Manager, Product Support Job Description

Manager, Product Support Job Description

188 votes for Manager, Product Support
Manager, product support provides basic Tier1 and Tier2 support for DPE program related software, utilities, and web-related tools for pilot clinics across UCSF Health.

Manager, Product Support Duties & Responsibilities

To write an effective manager, product support job description, begin by listing detailed duties, responsibilities and expectations. We have included manager, product support job description templates that you can modify and use.

Sample responsibilities for this position include:

Drive operational planning to ensure that the operating unit is positioned to exceed client needs relative to department activities
Ensure the execution of key Operations initiatives and activities supporting timely delivery of critical business success measurement goals as defined in Operations
A process subject matter expert who identifies opportunities for optimizing business productivity while demonstrating and ensuring data integrity expertise throughout the process
Act as key influencer driving productivity, efficiency and effectiveness initiatives (PE&E)
A thought leader who maintains an understanding of the issues on the client's agenda and shares information and key updates with the Operations team
Work closely with their department Director on team development and resource planning efforts
Partner and actively interact with Operations leadership and technical lead colleagues as a productive and collaborative member of the Operations team
Maintain awareness of industry regulation changes / incidents, and ensure regulatory guidelines and compliance standards are adhered to within Operations
Oversee teams that support the trading of Annuities and Insurance, Mutual Funds, UITs, Alternative Products and Proprietary Advisory Services
Serves as a point of escalation for customer issues

Manager, Product Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Manager, Product Support

List any licenses or certifications required by the position: PMP, POS, PMI, ITIL, DML/CPL, KCS, CISSP, DFSS, II, PRINCE

Education for Manager, Product Support

Typically a job would require a certain level of education.

Employers hiring for the manager, product support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Engineering, Technical, Business, Computer Science, Education, Marketing, Management, Finance, Information Systems, Technology

Skills for Manager, Product Support

Desired skills for manager, product support include:

Database software
Microsoft Office Suite
Related development tools
Relevant authoring utilities and software
Procedures and practices within assigned functional area
FIS products and related services
Basic IT technologies
Excel and PowerPoint for presentations and reports
Network devices
Operating systems

Desired experience for manager, product support includes:

Possess understanding of the technical architecture and the general suite of industry products available within Support delivery solutions
Bachelor’s degree with 5-7 years of relevant experience and a proven track record with demonstrated advancement in leadership roles
Troubleshoot technical issues that have been escalated by internal teams
Using internal tools, track product issues, defects and escalations
Escalate support cases that require engineering resolution with detailed replication steps to ensure teams can efficiently tackle the issues
Managing complex customer relationships, working through complex customer situations and positioning difficult messages

Manager, Product Support Examples


Manager, Product Support Job Description

Job Description Example
Our company is looking for a manager, product support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, product support
  • This position requires remote management as employees are based in Seattle and Palo Alto
  • Analyzes productivity and support data in order to identify trends
  • Drive operational excellence in everything we do
  • Ensures the Quality Assurance and Development teams are aware of issues with the software that lead to support calls/emails, in attempt to keep support demand low
  • Product owner—prioritizes software updates for programming team
  • Internal Training—available to assist all staff with technical ERISA issues and questions
  • External Training—presents large scale webcasts to customers and prospects
  • Oversees compliance changes by drafting/reviewing technical updates for customers
  • Provides technical support to Sales staff and is available to provide guidance with ERISA technical questions from prospects
  • Quality control—reviews and drafts customer communications and support materials
Qualifications for manager, product support
  • Experience in large-scale integration projects a plus
  • Ability to build consensus among peers, across functional teams, and in reporting chain
  • Adept dealing with highly complex issues relating to scalability, data management and system integrations
  • Familiarity with Agile principles and practices
  • A strong desire to improve education using new technology and enabling tools
  • Ability to communicate clearly and influence change through others

Manager, Product Support Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of manager, product support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager, product support
  • Delivering high levels of customer advocacy and customer service excellence
  • Performing the account management function for and related to OE customers aftermarket activities
  • Monitor the aftermarkets operating performance relative to established KPI’s, LTA’s, PSA’s and customer performance expectations and ensure that pro-active steps are taken to correct unsatisfactory conditions
  • Support the Retrofit, Modification and Upgrade (RMU) generation, development and management process
  • Manage contractual customer penalty claims (warranty, DMCG etc)
  • Contributing to the deployment and maintenance of a successful regionalised support structure
  • Working with peers across CSS to drive standardization and continuity of product support practices wherever possible across global sites
  • Managing the sites LRU rotable pool
  • Representing the company as appropriate in its relationships with major aftermarket customers, suppliers and competitors
  • Playing an active part in the DLA/’control tower’ process
Qualifications for manager, product support
  • Resolving inefficiencies in tools, process and workflows finding new methods of efficiency to support our key business partners
  • Strongly preference for customer service desk experience
  • BA/BS in related area of focus, CS degree desired
  • Minimum 2-5 years experience, preferably in business applications development
  • Experience with Salesforce, Workday, Oracle, or other 3rd party business applications
  • Demonstrated practical experience & technical knowledge of Biological & Sterile

