Manager, Product Support Job Description
Manager, Product Support Duties & Responsibilities
To write an effective manager, product support job description, begin by listing detailed duties, responsibilities and expectations. We have included manager, product support job description templates that you can modify and use.
Sample responsibilities for this position include:
Manager, Product Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Manager, Product Support
List any licenses or certifications required by the position: PMP, POS, PMI, ITIL, DML/CPL, KCS, CISSP, DFSS, II, PRINCE
Education for Manager, Product Support
Typically a job would require a certain level of education.
Employers hiring for the manager, product support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Engineering, Technical, Business, Computer Science, Education, Marketing, Management, Finance, Information Systems, Technology
Skills for Manager, Product Support
Desired skills for manager, product support include:
Desired experience for manager, product support includes:
Manager, Product Support Examples
Manager, Product Support Job Description
- This position requires remote management as employees are based in Seattle and Palo Alto
- Analyzes productivity and support data in order to identify trends
- Drive operational excellence in everything we do
- Ensures the Quality Assurance and Development teams are aware of issues with the software that lead to support calls/emails, in attempt to keep support demand low
- Product owner—prioritizes software updates for programming team
- Internal Training—available to assist all staff with technical ERISA issues and questions
- External Training—presents large scale webcasts to customers and prospects
- Oversees compliance changes by drafting/reviewing technical updates for customers
- Provides technical support to Sales staff and is available to provide guidance with ERISA technical questions from prospects
- Quality control—reviews and drafts customer communications and support materials
- Experience in large-scale integration projects a plus
- Ability to build consensus among peers, across functional teams, and in reporting chain
- Adept dealing with highly complex issues relating to scalability, data management and system integrations
- Familiarity with Agile principles and practices
- A strong desire to improve education using new technology and enabling tools
- Ability to communicate clearly and influence change through others
Manager, Product Support Job Description
- Delivering high levels of customer advocacy and customer service excellence
- Performing the account management function for and related to OE customers aftermarket activities
- Monitor the aftermarkets operating performance relative to established KPI’s, LTA’s, PSA’s and customer performance expectations and ensure that pro-active steps are taken to correct unsatisfactory conditions
- Support the Retrofit, Modification and Upgrade (RMU) generation, development and management process
- Manage contractual customer penalty claims (warranty, DMCG etc)
- Contributing to the deployment and maintenance of a successful regionalised support structure
- Working with peers across CSS to drive standardization and continuity of product support practices wherever possible across global sites
- Managing the sites LRU rotable pool
- Representing the company as appropriate in its relationships with major aftermarket customers, suppliers and competitors
- Playing an active part in the DLA/’control tower’ process
- Resolving inefficiencies in tools, process and workflows finding new methods of efficiency to support our key business partners
- Strongly preference for customer service desk experience
- BA/BS in related area of focus, CS degree desired
- Minimum 2-5 years experience, preferably in business applications development
- Experience with Salesforce, Workday, Oracle, or other 3rd party business applications
- Demonstrated practical experience & technical knowledge of Biological & Sterile
Manager, Product Support Job Description
- Acts as US expert on specified product lines, and supports product escalations, support, and service product management of those products
- Interacts with WW and Cross business unit service groups to provide information, share best practices, identify areas of collaboration and knowledge sharing applicable to those groups' requirements
- Exercises responsibility for employee training and development, and motivation
- Implements the Division's Affirmative Action Plan as it applies to the function supervised
- Ensures Environmental, Health and Saf ety (EH&S) training through facilitating the development and implementation of safety awareness programs
- Establishes and communicates departmental objectives and implements plans to assure attainment
- Translates departmental goals into performance objectives for each team member and measures departmental and individual performance against plan
- Carefully prepares and presents employee work plans and performance appraisals on time
- Jointly develops and implements an employee development plan for each team member
- Recommends tactical strategies and improvement ideas to senior management
- B.S (Computer Science, Mechanical, or Industrial Engineering) or equivalent preferred
- Excellent communication skills, to be able to discuss technical & functional issues/solutions, in highly escalated situations, with executives, support & customer personnel
- Plus, years of experience in a management or other leadership role (preferably in a support environment)
- Bachelors degree in economics, finance, computer science or related field
- Works well with internal and external teams independently
- Minimum 6 years combined experience in QA and/or Development/Operations/Pharmaceutical Engineering function in Pharmaceutical environment
Manager, Product Support Job Description
- Gather competitive, industry, and segment documentation to support competitive materials and presentations and update product documentation on SharePoint and ftserussell.com
- Lead implementation of RFP/Due Diligence software, establishing process, coordinating content acquisition and training organization
- Responsible for handling customer inquiries and communications that rise to his or her level
- Ensures compliance with all OEM policies and procedures for training, warranty
- Design goal-driven marketing plans for particular audience segments across owned, paid, and earned media channels - supported by a rationale for why, when, and how each channel should be used
- Create messaging that fits the audience mindset/needs and maximizes the strengths of each channel or communication experience
- Work with Product Management to establish a continuous feedback loop (encompassing market trends, customer needs, and competitive factors) to influence the product development roadmap and mitigate product gaps
- Collaborate with Sales to understand & support ongoing enablement, and maximize impact of messaging for the midmarket and enterprise audience
- Candidate will be responsible for daily operations of a team or work unit
- Assign work schedules
- Bachelor's degree in information technology, computer science, business administration or other fields of study
- A high level of confidence, integrity, and hands on approach to problem solving are required professional executive presence for interacting with and influencing DoD decision makers, senior management and executives internal and external to the company
- Knowledge of military aircraft programs in the acquisition phases of development, production and sustainment operational understanding of land, shipboard and deployed aviation sustainment activity
- Strong aerospace technical background
- 2-3 years experience in aftermarket support preferred, with proven supervisory / managerial skills
- Knowledge and experience with continuous improvement techniques
Manager, Product Support Job Description
- Work with marketing and the CSC SPD Technology Finance team to roll out new products and capabilities and deliver training
- Manage programs thru reporting, KPI’s and results
- Own the product cradle to grave (The Financial Product Lifecycle)
- Exercises independent judgment and discretion in planning and organizing customer support activities in order to ensure customer satisfaction
- Manages and directs the activities of the customer support staff
- Responsible for hiring, training, rewarding and disciplining subordinates
- Interprets and administers company policy for team members
- Responds to escalated customer issues and resolves in a timely manner
- Communicates critical customer issues, metrics and known issues to senior management in a timely manner
- Works with leads to ensure staffing is adequate to handle call volume
- Minimum of five to eight years experience in leadership position with aforementioned responsibilities
- Ability to define system problems, collect data, establish facts, identify root causes, and draw valid conclusions
- Proficient in writing engineering reports
- Ability to effectively communicate and present status, action, recommendations, and other technical information with clarity and precision
- Ability to establish and track performance to goals and objectives to complete projects and provide status to lead and the team at project milestones
- Demonstrated leadership skills in development of staff, performance and talent management