Main Purpose of the Job

• We are seeking a highly skilled and customer-focused Product Support Manager to join our team at Booyco Electronics. The Product Support Manager will be responsible for overseeing the technical support team, ensuring seamless product operations, and maintaining high levels of customer satisfaction. This role requires a blend of technical expertise, leadership ability, and a strong commitment to delivering exceptional customer experiences.

Education, experience and competencies

• Bachelor’s degree in electronic engineering, Electrical Engineering, or a related field; advanced degree preferred.
• 5+ years of experience in product support, technical support, or related roles within the electronic engineering/manufacturing industry.
• Proven leadership experience, including managing technical teams.
• Strong knowledge of electronic systems, hardware, and software integration.
• Experience in Lean or Six Sigma process improvement methodologies.
• Understanding of IoT, embedded systems, or wireless communication technologies.
• Project management certification (e.g., PMP, Agile – advantage)

Responsibilities

Team Leadership

• Manage, mentor, and develop a team of product support leads & specialists.
• Allocate resources effectively to meet support demands and prioritize workload.
• Conduct performance evaluations, provide feedback, and identify training needs.

Customer Support

• Act as the primary escalation point for customer issues, ensuring prompt resolution.
• Collaborate with customers to understand their needs and provide tailored solutions.
• Oversee the maintenance of accurate and timely customer communication during support interactions.

Technical Expertise

• Develop a deep understanding of the company’s electronic engineering products and solutions.
• Diagnose and resolve complex technical issues in collaboration with engineering and R&D teams.
• Create and maintain technical documentation, FAQs, and training materials for internal and external use.
• Perform & document testing of all products available.

Process Improvement

• Analyse support metrics to identify trends and opportunities for process optimization.
• Implement strategies to reduce response and resolution times.
• Develop and refine support workflows to enhance efficiency and effectiveness

Cross-Functional Collaboration

• Work closely with product development, sales, and field service teams to ensure customer feedback informs product enhancements.
• Participate in product launches, providing support-readiness plans and input on usability.
• Facilitate knowledge-sharing sessions with other departments to promote alignment on customer needs.

Compliance and Standards

• Ensure support practices adhere to industry standards and regulatory requirements.
• Monitor compliance with company policies, including data protection and quality assurance