Product Support Manager
1 week ago
At Trenton Systems, we are seeking a highly skilled Product Support Manager to join our team. As a Product Support Manager, you will be responsible for providing technical support and information on Trenton products and their expected performance in response to customer calls and inquiries.
Key Responsibilities:- Manage phone and email support for Trenton customers and potential customers
- Provide timely reports on customer issues to Sales and Engineering departments
- Train, supervise, and help Product Engineers to solve problems and reduce unnecessary RMAs
- Support Production in resolving Legacy product issues as needed
- Coordinate with Sales to maintain the highest level of customer satisfaction possible
- Support RMA process and resolve issues triaged by Production site RMA teams
- Create and manage and disposition Customer Product Support Tickets in HubSpot
- Create and Manage Dashboards to ensure department KPIs are met
- Initiate and coordinate product changes in consultation with other engineering functions because of ticket resolutions
- Inform Engineering department of anomalies that need correction or investigation
- Make recommendations to about new methods for qualifying boards and BIOS
- Function as Test Engineer or Test Engineering Lead as needed
- Attempt to identify improvements in efficiency in processes and improvements in services and products and provide input to continuous improvement team
- Identify and manage risk in products, processes, and environment
- Associates degree or equivalent, including experience
- Minimum of 4-year experience in Applications Engineering environment or equivalent
- Self-starter with knowledge of computing platforms, personal computers, high-end servers, and operating systems
- Familiar with standard PC peripherals such as GPU cards, RAID cards, Network interfaces, Optical Interfaces, com-ports, parallel ports, hard disk drives, and controllers, video controllers, KVM, keyboard & mouse controllers - as well as associated cables, power supplies, and backplanes
- Must be experienced with troubleshooting all aspects of Server operation - from problems turning on the initial display - to Hardware, BIOS, BMC & configuration-related aspects of system operation
- Thorough knowledge of all released Trenton Technology processors & backplanes, including capabilities and limitations of all the possible board configurations - especially operating system and driver installation
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