Product Support Manager

Internetwork Expert; Ryde; On-site; AUD 90,000 - 120,000; Full time

Job summary

Konica Minolta Australia is seeking a Product Support Manager to oversee the entire product support lifecycle, from inception to end-of-life. You will lead front-line staff, resolve technical issues and ensure effective knowledge sharing across ANZ teams.

The role requires a strong technical background, excellent problem-solving and collaboration skills, with a focus on knowledge management and self-service enablement to drive improvements and customer satisfaction.

Qualifications

• Strong technical background with experience in product support or a related field.
• Excellent problem-solving skills and the ability to manage escalations effectively.
• Strong communication and collaboration skills to work with internal teams and external partners.
• Experience in knowledge management and self-service enablement.
• Proven ability to analyse product and service performance and implement improvements.

Responsibilities

• Provide technical assistance to front-line support staff, ensuring timely issue resolution.
• Escalate complex issues to manufacturers when local solutions are ineffective.
• Develop and maintain a comprehensive knowledge base to enable end-users to self-service.
• Share technical expertise with direct and indirect teams across ANZ.
• Monitor product performance and technician effectiveness to identify areas for improvement.
• Implement and oversee improvement programs to enhance product support and service quality.
• Collaborate with stakeholders to foster communication and drive technical product evaluations.
• Support product launch activities to ensure a smooth market introduction and ongoing support.

Skills

Product support

Problem solving

Communication

Collaboration

Knowledge management

Self-service enablement

Performance analysis

Job description

About Us

Konica Minolta is innovative, robust and continually evolving. From printing, scanning and copying to cloud storage and robotics, our award-winning products and solutions help companies to transform and move information faster. Our people make this possible and as an organisation, we offer workplace flexibility, support diversity and promote events and activities to support wellbeing. We strive to create and maintain an inclusive workforce as diverse and capable as our class-leading solutions. We actively encourage women and those from diverse backgrounds to apply for our roles.

About the role

We are seeking a Product Support Manager to join our team. In this role, you will be responsible for overseeing the entire product support lifecycle - from inception to end-of-life. Your primary focus will be assisting front-line staff in resolving technical issues, escalating concerns to manufacturers as necessary, and ensuring effective knowledge sharing across teams.

Duties and Responsibilities

• Provide technical assistance to front-line support staff, ensuring timely issue resolution.
• Escalate complex issues to manufacturers when local solutions are ineffective.
• Develop and maintain a comprehensive knowledge base to enable end-users to self-service.
• Share technical expertise with direct and indirect teams across ANZ.
• Monitor product performance and technician effectiveness to identify areas for improvement.
• Implement and oversee improvement programs to enhance product support and service quality.
• Collaborate with stakeholders to foster communication and drive technical product evaluations.
• Support product launch activities to ensure a smooth market introduction and ongoing support.

What we're looking for

• Strong technical background with experience in product support or a related field.
• Excellent problem-solving skills and the ability to manage escalations effectively.
• Strong communication and collaboration skills to work with internal teams and external partners.
• Experience in knowledge management and self-service enablement.
• Proven ability to analyse product and service performance and implement improvements.

Essential Requirements

As per Konica Minolta compliance procedures, the successful candidate will be required to undertake background checks.

What can Konica Minolta offer you?

At Konica Minolta, you will enjoy a collaborative environment where you are supported to contribute ideas, lead your team and grow your own career. We are committed to diversity and inclusion, underpinned by a strong focus on ethical practices and corporate responsibility.

Equal Opportunities

We are committed to providing equal opportunities and actively encourage applicants from all backgrounds to apply, regardless of gender, age, sexual orientation, ethnicity, religion or disability.

If you require any adjustments or support during the recruitment process, please contact [e-mail].

Join our team and thrive in an environment built on strong collaboration, continuous learning and personal growth. Every day at Konica Minolta is an opportunity to share your ideas, influence change and work alongside colleagues with diverse backgrounds and experiences.