Product Care Team Manager

We welcome talented professionals from across Europe. If you are excited about this opportunity and willing to relocate to Gdańsk, we would love to hear from you. Relocation support is available to help make your transition as smooth as possible.

Position Overview

We are looking for an experienced engineering leader to join our organization as Product Care Team Leader, responsible for leading a cross-functional engineering team supporting a portfolio of electronic intrusion security products, including burglar and hold-up alarm systems.

In this role, you will play a key part in ensuring customer satisfaction by driving the resolution of complex product issues reported by key customers across the EMEA region. You will lead a team of approximately 10 Hardware, Firmware, and Software Engineers, coordinating technical investigations, root cause analysis, corrective actions, and customer-focused improvement initiatives.

The Product Care Team Leader will act as a key interface between Engineering, Product Management, Quality, Manufacturing, and Global Support teams, ensuring effective collaboration, clear communication, timely execution, and successful resolution of customer escalations.

The role is primarily focused on leadership, coordination, problem-solving, and driving execution rather than hands-on product development. A strong customer focus and the ability to deliver results in a complex, cross-functional environment are essential.

Key Responsibilities

• Lead, develop, and manage a cross-functional Product Care engineering team.
• Facilitate Relentless Root Cause Analysis (RRCA) sessions to identify root causes and define effective corrective actions.
• Establish, prioritize, and monitor action plans to ensure timely and effective issue resolution.
• Oversee the execution of technical investigations and corrective actions carried out by engineering team members.
• Coordinate cross-functional collaboration between Engineering, Quality, Manufacturing, Product Management, and Customer Support teams.
• Act as the primary owner of customer escalation management within the Product Care organization.
• Ensure thorough technical analysis and high-quality reporting for internal stakeholders and customer-facing communications.
• Maintain close alignment with Global Support teams, ensuring clear, professional, and timely communication on issue status, risks, and mitigation plans.
• Manage priorities and resource allocation based on customer impact, business needs, and product risk.
• Identify recurring issues and quality trends and drive initiatives to improve product reliability and customer experience.
• Monitor key performance indicators related to customer issues, response times, and corrective action effectiveness.
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement within the team.

Requirements

Please submit your CV if you have:

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

Nice to Have

• Experience with electronic security systems, intrusion products, or other mission-critical electronic devices.
• Knowledge of Hardware, Firmware, and Software development processes.
• Experience working with global customer support organizations.
• Familiarity with sustaining engineering and product lifecycle management.
• Understanding of manufacturing processes and experience collaborating with production teams.
• Experience with Atlassian tools, particularly Jira and Confluence.

We Offer

• Stable employment in a mature engineering environment.
• Opportunities for career growth and professional development.
• A culture that encourages independence, creativity, and continuous learning.
• Competitive salary and benefits package, including:
• Meal Vouchers.
• LuxMed Medical Insurance.
• MultiSport Card.
• IKE/IKZE Additional Pension Contribution.

Individuals may also be eligible for an annual performance bonus based on both individual and company performance. The final compensation for this position will be determined based on the individual’s knowledge, skills, and experience in relation to the job requirements. Kidde Global Solutions is committed to providing a competitive benefits package to our employees.

Your Journey with Us

We always aim to provide a fair and valuable recruitment process for everyone. If selected, you will follow the next stages:

• Initial call with our recruitment team.
• Up to two interviews with the Hiring Manager and key stakeholders.

Our Commitment to You

As an employer of choice, our greatest assets are the expertise, creativity, and passion of our employees. We strive to provide a great place to work that attracts, develops, and retains the best talent, promotes employee engagement, fosters teamwork, and drives innovation for the benefit of our customers.

We aim to create an environment where you feel that you belong, with diversity and inclusion as engines for growth and innovation. We develop and deploy best-in-class programs and practices, provide enriching career opportunities, listen to employee feedback, and continuously challenge ourselves to improve.

World Leaders in Fire and Life Safety

Kidde Global Solutions is a world leader in fire & life safety solutions tailored for complex commercial facilities to homes. Through iconic, industry-defining brands including Kidde, Kidde Commercial, Edwards, GST, Badger, and Aritech, we provide residential and commercial customers with advanced solutions and services to protect people and property in a wide range of applications, all around the globe.