Job Description
Responsible for the day to day management of assigned product group including support documentation, reporting on product reliability, life cycle costs, warranty, reliability, performance, field campaigns, technical assistance and publications. This position will also be responsible for planning and managing the aftermarket support activities such as spare parts and technical information. This position reports to the General Manager of Customer Support in Technology Business Development.
25% Technical Support
Primary resource for technical troubleshooting/problem solving information. Core member of product team, represents customer/field product concerns, direct service communications and after-market support. Share product team responsibility of product quality, reliability, cost to manufacture and cost of ownership for both the company (warranty) and the end user. Produce technical support information and qualifies Help Desk entries by product specialists. Active in marketing development activities (VOT), customer visits and provides internal support for sales staff. Training/coaching and resource for technical information. Review and approve technical content of scripts, videos, and other media products.
25% Product Performance and Field Support
Responsible for ensuring our service support channel has the necessary technical and replacement parts stock information. Direct product related field support activities by monitoring and evaluating product performance trends including reliability, customer acceptance, warranty cost and customer cost of ownership. Participate in prioritizing and initiating product team activities to improve product reliability, customer acceptance and reducing warranty costs both reactively and proactively. Direct field campaigns, support literature and dealer communications. Make routine field visits to enhance product support activities such as making routine visits with product team, train and support Regional Service Managers, solve product issues, make dealer visits to enhance dealer support and assists in product/market research.
25% Communication/Technical Publications
Service: Initiate, direct and approve final product on manuals/guides, technical service bulletins and field modifications and determines field distribution of the field mods. Also initiate, direct and approve electronic media (videos, CD-ROM and Internet). Sales: Provide input to sales promotional material and spec sheet feature descriptions.
25% New Product Development/Releases
Actively participate in engineering design reviews and in marketing plan (VOT). Produce service release package and prepare/train internal and external staff.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
-5-7 years related technical experience/background
Associate degree in Electronics, Robotics or related course
Non-degree considered if 6+ years of related experience along with a high school diploma or GED
-customer/client facing experience- this role will interact with sales, IT, etc.
-knowledge of technical deployments
- Product management background – 3+ years
Nice to Have Skills & Experience
- Five to seven years of experience in customer support of similar/related technical equipment.
- Management experience- this role will have 1 direct report
- Industry experience
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.