Manage all aspects of the Product Support/Service Center Department. Provide suggestions for new products and improvements to existing products.

Duties and Responsibilities:

• Supervise product support/service center staff, assist with calls and e-mails if necessary
• Recruit and train product support/service center staff as needed
• Assist with technical support for things unknown by current associates
• Review with staff regarding defective product agreements with customers, and identify efficient methods for the customer and Legacy regarding handling, processing, etc.
• Monitor and report on end user product issues
• Assist Product Development with suggestions on products that should be reviewed for improvement opportunitiesOther related duties as assigned and / or required.

Qualifications:

• 5+ years’ experience supervising and managing product support service center department
• Excellent interpersonal and communication skills to work with customers, suppliers and employees at all levels throughout the organization
• Well organized, accurate and detail oriented
• Knowledge of the company’s products and their use
• Naturally pro-active with a sense of urgency
• Mechanically inclined
• Excellent time management and project management skills
• Excellent problem-solving skills
• Exhibits a creative “out-of-the-box” approach to challenges
• Ability to read, understand and communicate technical documentation
• Strong computer skills using Microsoft Office products: Excel, Word, PowerPoint, Outlook and Teams
• Proficient knowledge of ERP system (SAP preferred)
• Advanced spreadsheet and numerical analysis skills