Product Support Manager
Konica Minolta Business Solutions Australia Sydney, New South Wales, Australia
IT Services and IT Consulting · 501-1,000 employees
About the role
The Product Support Manager oversees the entire product support lifecycle, including providing technical assistance to front-line staff and managing escalations. They are also responsible for developing knowledge bases, monitoring product performance, and implementing service improvement programs.
What they look for
Requirements
Candidates must have a strong technical background with experience in product support or a related field. Excellent problem-solving, communication, and collaboration skills are essential for managing escalations and working with internal and external stakeholders.
Benefits
Full description
About Us
Konica Minolta is innovative, robust and continually evolving. From printing, scanning and copying to cloud storage and robotics, our award-winning products and solutions help companies to transform and move information faster. Our people make this possible and as an organisation, we offer workplace flexibility, support diversity and promote events and activities to support wellbeing. We strive to create and maintain an inclusive workforce as diverse and capable as our class-leading solutions. We actively encourage women and those from diverse backgrounds to apply for our roles.
About the role
We are seeking a Product Support Manager to join our team. In this role, you will be responsible for overseeing the entire product support lifecycle - from inception to end-of-life. Your primary focus will be assisting front-line staff in resolving technical issues, escalating concerns to manufacturers as necessary, and ensuring effective knowledge sharing across teams.
Duties and 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.
What we're looking for
- 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.
This role offers the opportunity to make a significant impact by improving product support efficiency, enhancing customer satisfaction, and driving continuous improvement. If you have a passion for technical problem-solving and stakeholder collaboration, we’d love to hear from you!
Essential Requirements
As per Konica Minolta compliance procedures, the successful candidate will be required to undertake background checks.
What can Konica Minolta offer you?
At Konica Minolta, you will enjoy a collaborative environment where you are supported to contribute ideas, lead your team and grow your own career. We are committed to diversity and inclusion, underpinned by a strong focus on ethical practices and corporate responsibility.
Equal Opportunities
We are committed to providing equal opportunities and actively encourage applicants from all backgrounds to apply, regardless of gender, age, sexual orientation, ethnicity, religion or disability.
If you require any adjustments or support during the recruitment process, please contact careers@konicaminolta.com.au.
Join our team and thrive in an environment built on strong collaboration, continuous learning and personal growth. Every day at Konica Minolta is an opportunity to share your ideas, influence change and work alongside colleagues with diverse backgrounds and experiences.
