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Product Support Manager

2 months ago


Chertsey, Surrey, United Kingdom March Personnel Full time
European VD Product Support Junior Manager

We are seeking an experienced European VD Product Support Junior Manager to join our client, a large global brand based in Chertsey. This is a hybrid role, with 3 days in the office and 2 days remote.

Main Scope of the Role

The successful candidate will coordinate communications, tasks, and actions, and act as an information point for the 16 technical support teams of European Subsidiaries. They will apply quality improvements in the market across all product support channels for the entire VD group portfolio, which includes conventional TVs, The Frame, Outdoor TVs, Projectors, Monitors, Soundbars, and other embedded new products.

Responsibilities
  1. Collaborate closely with the European VD Product Quality PIC, the wider Product Quality and Product Support teams to ensure alignment and awareness on key business updates.
  2. Coordinate technical samples and manage field-testing activities to assess the status of launching products and engage with Subsidiaries' testing outcomes.
  3. Analyse and monitor data related to Key Performance Indicators weekly and monthly, providing insights to link Product Performance to field operations.
  4. Understand unusual product support and service quality operations, linking to failure factors and Service Bulletins.
  5. Deliver innovation and new technologies to support product improvement and drive customer engagement and satisfaction.
  6. Engage Subsidiaries for information and feedback on field operations and product support activities.
Key Competencies
  1. Excellent knowledge and technical understanding of wireless technologies, servers, platforms, Apps, and network connectivity.
  2. Understanding of product design and production stages, software production cycles, and product life cycle.
  3. Familiarity with field support channels and related terms like NPS and UX.
  4. Proficient with Microsoft Excel, Word, and PowerPoint.
  5. Excellent English, oral and written; other language skills are an advantage.
  6. BSc or equivalent degree in Computer Science, engineering, or relevant field, or similarly relevant work experience.
Benefits
  1. Hybrid role (3 days office, 2 days remote).
  2. Holiday - 25 days per annum plus bank holidays and an additional day off for your birthday.
  3. Access to staff sales discount and Reward Plus shopping discount.
  4. Government pension auto-enrolment from 12 weeks with pension contribution.
  5. Onsite parking.
  6. Free Shuttle Bus service (from Weybridge & Woking Station).