We deliver customer value with tailor-made IT infrastructure solutions and outstanding expertise.

Datwyler IT Infra is an internationally established company with headquarters in Switzerland and affiliates in Europe, the Middle East and Asia. Our company delivers first-class IT system solutions, products and services for data centres, fibre optic networks (campus, FTTx) and smart buildings. Datwyler was founded more than 100 years ago and employs a workforce of around 900 people.

Reporting To: Head of Technical & Operations

Employment Type: Full-time

1. Position Summary

Responsible for supporting the end-to-end lifecycle management of Datwyler's core products and services. This role ensures product competitiveness, operational excellence, accurate documentation, and strong cross-functional collaboration across engineering, sales, operations, and global product teams. The position also plays a key part in enhancing customer experience through proactive post‑sales support and effective stakeholder communication.

2. Key Responsibilities

A. Product Management & Development

Support end-to-end product ownership for core products and services, focusing on continuous improvement of customer experience.
Work closely with business stakeholders, including Management, Sales, Supplier Chain, Engineers to identify inefficiencies, propose improvements, and execute strategic product initiatives.
Analyze product performance metrics such as turnover, profitability, volume, and market share; identify trends and improvement opportunities.
Maintain updated market and competition insights, ensuring alignment with APAC and global product teams.

B. Product Certification & Compliance

Manage certification applications and renewals, ensuring 100% compliance and zero lapses.
Liaise with suppliers, test labs, and internal teams to drive timely submissions and approvals.
Maintain active certification trackers with up‑to‑date statuses, expiry dates, and tier/grading requirements.

C. Product Documentation & Database Management

Ensure completeness and accuracy of product documentation including datasheets, price books, catalogues, and costing files.
Maintain a structured and accessible documentation repository with proper version control.
Use checklists to ensure zero missing information in submissions and product packs.

D. Pricing & Product Enablement

Propose and maintain competitive price levels based on market analysis and product performance.
Regularly update price books, costing, and related materials to support sales quoting accuracy.
Assist in facilitating product training and enablement sessions for internal teams and partners.

E. Communication & Stakeholder Management

Maintain proactive, professional, and transparent communication across internal and external stakeholders.
Ensure all key updates, requirements, and task exchanges occur via official channels with stakeholders in the loop.
Provide timely responses (within 1 business day) and weekly progress updates on ongoing tasks.

F. Customer Service & Post-Sales Support

Support post-sales workflows including scheduling, coordination, and monitoring of preventive and corrective maintenance services.
Manage service tickets, CRM (SAP sales cloud), hotline and email channels, ensuring timely acknowledgement and follow‑through.
Track and report service performance, ensuring closures within defined SLAs and zero escalations.
Coordinate with vendors for preventive maintenance and ensure timely updates and communication to customers.

G. Quality & Professional Work Standards

Deliver high‑quality, detail‑oriented work with consistent self‑verification prior to submission
Demonstrate strong ownership, accountability, and follow-through across assigned tasks.
Minimize rework by ensuring accuracy, clarity, and completeness of deliverables.

3. Qualifications & Requirements

Education & Experience

Diploma or Degree in Engineering, Business, IT, or related fields.
7–10 years of relevant experience.
Experience in structured documentation, certification management, or service operations is an advantage.
Experience in structure cabling system, and/or Modular Datacenter System and subsystems products is an advantage.
Senior experience candidate will be considered for higher position.

Technical Skills

Knowledge of product lifecycle management and documentation workflows.
Familiarity with CRM/service ticketing systems (e.g. SAP).
Familiarity with desktop publishing application (e.g. Adobe InDesign) is an advantage
Proficiency in Excel, PowerPoint, and structured database management.
Understanding of basic costing and pricing concepts.

Soft Skills

Strong communication and stakeholder management abilities.
High attention to detail, organization, and follow-through.
Ability to manage multiple tasks under tight deadlines.
Proactive problem-solving and escalation awareness.

4. Key Performance Indicators (KPIs)

100% timely achievement and maintenance of all required product certifications, with zero critical non-conformities or lapses.
100% accuracy and completeness in document updates and submissions.
Meeting expected response times and communication standards.
Accurate and timely product costing and pricebook maintenance.
Zero escalations related to communication or service delays.
Stable and up‑to‑date trackers for certifications, documentation, and service workflows.

5. Why Join Us

Opportunity to drive product excellence across APAC.
Cross-functional collaboration with global teams across engineering, market development, and product strategy.
Exposure to both product and service operations in a dynamic and growing business environment.

We offer a diverse and global work environment

As an internationally active company, Datwyler IT Infra offers a wide range of job profiles and career opportunities. We encourage ambitious individuals to approach their tasks with commitment and enthusiasm, to grow and to exceed expectations. This empowers all employees to shape their own work and actively influence it.

At Datwyler, we encourage our employees to contribute their talents in a global environment and to continuously develop them. Our employees are the heart of the company. We treat each other with respect, trust and loyalty. Mutual appreciation is our top priority.

datwyler-itinfra.com

Product Development and Management Manager