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Product Support Manager
2 months ago
European VD Product Support Junior Manager
Job Summary
We are seeking an experienced European VD Product Support Junior Manager to join our client, a leading global brand in the consumer electronics industry. The successful candidate will be responsible for coordinating the communications, tasks, and actions of 16 technical support teams across European subsidiaries, ensuring quality improvements in market across all product support channels.
Main Responsibilities
- Collaborate closely with the European VD Product Quality PIC, Product Quality, and Product Support teams to ensure alignment and awareness on key business updates.
- Identify product technical issues/trends and escalate and communicate with European subsidiaries and HQ to ensure effective and timely resolution.
- Coordinate technical samples and manage field-testing activities to ensure the status of launching products and engage with Subsidiaries' testing outcomes.
- Analyse and monitor weekly and monthly 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.
- Understand unusual product support and service quality operations, and unexpected performance trends, and link to failure factors, Service Bulletins (product improvement or service guidelines).
- Deliver innovation and 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 efficiency and effectiveness.
Key Competencies
- Excellent knowledge and technical understanding of wireless technologies, servers, platforms, Apps, networks connectivity, compatibility.
- Understanding of product design and production stages, SW production stages and cycles, product life cycle.
- Understanding of trends on graphs/charts.
- Passionate about technology and innovation.
- Comfortable with basics on Microsoft Excel, Word, and Power Point.
- Excellent English, oral, and written other language skills.
- BSc or equivalent degree in Computer Science, engineering, or relevant field, or similarly relevant work experience.
Benefits
- Hybrid role (3 days office, 2 days remote).
- Holiday - 25 days per annum plus bank holidays and an additional day off for your birthday.
- Access to staff sales discount and Reward Plus shopping discount.
- 3 x volunteering days each year.
- Government pension auto-enrolment from 12 weeks Pension contribution.
- Excellent subsidised staff restaurant.
- Onsite parking.
- Free Shuttle Bus service (from Weybridge & Woking Station).
