Product and Customer Support Manager

Job Title: Product and Customer Support Manager

Primary Purpose:

The Product and Customer Support Manager is responsible for leading the post-sale product support functions for our clients. This role coordinates both outsourced and internal customer service contact centers, as well as technical, warranty, parts, and accessory support teams. You will be responsible for providing analysis and summarized reporting of customer reviews, call center interactions, and warranty issues. This integral role helps ensure all products and brands maintain a Best-In-Class reputation and meet customer expectations.

Duties and Responsibilities:

• Manage the analysis and summarized reporting of customer data.
• Lead and manage the creation of supporting content for parts and accessories through the Product Support team.
• Manage the creation and updating of illustrated parts lists and related service parts and kits.
• Manage customer/channel-specific service parts price files.
• Utilize daily parts and accessory sales reports to assist in timely customer shipments.

Qualifications:

• 5+ years of supervisory experience in product support, with contact center experience, working with a manufacturer.
• Proven ability to analyze data and implement process improvement initiatives.
• Experience in the Outdoor Power Equipment or Durable Goods Industries is a plus.

Education/Certification:

• Bachelor’s degree in business management is preferred, but equivalent combinations of education and experience will be considered.

Management Responsibilities:

• Oversee a team of 6 to 7 direct reports.