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 resourcesThis 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. citizenMust pass drug and alcohol testingMust be able to read and write effectively in EnglishMust 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