Product & Customer Support Manager - 1920010

3 weeks ago

Kenosha, United States Kastel Staffing Full time
Job DescriptionJob Description

We're currently seeking a proactive and adaptable Product and Customer Support Manager to join our team. If you thrive in a fast-paced environment and possess strong problem-solving skills, this challenging role offers ample opportunities for learning and advancement.


Primary Responsibilities:

  • Oversee post-sale product support functions, including outsourced and internal customer service contact centers, technical support, warranty services, and parts and accessory support teams.
  • Conduct analysis and provide summarized reports on customer feedback, call center interactions, and warranty issues to ensure our products meet our Best-In-Class reputation and exceed customer expectations.
  • Lead the development of supporting content for parts and accessories in collaboration with the Product Support team.
  • Manage the creation and maintenance of illustrated parts lists and related service parts and kits.
  • Maintain customer/channel-specific service parts price files and utilize daily parts and accessory sales reports to facilitate timely customer shipments.

Qualifications:

  • 5+ years of supervisory experience in product support, including contact center management, preferably within a manufacturing environment.
  • Demonstrated ability to analyze data and drive process improvement initiatives.
  • Experience in the Outdoor Power Equipment or Durable Goods Industries is advantageous.

Education/Certification:

  • A bachelor's degree in business management or a related field is preferred, although equivalent combinations of education and experience will be considered.

Management Responsibilities:

  • Direct oversight of a team of 6 to 7 individuals.


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