Customer Product Support Manager

$65,000 - $80,000/Yr

Oceania Group - Anaheim, CA

Full-time - Mid Level

Anaheim, CA

Plastics and Rubber Products Manufacturing

About the position

The Product Customer Support Manager at OMTech Laser is responsible for leading the technical support team, ensuring high-quality customer service, and maintaining service excellence. This role involves managing daily operations, providing technical guidance, and supporting team development. The manager will ensure timely resolution of technical issues and contribute to the continuous improvement of support processes, reporting directly to the Chief Operating Officer (COO).

Responsibilities

• Lead and manage a team of technical support specialists providing assistance to customers with OMTech laser systems.
• Serve as the escalation point for complex technical issues that cannot be resolved by front-line staff.
• Assist technical support staff in diagnosing and troubleshooting technical issues reported by customers.
• Maintain regular communication with customers to provide updates on escalated cases and ensure timely resolution of issues.
• Develop and maintain technical documentation, including troubleshooting guides and FAQs.
• Monitor the quality and consistency of technical support services provided by the team.
• Coordinate and facilitate training sessions for technical support staff to enhance their skills.
• Set performance goals for technical support staff and provide regular feedback.

Requirements

• 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 proficiency is required.
• Strong troubleshooting skills to diagnose and resolve complex technical issues.
• Excellent communication and interpersonal skills for conveying technical information clearly.
• Leadership and team management abilities with experience in coaching and mentoring.
• Customer-focused mindset with a commitment to delivering exceptional support.
• Proficiency in technical documentation and maintenance of support resources.
• Familiarity with CRM systems and ticketing systems for case management.

Nice-to-haves

• In-depth knowledge of laser systems, laser technology, and related components.