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Product Support Manager

2 months ago

Anaheim, California, United States Oceania International Full time
Job Title: Product Customer Support Manager

At Oceania International, we are seeking a highly skilled and experienced Product Customer Support Manager to join our team. This role is responsible for overseeing the technical support team, ensuring high-quality customer support, and maintaining service excellence.

Key Responsibilities:
  • Technical Support Leadership: Lead and manage a team of technical support specialists responsible for providing assistance to customers experiencing issues with OMTech laser systems.
  • Customer Escalations: Serve as the escalation point for complex technical issues that cannot be resolved by front-line technical support staff.
  • Problem Resolution: Assist technical support staff in diagnosing and troubleshooting technical issues reported by customers.
  • Customer Communication: Maintain regular communication with customers to provide updates on the status of escalated cases.
  • Technical Documentation: Develop and maintain technical documentation to assist customers and technical support staff in resolving common technical issues.
  • Quality Assurance: Monitor the quality and consistency of technical support services provided by the team.
  • Training and Development: Coordinate and facilitate training sessions for technical support staff to enhance their technical knowledge and customer service capabilities.
Requirements:
  • 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.
  • Excellent communication and interpersonal skills.
  • Leadership and team management abilities.
  • Customer-focused mindset with a commitment to delivering exceptional technical support.
Benefits:

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.