Job Overview

• The Product Support and Business Manager is responsible for overseeing the seamless functioning of product support operations while also playing a pivotal role in the strategic management of business objectives.
• This role involves coordinating with various teams to ensure the timely resolution of product-related issues, enhancing customer satisfaction, and driving business growth through effective planning and execution.

Responsibilities
Product Support Management:

• Serve as the primary point of contact for product support queries and issues from both internal teams and external customers.
• Develop and implement strategies to streamline product support processes, ensuring prompt resolution of customer concerns.
• Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to address technical issues and enhance product performance.
• Assist clients in developing the right technical specifications for their projects involving a partner range of products.
• Monitor support metrics and analyze data to identify trends, areas for improvement, and opportunities to enhance customer experience.
• Provide guidance and training to support staff to ensure high-quality service delivery and adherence to best practices.

Customer Relationship Management:

• Build and maintain strong relationships with key customers, understanding their needs and addressing concerns effectively.
• Gather feedback from customers regarding product performance, features, and usability, and communicate insights to relevant teams for product enhancement.
• Act as an advocate for customers within the organization, ensuring their voice is heard and their concerns are addressed promptly.
• Attend partner trainings and authorize as the subject matter expert and focal point of interface on sales, system installations and products upgrade.

Business Strategy and Planning:

• Contribute to the development of product roadmaps and business strategies, aligning them with market trends, customer feedback, and organizational goals.
• Analyze market dynamics, competitive landscape, and industry trends to identify opportunities for product innovation and business growth.
• Collaborate with sales and marketing teams to develop go-to-market strategies, product positioning, and promotional campaigns.
• Monitor business performance metrics, such as revenue, profitability, and market share, and develop action plans to achieve business targets.

Project Management:

• Work on bids and tenders; generated technical, solution architecture and commercial proposals for projects.
• Lead cross-functional projects related to product support, business development, and process improvement initiatives.
• Define project scope, objectives, timelines, and resource requirements, and ensure timely project delivery within budget constraints.
• Coordinate with stakeholders across different departments to ensure alignment and effective communication throughout the project lifecycle.

Risk Management and Compliance:

• Identify potential risks and compliance issues related to product support operations and business activities, and develop mitigation strategies.
• Stay updated on industry regulations, standards, and best practices related to product support and business management, ensuring compliance with relevant requirements.

Requirements

• Bachelor’s Degree in Mechanical or Electrical Engineering or related field (Master’s degree preferred).

COREN / MNSE:

• Certification will be an added advantage.
• Proven experience in product support, customer service, or technical support roles, preferably in a technology-driven environment.
• Strong analytical and problem-solving skills, with the ability to analyze data, identify patterns, and make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, stakeholders, and team members at all levels.
• Project management experience, including the ability to lead cross-functional teams and manage multiple projects simultaneously.
• Knowledge of business strategy development, market analysis, and financial modeling.