Product Support Manager: Drive Issue Resolution

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

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.