Product Support Manager

The Product Support Manager will lead our high-performing technical support team through coaching, development, and knowledge guidance regarding best practices. The role manages the day-to-day service levels in the Support Center while ensuring feedback is looped back to the product teams for engineering improvement.

Reporting to:
Director, Operations and Engineering

Location:

Burnaby, BC

• Champion opportunities to consistently improve the IBC experience to drive customer retention and increase customer satisfaction.
• Guide the team in effective client issue resolution and handle any escalations
• Develop listening points in the customer journey, define segmentation of the customer base and varying strategies, and identify opportunities for continuous improvement
• Create and drive a customer experience framework for IBC to align with the Rheem strategy.
• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, identifying, and implementing new
• Accomplish call center objectives by recruiting, training, coaching, and counselling employees. Administer scheduling systems, communicating priorities and job expectations.
• Continuously seek to drive improvements in overall service levels, transactional efficiencies and cost management.
• Provide input, document requirements and support for the design and delivery of training programs. Partner with Engineering and Product Management to ensure a proper feedback loop from customers.
• Collaborate with various functions to implement industry best practices for quality monitoring, training, and coaching, as well as hours of operation and communication with customers and other functions within the division.
• Manage the allocation of resources and track adherence to predefined budgetary objectives.
• Lead and project manage a CRM implementation.

• 10 years of technical service experience within the HVAC, appliance, or automotive industry
• Technical plumbing certificate
• Minimum 5 years of Call Center, Customer Service /Technical Service or Inside Sales experience in a supervisory role.
• Experience with collaborating and executing plans with field marketing and sales organizations.
• Possess business acumen and an understanding of complex business processes
• Demonstrated track record of effective communication with technical and business leaders at all levels and enjoys working with a fast-paced team.
• Experience in Budgetary Development/Planning/Implementation.
• Experience in collecting and presenting statistical data and converting them into reports.
• Strong analytical and reasoning skills.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Experience supervising other employees or in a matrix structure is preferred.