Product support managers are in charge of managing product support efforts on behalf of their organization, organizing support tasks, and delegating activities in their department. They must have excellent communication abilities in order to lead a group of professionals in meeting all company objectives. They also work with other managers, sharing crucial product support data and resolving issues as they arise.
One of their main responsibilities involves ensuring product quality control and rectifying any potential issues before shipping. They must utilize their advanced analytical and problem solving skills to make such product decisions. They also participate in business meetings to suggest innovative support strategies to raise product recognition.
Those in this position work in a fast-paced environment with tight deadlines, and must have advanced knowledge of the latest technologies. They must also identify technical problems, manage product performance using established metrics, and work efficiently by themselves with minimal supervision. Another main responsibility involves facilitating client and company communication by helping resolve customer complaints. They use a personal computer as a main tool to interact with department members, as well as respond to external product feedback.
Product support managers must be proficient in troubleshooting methods, as well as office software for modifying support plans. They must report their progress to the product support vice president in their organization. Above all, they provide excellent client service, and strive to develop brand loyalty. A Bachelor's degree in Management, Business Administration or a similar field is required for this job. Previous years of work experience in a managing capacity and industry/leadership certifications can be helpful