Support & Product Specialist

2 weeks ago

Chertsey Surrey, United Kingdom Ntrinsic Consulting Full time

Job Description The European VD Product Support Junior Manager
You will join the team of European Product Quality & Lifecycle Strategy, which is part of the Service & Quality team, and belongs to the department of European Customer Satisfaction Operations team.
Main scope of the role is to coordinate the communications, the tasks and actions, and act as information point for the 16 technical support teams of European Subsidiaries, for applying quality improvements in market across all product support channels, for all VD group portfolio that ranges from conventional TVs, The Frame, Outdoors TVs, Projectors, Monitors, Soundbars and other embedded new products, SmartThings
Key responsibilities include 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, collaborate with the VD GBM in HQ for NPI – New Product Launch market readiness, with all related Product documentation, Product Support operations and Product Guidelines on the field and all key support channels, and also engage and align with key partners in ECSO, Subs and HQ for critical metrics achievement  Identification of product technical issues/trends and escalation and communication with European subsidiaries and HQ to ensure effective and timely resolution. 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
Contribute on the weekly conference calls with Subs and the annual VD group 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 occasionally be required subject to business needs

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
Excellent English, oral and written – other language skills is an advantage
BSc or equivalent degree in Computer Science, engineering or relevant field, or similarly relevant work experience

Comfortable to work remotely and engage other functions/regions  Comfortable to work in a fast-paced environment
The candidate would potentially acquire a confident view on Product Support operations and timeline needs over product lifecycle and market seasonality, close collaboration and engagement with key partners and mainly the VD Product Quality Manager and corresponding PIC in 16 Subs, and would have good understanding on influencing market factors and improvement needs on the field  Success to be measured based on efforts, engagement levels, contributions on the regular weekly activities the efficiency of actions and effectiveness on communications and escalations  Primary and weekly achievement would include communications with the key partners in PQLC team, Subsidiaries and HQ, follow up on actions plans and awareness on key team critical metrics trends
Proactive attitude, progressive approach, enthusiastic for improvement, eager on permanent solutions and good relationship establishment would be the ideal behaviours to succeed in this role

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