Primary Purpose :
The Product and Customer Support Manager is responsible for leading the post-sale product support functions. The Product and Customer Support Manager coordinates both an outsourced and an internal customer service contact center, as well as technical, warranty, parts and accessory support teams.
In this role you will be responsible for providing analysis and summarized reporting of customer reviews, call center interactions and warranty issues.
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 their 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 Outdoor Power Equipment or Durable Goods Industries is a plus.
Education / Certification :
Bachelor's degree in business management is preferred, but will consider equivalent combination of education and experience.
Management Responsibilities :
A team of 6 to 7 direct reports.
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