customers)
• Create and deliver content that is relevant, engaging, and valuable to attendees
• Drive continuous improvement of Advocate call content based on feedback and business needs

Qualifications

• 5+ years of field experience preferred (service, technical support, or similar)
• Strong technical aptitude and diagnostic skills
• Experience working across field and cross-functional teams
• Strong analytical mindset with the ability to translate data into insights
• Ability to manage multiple priorities and follow work through to completion