LED Product Support Manager - Lighting

Confidential • Full-time • Highland, New York State, United States • $75k - $90k / year • 1w ago

LED Product Support Manager

Job Summary: We are seeking a dynamic and experienced LED Product Support Manager to lead our team in the lighting industry. This role involves overseeing the technical support department, ensuring exceptional customer service, and driving the continuous improvement of support processes. The ideal candidate will possess extensive knowledge of lighting systems and a passion for mentoring and developing a high-performing support team. This is not an IT position.

Key Responsibilities:

Team Leadership: Manage and mentor the technical support team, providing guidance, training, and professional development opportunities.
Customer Support: Ensure the delivery of high-quality technical support to customers, addressing and resolving complex technical issues.
Process Improvement: Develop and implement strategies to enhance support processes and customer satisfaction.
Collaboration: Work closely with other departments, including sales, product development, and marketing, to address customer feedback and improve product offerings.
Reporting: Monitor key performance indicators (KPIs) and generate regular reports on support team performance, customer satisfaction, and issue resolution.
Escalation Management: Handle escalated technical issues and provide expert-level support when necessary.
Documentation: Oversee the creation and maintenance of technical documentation, FAQs, and knowledge base articles.
Innovation: Stay updated on industry trends and emerging technologies to ensure the support team is equipped with the latest knowledge and tools.

Qualifications:

Education: Bachelor's degree in Electrical Engineering, Lighting Design, or a related field (or equivalent experience).
Experience: Minimum of 5 years of experience in technical support, with at least 2 years in a managerial or supervisory role within the lighting industry, preferred.
Technical Skills: Deep understanding of lighting systems, controls, and equipment.
Leadership Skills: Proven ability to lead and motivate a team, with strong interpersonal and communication skills.
Problem-Solving: Excellent analytical and problem-solving abilities, with a customer-centric approach.
Adaptability: Ability to thrive in a fast-paced environment and manage multiple priorities.

Benefits Include: