Leads the Product Support team’s daily operations, including scheduling, prioritization, escalations, training, documentation, and performance management. Oversees customer and technical issue resolution, monitors support metrics, improves workflows, reduces repeat contacts, and enhances first-contact resolution and customer satisfaction. Collaborates with Product Success, Engineering, Operations, and other teams to communicate recurring product issues and customer feedback. Also supports Asian-make programming and related product assistance.

Leads insurer and strategic account relationships for automotive collision repair technology solutions. Develops enterprise partnerships, drives revenue and adoption, manages contract renewals and negotiations, aligns sales and account management teams, and builds executive relationships across insurance, repair, claims, parts, OEM, and technology ecosystems. Coaches account management employees and oversees strategic customer programs.

Develop embedded automotive diagnostic products, including PC boards, firmware, vehicle communication systems, and battery management hardware. Design electronic circuits and implement automotive protocols, while building validation tests, test systems, and product tools using C, C++, and C#. Debug and improve hardware, firmware, and software quality through testing and code reviews. Collaborate with technology teams and customers to resolve product issues and enhance diagnostic solutions.