Manager, Product Support Job Description

Job Description Example
Our company is growing rapidly and is looking for a manager, product support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, product support
  • Acts as US expert on specified product lines, and supports product escalations, support, and service product management of those products
  • Interacts with WW and Cross business unit service groups to provide information, share best practices, identify areas of collaboration and knowledge sharing applicable to those groups' requirements
  • Exercises responsibility for employee training and development, and motivation
  • Implements the Division's Affirmative Action Plan as it applies to the function supervised
  • Ensures Environmental, Health and Saf ety (EH&S) training through facilitating the development and implementation of safety awareness programs
  • Establishes and communicates departmental objectives and implements plans to assure attainment
  • Translates departmental goals into performance objectives for each team member and measures departmental and individual performance against plan
  • Carefully prepares and presents employee work plans and performance appraisals on time
  • Jointly develops and implements an employee development plan for each team member
  • Recommends tactical strategies and improvement ideas to senior management
Qualifications for manager, product support
  • B.S (Computer Science, Mechanical, or Industrial Engineering) or equivalent preferred
  • Excellent communication skills, to be able to discuss technical & functional issues/solutions, in highly escalated situations, with executives, support & customer personnel
  • Plus, years of experience in a management or other leadership role (preferably in a support environment)
  • Bachelors degree in economics, finance, computer science or related field
  • Works well with internal and external teams independently
  • Minimum 6 years combined experience in QA and/or Development/Operations/Pharmaceutical Engineering function in Pharmaceutical environment

Manager, Product Support Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of manager, product support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for manager, product support
  • Gather competitive, industry, and segment documentation to support competitive materials and presentations and update product documentation on SharePoint and
  • Lead implementation of RFP/Due Diligence software, establishing process, coordinating content acquisition and training organization
  • Responsible for handling customer inquiries and communications that rise to his or her level
  • Ensures compliance with all OEM policies and procedures for training, warranty
  • Design goal-driven marketing plans for particular audience segments across owned, paid, and earned media channels - supported by a rationale for why, when, and how each channel should be used
  • Create messaging that fits the audience mindset/needs and maximizes the strengths of each channel or communication experience
  • Work with Product Management to establish a continuous feedback loop (encompassing market trends, customer needs, and competitive factors) to influence the product development roadmap and mitigate product gaps
  • Collaborate with Sales to understand & support ongoing enablement, and maximize impact of messaging for the midmarket and enterprise audience
  • Candidate will be responsible for daily operations of a team or work unit
  • Assign work schedules
Qualifications for manager, product support
  • Bachelor's degree in information technology, computer science, business administration or other fields of study
  • A high level of confidence, integrity, and hands on approach to problem solving are required professional executive presence for interacting with and influencing DoD decision makers, senior management and executives internal and external to the company
  • Knowledge of military aircraft programs in the acquisition phases of development, production and sustainment operational understanding of land, shipboard and deployed aviation sustainment activity
  • Strong aerospace technical background
  • 2-3 years experience in aftermarket support preferred, with proven supervisory / managerial skills
  • Knowledge and experience with continuous improvement techniques

Manager, Product Support Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of manager, product support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for manager, product support
  • Work with marketing and the CSC SPD Technology Finance team to roll out new products and capabilities and deliver training
  • Manage programs thru reporting, KPI’s and results
  • Own the product cradle to grave (The Financial Product Lifecycle)
  • Exercises independent judgment and discretion in planning and organizing customer support activities in order to ensure customer satisfaction
  • Manages and directs the activities of the customer support staff
  • Responsible for hiring, training, rewarding and disciplining subordinates
  • Interprets and administers company policy for team members
  • Responds to escalated customer issues and resolves in a timely manner
  • Communicates critical customer issues, metrics and known issues to senior management in a timely manner
  • Works with leads to ensure staffing is adequate to handle call volume
Qualifications for manager, product support
  • Minimum of five to eight years experience in leadership position with aforementioned responsibilities
  • Ability to define system problems, collect data, establish facts, identify root causes, and draw valid conclusions
  • Proficient in writing engineering reports
  • Ability to effectively communicate and present status, action, recommendations, and other technical information with clarity and precision
  • Ability to establish and track performance to goals and objectives to complete projects and provide status to lead and the team at project milestones
  • Demonstrated leadership skills in development of staff, performance and talent management

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