Job Title: Product Customer Support Manager
Position Type: Full-time
Location: Anaheim, California
Salary Range / Rate: $65,000 - $80,000
Job ID#: 149444
Bilingual - Fluent in English and Mandarin - "Proficiency in Mandarin is required as the successful candidate will have communications with China team."
Company: A leading company in the laser engraving industry
Key Responsibilities:
Technical Support Leadership: Lead and manage a team of technical support specialists responsible for providing assistance to customers experiencing issues with laser systems. Provide guidance, training, and mentorship to ensure the team delivers high-quality technical support services.
Customer Escalations: Serve as the escalation point for complex technical issues that cannot be resolved by front-line technical support staff. Investigate escalated cases, analyze root causes, and work with internal teams to develop and implement solutions to address customer concerns effectively.
Problem Resolution: Assist technical support staff in diagnosing and troubleshooting technical issues reported by customers. Provide expertise and guidance in resolving technical problems related to laser system operation, software functionality, hardware components, and system integration.
Customer Communication: Maintain regular communication with customers to provide updates on the status of escalated cases, gather additional information as needed, and ensure timely resolution of technical issues. Foster positive relationships with customers by demonstrating empathy, professionalism, and a commitment to customer satisfaction.
Technical Documentation: Develop and maintain technical documentation, including troubleshooting guides, knowledge base articles, and FAQs, to assist customers and technical support staff in resolving common technical issues efficiently. Ensure that documentation is accurate, up-to-date, and accessible to all relevant stakeholders.
Quality Assurance: Monitor the quality and consistency of technical support services provided by the team. Conduct regular reviews of support interactions, provide feedback and coaching to team members, and identify opportunities for improvement in processes, procedures, and service delivery.
Training and Development: Coordinate and facilitate training sessions, workshops, and skill-building exercises for technical support staff to enhance their technical knowledge, troubleshooting skills, and customer service capabilities. Promote a culture of continuous learning and professional development within the team.
Performance Management: Set performance goals and objectives for technical support staff, monitor performance metrics and KPIs, and provide regular performance feedback and evaluations. Recognize and reward top performers and provide support and guidance to team members who may be struggling to meet expectations.
Qualification and Skills:
Must Haves:
- Bachelor's degree in engineering, Computer Science, or related field.
- 5+ years of experience in customer or technical support roles in a product-based company, with at least 2 years in a leadership position.
- Mandarin Chinese language requirement is a must as there are communications with China team.
- Strong troubleshooting skills and the ability to diagnose and resolve complex product based technical issues in a timely and effective manner.
- Excellent communication and interpersonal skills, with the ability to convey product technical information clearly and concisely to both technical and non-technical audiences.
- Leadership and team management abilities, with experience in coaching, mentoring, and developing the team.
- Customer-focused mindset with a commitment to delivering exceptional technical support and ensuring customer satisfaction.
- Proficiency in technical documentation, including the creation and maintenance of troubleshooting guides, knowledge base articles, and FAQs.
- Familiarity with CRM systems, ticketing systems, and other tools used for technical support case management and tracking.
Nice to Haves:
In-depth knowledge of laser systems, laser technology, and related components, including laser sources, optics, control systems, and software applications.
What We Do
IntelliPro Group Inc. is one of the fastest growing IT services and HR solutions companies in Americas & APAC. We provide comprehensive IT services to help clients with IT Strategic Planning, Implementation, Deployment, IT Support on Artificial Intelligence, Big Data, Cloud Computing, Mobile Application Development, Data Mining and Business Intelligence, Enterprise Data Warehouse, and more.
Besides our established IT services, our new business now is quickly extending to one-stop HR Solution Services, including Oversea Branch Setup Consulting, Compensation & Benefits Policy Consulting, Payroll Management Service, Talent Recruiting, and Employer Branding to satisfy our clients’ fast business expansion requirement.
We have built our business on our company-wide commitment to continually overdeliver on the high expectations of our clients, employees, and business partners. The secret to our success is that our unified team works harder, faster, smarter, and more collaboratively than anyone else in the talent acquisition business. In addition to the immense talent and proprietary technology, IntelliPro Group is proud to offer continual professional development and extraordinary benefits to both consultants and full-time employees.
