Product Support Manager: Drive Technical Excellence

Konica Minolta Australia; Sydney; On-site; AUD 90,000 - 130,000; 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, working with frontline staff to resolve issues and sharing knowledge across ANZ.

The role emphasizes escalation management, knowledge base development, and collaboration with manufacturers and internal teams to continually improve support quality 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

Technical background

Problem solving

Communication

Knowledge management

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, working with frontline staff to resolve issues and sharing knowledge across ANZ.

The role emphasizes escalation management, knowledge base development, and collaboration with manufacturers and internal teams to continually improve support quality and customer satisfaction.