Product Support Manager

Description:

Position Summary

Provides technical support and information on Trenton products and their expected performance in response to customer calls and inquiries, and other duties as assigned. Employee will strive to satisfy the needs of customers with on-time delivery and continuous improvement in quality, products and services.

Essential Duties and Responsibilities

• Responsible for personnel management of Product Support Engineers i.e. resource assignments, performance management and cost management.
• Manage phone & e-mail support for Trenton customers & potential customers
• Provide timely reports on Customer issues to Sales & Engineering departments
• Train, supervise and help Product Engineers to solve problems and reduce unnecessary RMAs
• Support Production in resolving Legacy product issues as needed.
• Coordinate with Sales to maintain the highest level of customer satisfaction possible
• Support RMA process and resolve issues triaged by Production site RMA teams.
• Create and manage and disposition Customer Product Support Tickets in HubSpot.
• Create and Manage Dashboards to ensure department KPIs are met.
• Initiate and coordinate product changes in consultation with other engineering functions because of ticket resolutions.
• Inform Engineering department of anomalies that need correction or investigation
• Make recommendations to about new methods for qualifying boards and BIOS
• Function as Test Engineer or Test Engineering Lead as needed
• Attempt to identify improvements in efficiency in processes and improvements in services and products and provide input to continuous improvement team
• Identify and manage risk in products, processes, and environment

PM21

Requirements:

• Associates degree or equivalent, including experience
• Minimum of 4-year experience in Applications Engineering environment or equivalent
• Self-starter with knowledge of computing platforms, personal computers, high end servers and operating systems
• Familiar with standard PC peripherals such as GPU cards, RAID cards, Network interfaces, Optical Interfaces, com-ports, parallel ports, hard disk drives and controllers, video controllers, KVM, keyboard & mouse controllers - as well as associated cables, power supplies and backplanes
• Must be experienced with troubleshooting all aspects of Server operation - from problems turning on the initial display - to Hardware, BIOS, BMC & configuration-related aspects of system operation
• Thorough knowledge of all released Trenton Technology processors & backplanes, including capabilities and limitations of all the possible board configurations - especially operating system and driver installation

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