Product Support Manager
Core
Oversee the entire product support lifecycle from inception to end-of-life, assisting front-line staff in resolving technical issues and managing escalations to manufacturers.
Role type
Product Support Manager
Builds
Product support lifecycle management and knowledge sharing across teams
Domain
Imaging and office equipment (printing, scanning, copying, cloud storage, robotics)
Deliverable
client delivery
Required skills
Technical troubleshooting, escalation management, knowledge base development, performance analysis, improvement program implementation, stakeholder collaboration
Preferred skills
Experience in knowledge management and self-service enablement, product launch support
Technologies
Imaging and office equipment systems
Responsibilities
Provide technical assistance to front-line support staff, escalate complex issues to manufacturers, develop and maintain a comprehensive knowledge base, monitor product performance and technician effectiveness, implement improvement programs, support product launch activities
