Product support manager job description

At Netflix, we are shaping the future of global entertainment because we believe there is a better way to watch. Our members need our help from time to time, and that's where our Global Customer Service (CS) organization focuses; providing amazing interactions with our subscribers around the world. Our goal is excellence, simplicity and getting our members back to streaming. Netflix is looking for a talented Product Support Operations Manager to join our Product Support Operations (PSO) team.

The Product Support Operations team is the bridge between Netflix CS teams and our partners in Product, Marketing, and other business functions, focusing on agent/operational readiness, customer self-service, facilitating insights, and driving improvements to the customer and agent experience. Product Support Operations Managers (PSOMs) are aligned by functional areas and are deep subject matter experts, advocates for the customer/agent experience, data-savvy influencers, and great communicators.
Responsibilities:

+ Provide key customer insights and feedback to the Product teams and other internal and external business partners and inform consumer product development with a clear understanding of how people use and feel about our product and what is driving customer service contacts, and advocating for a better user experience.

+ Responsible for operational readiness and effective communication of product features and changes to customer service agents through internal Knowledge Base content and other communication channels.

+ Responsible for creation and updates of relevant Help Center content (help.netflix.com) and self-service tooling to ensure customers who seek help will find resolution to the most frequently asked questions

+ Leveraging multiple data sources to provide data-driven analysis and recommendations.

Qualifications:

+ 4+ years' experience in one or more of the following areas: Program Management, Product Management, Project Management, Product Marketing or Customer Support.

+ Experience in gathering business insights and identifying trends from data, including a combination of data from multiple sources.

+ Excellent writing and communication skills.

+ Strong user experience focus and experience, preferably with consumer web or related products.

+ Experience in working with global teams across different time zones.

+ Familiarity with customer service environment a huge plus.

+ Desired qualities: Innovative thinking, curious, action oriented, ability to drive improvements, strong relationship builder, excellent analytical and problem solving skills, superior communication skills, highly adaptable, and able to thrive in a fast-paced environment.

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

The individual will serve as a knowledgeable liaison for the Customer, Dealer, Region, and National Account Manager for Product Support related issues and opportunities.

Key communicator and organizer of product problem management, continuous improvement and customer support with the objective of reducing ownership costs through education, awareness and engagement.
Scope

Supports Key Accounts as assigned by Manager by performing the Key Job Responsibilities listed below.

Engages in all aspects of Product Support including but not limited to parts, service, technical, telematics, publications, software, training, trade shows and project management

Key Job Responsibilities


Promotes One Komatsu with urgency, empathy, integrity, persistence and passion Communicates with key customer contacts on a regular basis to seek out opportunities to remove any barriers to a strong customer ownership experience Interacts with internal and external personnel to resource technical, product, parts, training, application, regulatory, warranty, goodwill and telematics guidance Develops rapport with dealers and customers alike to reduce frustration in emotional issues such as parts availability, misdiagnosis or product problems Takes a unified "Team Approach" toward problem resolution, initiative creation, training organization and other events whereas National Account Product Support guidance is required Travels to locations as needed to objectively interact with a situation, inspect a condition or failure and enlist dealer/customer/regional personnel expertise and/or information Directs customer inquiries to the personnel best positioned to provide the proper answers or support.Follows up and follows through to ensure the inquiry was adequately responded, understood and applied Provides feedback to customers on how to decrease unscheduled downtime, reduce operating costs, increase productivity, availability and performance within the guidelines of the OMM Assists customers in getting enrolled in web services, portals, training and other events in which registration is required Seeks out opportunities to encourage Genuine Komatsu parts and dealer services Sets up and facilitates scheduled follow up calls and visits as the customer relationship requires Communicates with clarity in writing, presentations or verbally Maintains reports with consistency, accuracy and timeliness



Qualifications/Requirements



Must be able to recognize unsafe acts or conditions and eliminate them Must conduct self in a manner that promotes a positive image of Komatsu America Must be willing to travel as situations arise Must be personable, empathetic and a good listener Must be self-directed, resourceful and self-motivated to ensure optimal usage of time Must have a valid driver's license and able to possess industry certifications as needed for the industries served Must have reasonable mobility to navigate uneven, soft, muddy ground and climb on and around equipment of various sizes in various postures Must be able to speak to large groups of various backgrounds, education, experience levels and ethnicities College degree or equivalent technical and business background preferred 5 years or more experience in construction/aggregate industry preferred



Additional Information


Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.


Nearest Major Market:
Chicago

Santa Clara Valley (Cupertino),California,United States

Support and Service

+ 3-5 years experience managing projects or programs, including large, cross-functional, contact center, support initiatives, and software technology

+ Proficient in iterative UI design best practices for voice and web applications; feature development in close collaboration with cross-functional stakeholders; ability to make time vs. complexity tradeoffs

+ Advanced understanding of Genesys framework; Genesys outbound solutions; Genesys Sip Server Genesys Routing Server; Genesys InfoMart

+ Experience with WebRTC, VOIP/SIP, codec conversion as it relates to audio and video communications from application client endpoints connecting to enterprise applications. Experience with Voice platforms such as FreeSWITCH, Asterisk is a plus.

+ Excellent oral communication and visual presentation skills to help others understand design rationale with the ability to explain product decisions to non-technical partners,

+ Exceptional interpersonal skills; thrives in highly collaborative projects; effective at building consensus; handles high stakes decisions with ease with the ability to cut through ambiguity

+ Available to travel for support product development and deployment initiatives

**Description**

A successful candidate will have the right balance of program management, project management, and technical knowledge to successfully deliver complex support projects in Apple's fast-paced environment. We are looking for an individual with a proven track record delivering projects with complexity at scale while meeting business objectives. Someone self-motived, who can grasp technical concepts quickly and adapt to change, while also being an effective liaison between business groups As a project manager you will have to manage risk, expectations, and outcomes throughout the whole project lifecycle. This is a complex and fast-paced, cohesive team with aggressive goals and tremendous drive.

**Education & Experience**

BA or BS degree, plus 3 -5 years related work experience Major in Computer Science, Computer Engineering, Business or demonstrated comparable work experience

**Additional Requirements**

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