The Manager, Product Support’s primary responsibilities revolve around orchestrating and managing the second and third tier service team for T2’s PARCS solution, assuring that the team is prepared to execute on their responsibilities of collecting, documenting, and analyzing detailed information from customers regarding issues/questions on T2’s solutions, determining the appropriate resolution to customer needs, and assuring the team (and individuals) are prepared to execute on delivery of various projects including those related to customer communications, customer training, and creation and editing of documented content for staff and customers.
Essential Position Functions
Manages the team to diagnose and resolve hardware, software, and application issues through timely phone and email support. Utilizes daily management to measure and improve progress towards operational and customer satisfaction goals.
Evaluates error messages, sample data, log files, and customer input – and combines with the application of technical knowledge and knowledge of T2’s solutions, in addition to test environments to work through customer issues and arrive at proposed resolutions.
Manages the human resources needed to address cases that cannot be handled within the first tier and escalating cases that require attention by another team.
Analyzes and determines the proper escalation channel when appropriate, assuring that the appropriate T2 personnel receive all the necessary information to resolve the issue in question.
Consults with customers and/or other technical staff to evaluate and recommend solutions to issues/questions regarding hardware, software, data communications, service maintenance and repair, and other services associated with problem resolution. Sets up and documents tests verifying proposed solutions as appropriate.
Establishes strategy and implements processes for worldwide service and support of new products including recording tasks and case time in appropriate systems.
Ensures systems are in place to capture quality and customer satisfaction issues and leads cross-functional efforts to countermeasure with product, process, training, documentation and/or communication.
Addresses customers' issues/questions quickly and efficiently, while maintaining and providing great service quality to our customers.
Collects and analyzes detailed information from customers and determines the appropriate method of resolution. Exercises sound professional judgment in analysis of problem performing hardware/software resolution by phone and electronic communications; or decides proper level of troubleshooting required to resolve the problem and escalate as appropriate.
Proactively and aggressively pursues information, documentation, and training that will enable the individual team members to quickly and effectively address customer issues or questions.
Creates training materials to be used by other T2 staff and T2 customers.
Directs team to develop content for and deliver onsite troubleshooting, installation, and training to customers and service partners.
Maintains clear and comprehensive documentation of cases submitted by customers including proposed solutions attempted to resolve the problem and final resolution. Populates and maintains the solutions database with clearly documented solutions to problems and questions.