Customer Product Support Manager

4 weeks ago

anaheim, United States Brightpath Associates LLC Full time

The Product Customer Support Manager is responsible for overseeing the technical support team, ensuring high-quality customer support, and maintaining service excellence. This role involves managing daily operations, providing technical guidance, and supporting the development of team members. The Product Customer Support Manager will ensure timely and effective resolution of technical issues and contribute to the continuous improvement of support processes. This person will report directly to the Chief Operating Officer (COO) and must be flexible to accommodate meetings with our China team during after-hours at least 2-3 times a week.

Key Responsibilities

  • Technical Support Leadership: Lead and manage a team of technical support specialists responsible for providing assistance to customers experiencing issues with laser systems. Provide guidance, training, and mentorship to ensure the team delivers high-quality technical support services.
  • Customer Escalations: Serve as the escalation point for complex technical issues that cannot be resolved by front-line technical support staff. Investigate escalated cases, analyze root causes, and work with internal teams to develop and implement solutions to address customer concerns effectively.
  • Problem Resolution: Assist technical support staff in diagnosing and troubleshooting technical issues reported by customers. Provide expertise and guidance in resolving technical problems related to laser system operation, software functionality, hardware components, and system integration.
  • Customer Communication: Maintain regular communication with customers to provide updates on the status of escalated cases, gather additional information as needed, and ensure timely resolution of technical issues. Foster positive relationships with customers by demonstrating empathy, professionalism, and a commitment to customer satisfaction.
  • Technical Documentation: Develop and maintain technical documentation, including troubleshooting guides, knowledge base articles, and FAQs, to assist customers and technical support staff in resolving common technical issues efficiently. Ensure that documentation is accurate, up-to-date, and accessible to all relevant stakeholders.
  • Quality Assurance: Monitor the quality and consistency of technical support services provided by the team. Conduct regular reviews of support interactions, provide feedback and coaching to team members, and identify opportunities for improvement in processes, procedures, and service delivery.
  • Training and Development: Coordinate and facilitate training sessions, workshops, and skill-building exercises for technical support staff to enhance their technical knowledge, troubleshooting skills, and customer service capabilities. Promote a culture of continuous learning and professional development within the team.
  • Performance Management: Set performance goals and objectives for technical support staff, monitor performance metrics and KPIs, and provide regular performance feedback and evaluations. Recognize and reward top performers and provide support and guidance to team members who may be struggling to meet expectations.

Qualification and Skills:

Must Haves:

  • Bachelor's degree in engineering, Computer Science, or related field.
  • 5+ years of experience in customer or technical support roles in a product-based company, with at least 2 years in a leadership position.
  • Mandarin Chinese language requirement is a must.
  • Strong troubleshooting skills and the ability to diagnose and resolve complex product based technical issues in a timely and effective manner.
  • Excellent communication and interpersonal skills, with the ability to convey product technical information clearly and concisely to both technical and non-technical audiences.
  • Leadership and team management abilities, with experience in coaching, mentoring, and developing the team.
  • Customer-focused mindset with a commitment to delivering exceptional technical support and ensuring customer satisfaction.
  • Proficiency in technical documentation, including the creation and maintenance of troubleshooting guides, knowledge base articles, and FAQs.
  • Familiarity with CRM systems, ticketing systems, and other tools used for technical support case management and tracking.

Nice to Haves:

In-depth knowledge of laser systems, laser technology, and related components, including laser sources, optics, control systems, and software applications.

  • Customer Product Support Manager

    1 month ago

    Anaheim, United States Brightpath Associates LLC Full time

    The Product Customer Support Manager is responsible for overseeing the technical support team, ensuring high-quality customer support, and maintaining service excellence. This role involves managing daily operations, providing technical guidance, and supporting the development of team members. The Product Customer Support Manager will ensure timely and...

  • Customer Service Support Manager

    1 week ago

    Anaheim, United States Oceania International Full time

    With over 10+ years of experience in the laser engraving industry, OMTech is a trusted name in the laser engraving community. At OMTech, our passion for laser machines and the engraver community we serve is our source of pride. The Product Customer Support Manager at OMTech Laser is responsible for overseeing the technical support team, ensuring...

  • Customer Service Support Manager

    7 days ago

    Anaheim, United States Oceania International Full time

    With over 10+ years of experience in the laser engraving industry, OMTech is a trusted name in the laser engraving community. At OMTech, our passion for laser machines and the engraver community we serve is our source of pride. The Product Customer Support Manager at OMTech Laser is responsible for overseeing the technical support team, ensuring...

  • Customer Service Support Manager

    7 days ago

    anaheim, United States Oceania International Full time

    With over 10+ years of experience in the laser engraving industry, OMTech is a trusted name in the laser engraving community. At OMTech, our passion for laser machines and the engraver community we serve is our source of pride. The Product Customer Support Manager at OMTech Laser is responsible for overseeing the technical support team, ensuring...

  • Customer Service Support Manager

    7 days ago

    anaheim, United States Oceania International Full time

    With over 10+ years of experience in the laser engraving industry, OMTech is a trusted name in the laser engraving community. At OMTech, our passion for laser machines and the engraver community we serve is our source of pride. The Product Customer Support Manager at OMTech Laser is responsible for overseeing the technical support team, ensuring...

