Product Manager (Technical Services) - Americas

Own approved product availability across the US and Canada while leading Technical Services for the dealer network.

Responsibilities

• Own what Stiltz sells across the US and Canada: which products, configurations, and the jurisdictions where each option is approved.
• Lead the Technical Services team of six, responsible for training the dealer network and providing field support.
• Build and maintain a single source of truth for the Americas so sales, documentation, configuration, and installation match approved records.
• Represent the Americas market in group product development, ensuring customer needs here reach the engineering team in the UK.
• Maintain product and jurisdiction matrices for the US and Canada, including:
  • option compatibility
  • approved configurations
  • where those approvals apply
• Ensure answers to “can we sell this lift in this state” are already documented and accessible.
• Maintain current service levels and expand what the team can deliver.
• Train and certify the network using approved content, and keep auditable records of who has been assessed and authorized by name.
• Own the standard used for training, including the certification and renewal cycle.
• Specify Configurator content and rules; brief the technical documentation that gets published.
• Own NetSuite item data for everything sold in the Americas.
• Move permit preparation from manual production into the Configurator, validating code interpretation with the Codes & Standards Advisor and enforcing a controlled change path for any update that affects permit content.
• Determine who in the Americas receives each safety notice, technical bulletin, and product update, and ensure it is:
  • delivered to the right recipients
  • acknowledged by named individuals
  • understood when content relates to safety
• Use the ECR process to judge what matters most and submit it to engineering in a form engineering can act on.
• Prioritize requests by focusing on customer impact, considering direct-channel needs alongside dealer commitments.

Requirements

• Comfort serving as the authority on what is approved, including saying no when needed and handling pushback.
• Credibility with installers on a job site and with senior stakeholders.
• High attention to detail and precision, especially for compatibility rules, variants, and approvals.
• Ability to bring structure to undocumented work and maintain a standard once set.
• Ability to help colleagues quickly without blurring ownership of the underlying work.
• Genuine satisfaction from other people getting better at their jobs.
• Enough electrical and mechanical grounding to discuss technical topics with engineering, plus exposure to how products are developed.
• Product management or technical product ownership experience for a manufactured product where safety and compliance matter.
• Experience leading a technical team and developing its capabilities.
• Experience defining product configuration rules, variants, option compatibility, and specifying what configuration and ERP systems must do.
• Experience writing and controlling technical documentation in a regulated environment.
• Knowledge of the elevator and platform lift codes applying in the US and Canada, including how adoption varies by state and province and working with authorities having jurisdiction.
• Degree (or equivalent demonstrable experience) in an engineering or technical discipline.

Technologies

• NetSuite
• Configurator
• Codes & Standards Advisor

Benefits

• Medical, dental, vision, and life insurance.
• 20 days paid time off and 8 paid company holidays.
• 401(k) with a company match that is immediately vested.
• Collaborative environment focused on cooperation, efficiency, and success.

The Role

• Company: Stiltz Homelifts
• Title: Product Manager (Technical Services) - Americas
• Location: Bethlehem, PA (onsite)
• Reports To: Head of Global Product Management (based in the UK)
• Salaried Position: USD 80,000 annually
• Travel: Some travel across the United States and Canada, including overnight stays; occasional travel to the UK