Product Customer Support Manager

With over 10+ years of experience in the laser engraving industry, OMTech is a trusted name in the laser engraving community. At OMTech, our passion for laser machines and the engraver community we serve is our source of pride. 

The Product Customer Support Manager at OMTech Laser is responsible for overseeing the technical support team, ensuring high-quality customer support, and maintaining service excellence. This role involves managing daily operations, providing technical guidance, and supporting the development of team members. The Product Customer Support Manager will ensure timely and effective resolution of technical issues and contribute to the continuous improvement of support processes. This person will report directly to the Chief Operating Officer (COO) and must be flexible to accommodate meetings with our China team during after-hours at least 2-3 times a week.

Requirements

Key Responsibilities

• Technical Support Leadership: Lead and manage a team of technical support specialists responsible for providing assistance to customers experiencing issues with OMtech 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. 
• 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.

Benefits