  • Product Technical Support Director

    1 month ago

    Anaheim, California, United States Oceania International Full time

    Job DescriptionOceania International is seeking a highly skilled Product Technical Support Director to lead our technical support team and ensure exceptional customer experiences.The successful candidate will have a strong background in customer or technical support roles, with at least 2 years of leadership experience. Mandarin Chinese language proficiency...

  • Product Technical Support Specialist

    1 month ago

    Anaheim, California, United States Oceania Inc Full time

    Job Title: Product Technical Support SpecialistWe are seeking a highly skilled and experienced Product Technical Support Specialist to join our team at Oceania Inc. The successful candidate will be responsible for providing exceptional technical support to our customers, ensuring their satisfaction and loyalty to our brand.Key Responsibilities:Provide...

  • Customer Support

    6 months ago

    Anaheim, United States Emser Tile Full time

    Job DetailsJob Location Anaheim - Anaheim, CA Position Type Full Time DescriptionKey Responsibilities Assist in day-to-day functioning of branch. Greet customers warmly and ascertain reason for visiting. Build relationships with contractors. Answer all calls to Branch promptly and assist accordingly. Direct customers to the appropriate team member. Use...

  • Assistant Production Manager

    3 weeks ago

    Anaheim, United States Alsco External Full time

    Classification:ExemptWe are Alsco Uniforms. We've been working hard for our customers since 1889 when we invented the uniform and linen rental industry. Alsco Uniforms has grown into a worldwide leader serving over 350,000 customers in 13 countries. It's our job every day to make every aspect of the customer experience better. Whatever our customers need,...

  • Assistant Production Manager

    1 week ago

    Anaheim, United States Alsco Full time

    DescriptionClassification:ExemptWe are Alsco Uniforms. We‘ve been working hard for our customers since 1889 when we invented the uniform and linen rental industry. Alsco Uniforms has grown into a worldwide leader serving over 350,000 customers in 13 countries. It‘s our job every day to make every aspect of the customer experience better. Whatever our...

  • Materials Support Manager

    2 months ago

    Anaheim, United States American Woodmark Full time

    American Woodmark is one of the nation's largest cabinet manufacturers. By partnering with major home centers, builders, and dealers, we spark the imagination of homeowners and designer and bring their vision to life. Across our service and distribution centers, our corporate office and manufacturing facilities, you'll always find the same commitment to...

  • Production Unit Manager

    3 weeks ago

    Anaheim, United States Solvay Full time

    Syensqo is all about chemistry. We're not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet's beauty for the...

  • Production Unit Manager

    3 weeks ago

    Anaheim, United States Solvay Full time

    Syensqo is all about chemistry. We're not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet's beauty for the...

  • Production Manager

    4 weeks ago

    Anaheim, California, United States Blue Signal Search Full time

    Production Supervisor OpportunityWe are seeking a skilled Production Supervisor to oversee daily production operations at a leading food manufacturing organization. This role is crucial in ensuring the efficiency and quality of production processes while fostering a culture of safety and continuous improvement.This Role Offers:Competitive base salary, plus a...

  • Materials Support Manager

    1 month ago

    anaheim, United States American Woodmark Full time

    American Woodmark is one of the nation's largest cabinet manufacturers. By partnering with major home centers, builders, and dealers, we spark the imagination of homeowners and designer and bring their vision to life. Across our service and distribution centers, our corporate office and manufacturing facilities, you'll always find the same commitment to...

  • Materials Support Manager

    1 month ago

    Anaheim, United States American Woodmark Full time

    American Woodmark is one of the nation's largest cabinet manufacturers. By partnering with major home centers, builders, and dealers, we spark the imagination of homeowners and designer and bring their vision to life. Across our service and distribution centers, our corporate office and manufacturing facilities, you'll always find the same commitment to...

  • Materials Support Manager

    4 weeks ago

    anaheim, United States American Woodmark Full time

    American Woodmark is one of the nation's largest cabinet manufacturers. By partnering with major home centers, builders, and dealers, we spark the imagination of homeowners and designer and bring their vision to life. Across our service and distribution centers, our corporate office and manufacturing facilities, you'll always find the same commitment to...

  • Materials Support Manager

    1 month ago

    Anaheim, United States American Woodmark Full time

    American Woodmark is one of the nation's largest cabinet manufacturers. By partnering with major home centers, builders, and dealers, we spark the imagination of homeowners and designer and bring their vision to life. Across our service and distribution centers, our corporate office and manufacturing facilities, you'll always find the same commitment to...

  • Production Manager

    4 weeks ago

    Anaheim, California, United States Nationwide Food Recruiters Full time

    Nationwide Food Recruiters is seeking a skilled Production Supervisor to oversee headquarter operations during 2nd shift (4pm-2am). The ideal candidate will have 3+ years of production supervisory experience and a strong background in managing perishable products.Key Responsibilities:Oversee production team operations during 2nd shiftTrain and develop...

  • Product Support Manager

    1 month ago

    Anaheim, United States Oceania International Full time

    h3JobDescription/h3pAtOceaniaInternational,weareseekingahighlyskilledProductSupportManagertooverseeourtechnicalsupportteamandensureexceptionalcustomerservice./ppThesuccessfulcandidatewillhaveastrongbackgroundincustomerortechnicalsupport,withatleast2yearsofleadershipexperience.MandarinChineselanguageproficiencyisamust./ppKeyResponsibilities:/pulliLeadandmanag...