Product Support Manager

1 week ago


Duluth, Minnesota, United States Trenton Systems Full time
Job Title: Product Support Manager

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
Requirements:
  • 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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