Product Support Manager
3 weeks ago
Chertsey | Hybrid (3 days in office, 2 days WFH) Duration : FULL TIME Permanent Role
We are looking for applicants with a background in QA and Testing with knowledge of Product Design and Production Stages and who have a passion for technology, particularly future tech (smart tech, IoT, wireless etc).
The main scope of the role is to coordinate the communications, tasks and actions, and act as the primary information point for the 16 technical support teams across Europe. The purpose of this team and role in particular is to apply QUALITY IMPROVEMENTS in the market across all product support channels for the entire VD (Visual Display) portfolio. A large part of the role will also be to coordinate technical samples and manage field-testing activities surrounding the launch of new products and liaise with the tech support teams across Europe regarding testing outcomes, trending accessories and third party Apps etc.
If you are interested in this full time position, please apply ASAP for immediate consideration. Close collaboration with the European VD Product Quality PIC, the wider Product Quality and Product Support teams and team members to ensure alignment and awareness on key business updates
Monthly consolidation, analysis and reporting of issues affecting operations effectiveness, completion or success, including Benchmarking practises, potential FAQ’s, new trends, tech/eco implementation practises. Also, correlate 3rd party issues and that potentially could influence or affect the product performance.
Coordinate technical samples and manage field-testing activities to ensure the status of launching product and engage with Subsidiaries’ testing outcomes, including impact of potential new trending accessories or third party Apps or other factors that could influence the product performance. Analyse and monitor on weekly and monthly basis the data related to Key Performance Indicators and provide insights, that link Product Performance to field operations and “read” trends and report to key partners in PQ team and HQ for alignment, adjustments or redesign on strategy and action plans.
Understanding of unusual product support and service quality operations, and unexpected performance trends, and link to failure factors, Service Bulletins (product improvement or service guidelines), SW improvements/upgrades and reproduce defective scenarios on samples to verify failure and collect feedback for escalations.
Deliver innovation and any form of new technologies to support product improvement and operation at best potential for driving customer engagement and satisfaction.
Drive and engage Subsidiaries for information and feedback on field operations, product support activities across all channels, and raise, consolidate and share to key partners potential recommendations and action plans to improve the efficiency and effectiveness, as an overview approach to customer satisfaction.
Workshops by participating on ideation, presentation files, minutes and actions follow up, in collaboration and alignment to EU Product Quality PIC for joint efforts on the VD product group events.
European or Global travel may be required occasionally subject to business needs.
BSc or equivalent degree in Computer Science, engineering or relevant field, or similarly relevant work experience.
Excellent knowledge and technical understanding on wireless technologies, server, platforms, Apps, networks connectivity, compatibility – previous experience would be an advantage.
Familiarity with the field support channels and related terms NPS, UX would be ideal.
Experience on participating on agile projects or working under agile practises.
Flexible & agile to adapt to workload changes.
Comfortable with basics on Microsoft Excel, Word and Power Point.
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