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Product Support Manager

Product Support Manager

Spiral Solutions and TechnologiesLexington, KY, United States
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Description

Spiral Solutions and Technologies Inc. is seeking a Product Support Manager for our Lexington, KY location!

Location : Lexington, KY

Requirements

Job Summary :

  • Plan and coordinate preventative maintenance programs, upgrades, and replace parts for electronic equipment
  • Develop and implement recurring training for technicians
  • Ensure that all repairs meet or exceed industry standards
  • Manages the computer system to track maintenance, inventory, receiving, and returning of loan account assets
  • Serves as a critical link for product development
  • Develop and implement product support for life cycle sustainment
  • Bridge between customer needs and product development
  • Ensure system, subsystems, and components are repaired and maintained throughout their lifecycle
  • Cost analysis to manage allocated resources to ensure repairs are efficient and cost-effective
  • Assist with budget management and resource allocations
  • Develop a supportive team to help drive a high-performance culture Knowledge, Skills, and Abilities Required :
  • Comprehensive understanding of logistics, procurement, and vendor management principles
  • Prior experience in electronic repair, with supervisory roles
  • Analytical and problem-solving skills to effectively assist technicians in diagnosing and resolving technical issues, securing required parts and equipment
  • Knowledge of electronic systems, components, and correct utilization of diagnostic tools and systems
  • Ability to manage a team of repair technicians who troubleshoot and repair electronic equipment throughout its lifecycle
  • Develop and implement recurring training for technicians
  • Strong computer management background to manage and maintain computerized maintenance data systems and historical repair data
  • Knowledge of applicable industry standards, safety regulations, and quality assurance practices
  • Ability to adjust to a changing requirement environment
  • Strong inventory management skills
  • Ability to identify recurring issues, implement effective solutions

Positions supervised : None

Duties and Responsibilities :

  • Lead and oversee the product support team to ensure timely, high-quality support for customers and end users.
  • Develop, implement, and refine support strategies, processes, and best practices to improve efficiency and customer satisfaction.
  • Manage customer escalations by coordinating with technical experts, engineering, and product teams to resolve complex issues.
  • Monitor service-level agreements (SLAs) and key performance indicators (KPIs) to ensure compliance with company standards.
  • Serve as the primary liaison between product management and the team to communicate customer feedback and identify improvement opportunities.
  • Provide training, mentorship, and professional development opportunities to product support staff.
  • Ensure proper documentation of product issues, resolutions, and frequently asked questions (FAQs) for internal and external knowledge bases.
  • Partner with product development teams to influence product roadmaps and enhance supportability features.
  • Lead root-cause analysis of recurring support issues and implement corrective action plans.
  • Oversee the creation and delivery of support materials, user guides, and product documentation.
  • Analyze support trends and customer feedback to recommend product enhancements and process improvements.
  • Ability to foresee future equipment, facility requirements, and work toward obtaining resources
  • This list is not intended to be all-inclusive and may be expanded to include other duties and responsibilities.
  • Essential Functions :

  • Must be a U.S. citizen
  • Must pass drug and alcohol testing
  • Must be able to read and write effectively in English
  • Must be able to work within the shift hours of 7 : 00 A.M. and 5 : 30 P.M. or as directed.
  • Must maintain a positive work atmosphere by behaving and communicating in a professional manner with customers, clients, co-workers, and management.
  • Physical requirements - Prolonged sitting and standing; work does require moderate amounts of walking. May carry moderately heavy items.
  • Travel requirements - Limited
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    Product Support Manager • Lexington, KY, United States