Today
Secret
Unspecified
None
Management
Lexington, KY (On-Site/Office)
Job Description
Spiral Solutions and Technologies Inc. is seeking a Product Support Manager for our Lexington, KY location!
Location: Lexington, KY
Requirements
Job Summary:
• Plan and coordinate preventative maintenance programs, upgrades, and replace parts for electronic equipment
• Develop and implement recurring training for technicians
• Ensure that all repairs meet or exceed industry standards
• Manages the computer system to track maintenance, inventory, receiving, and returning of loan account assets
• Serves as a critical link for product development
• Develop and implement product support for life cycle sustainment
• Bridge between customer needs and product development
• Ensure system, subsystems, and components are repaired and maintained throughout their lifecycle
• Cost analysis to manage allocated resources to ensure repairs are efficient and cost-effective
• Assist with budget management and resource allocations
• Develop a supportive team to help drive a high-performance culture Knowledge, Skills, and Abilities Required:
• Comprehensive understanding of logistics, procurement, and vendor management principles
• Prior experience in electronic repair, with supervisory roles
• Analytical and problem-solving skills to effectively assist technicians in diagnosing and resolving technical issues, securing required parts and equipment
• Knowledge of electronic systems, components, and correct utilization of diagnostic tools and systems
• Ability to manage a team of repair technicians who troubleshoot and repair electronic equipment throughout its lifecycle
• Develop and implement recurring training for technicians
• Strong computer management background to manage and maintain computerized maintenance data systems and historical repair data
• Knowledge of applicable industry standards, safety regulations, and quality assurance practices
• Ability to adjust to a changing requirement environment
• Strong inventory management skills
• Ability to identify recurring issues, implement effective solutions
Positions supervised: None
Duties and Responsibilities:
• Lead and oversee the product support team to ensure timely, high-quality support for customers and end users.
• Develop, implement, and refine support strategies, processes, and best practices to improve efficiency and customer satisfaction.
• Manage customer escalations by coordinating with technical experts, engineering, and product teams to resolve complex issues.
• Monitor service-level agreements (SLAs) and key performance indicators (KPIs) to ensure compliance with company standards.
• Serve as the primary liaison between product management and the team to communicate customer feedback and identify improvement opportunities.
• Provide training, mentorship, and professional development opportunities to product support staff.
• Ensure proper documentation of product issues, resolutions, and frequently asked questions (FAQs) for internal and external knowledge bases.
• Partner with product development teams to influence product roadmaps and enhance supportability features.
• Lead root-cause analysis of recurring support issues and implement corrective action plans.
• Oversee the creation and delivery of support materials, user guides, and product documentation.
• Analyze support trends and customer feedback to recommend product enhancements and process improvements.
• Ability to foresee future equipment, facility requirements, and work toward obtaining resources
*This list is not intended to be all-inclusive and may be expanded to include other duties and responsibilities.
Essential Functions:
• Must be a U.S. citizen
• Must pass drug and alcohol testing
• Must be able to read and write effectively in English
• Must be able to work within the shift hours of 7:00 A.M. and 5:30 P.M. or as directed.
• Must maintain a positive work atmosphere by behaving and communicating in a professional manner with customers, clients, co-workers, and management.
• Physical requirements - Prolonged sitting and standing; work does require moderate amounts of walking. May carry moderately heavy items.
• Travel requirements - Limited
Summary
Benefits include:
Medical
Dental
Vision
Employer paid life insurance
Voluntary life insurance
401K
Flexible spending accounts
Employee Assistance program
Short- and long-term disability
Home | Spiral Solutions & Technologies, Inc. (ssandtech.com)
Equal Opportunity Employer:
Spiral Solutions and Technologies, Inc. provides equal employment opportunities to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local law
Spiral Solutions and Technologies Inc. is seeking a Product Support Manager for our Lexington, KY location!
Location: Lexington, KY
Requirements
Job Summary:
• Plan and coordinate preventative maintenance programs, upgrades, and replace parts for electronic equipment
• Develop and implement recurring training for technicians
• Ensure that all repairs meet or exceed industry standards
• Manages the computer system to track maintenance, inventory, receiving, and returning of loan account assets
• Serves as a critical link for product development
• Develop and implement product support for life cycle sustainment
• Bridge between customer needs and product development
• Ensure system, subsystems, and components are repaired and maintained throughout their lifecycle
• Cost analysis to manage allocated resources to ensure repairs are efficient and cost-effective
• Assist with budget management and resource allocations
• Develop a supportive team to help drive a high-performance culture Knowledge, Skills, and Abilities Required:
• Comprehensive understanding of logistics, procurement, and vendor management principles
• Prior experience in electronic repair, with supervisory roles
• Analytical and problem-solving skills to effectively assist technicians in diagnosing and resolving technical issues, securing required parts and equipment
• Knowledge of electronic systems, components, and correct utilization of diagnostic tools and systems
• Ability to manage a team of repair technicians who troubleshoot and repair electronic equipment throughout its lifecycle
• Develop and implement recurring training for technicians
• Strong computer management background to manage and maintain computerized maintenance data systems and historical repair data
• Knowledge of applicable industry standards, safety regulations, and quality assurance practices
• Ability to adjust to a changing requirement environment
• Strong inventory management skills
• Ability to identify recurring issues, implement effective solutions
Positions supervised: None
Duties and Responsibilities:
• Lead and oversee the product support team to ensure timely, high-quality support for customers and end users.
• Develop, implement, and refine support strategies, processes, and best practices to improve efficiency and customer satisfaction.
• Manage customer escalations by coordinating with technical experts, engineering, and product teams to resolve complex issues.
• Monitor service-level agreements (SLAs) and key performance indicators (KPIs) to ensure compliance with company standards.
• Serve as the primary liaison between product management and the team to communicate customer feedback and identify improvement opportunities.
• Provide training, mentorship, and professional development opportunities to product support staff.
• Ensure proper documentation of product issues, resolutions, and frequently asked questions (FAQs) for internal and external knowledge bases.
• Partner with product development teams to influence product roadmaps and enhance supportability features.
• Lead root-cause analysis of recurring support issues and implement corrective action plans.
• Oversee the creation and delivery of support materials, user guides, and product documentation.
• Analyze support trends and customer feedback to recommend product enhancements and process improvements.
• Ability to foresee future equipment, facility requirements, and work toward obtaining resources
*This list is not intended to be all-inclusive and may be expanded to include other duties and responsibilities.
Essential Functions:
• Must be a U.S. citizen
• Must pass drug and alcohol testing
• Must be able to read and write effectively in English
• Must be able to work within the shift hours of 7:00 A.M. and 5:30 P.M. or as directed.
• Must maintain a positive work atmosphere by behaving and communicating in a professional manner with customers, clients, co-workers, and management.
• Physical requirements - Prolonged sitting and standing; work does require moderate amounts of walking. May carry moderately heavy items.
• Travel requirements - Limited
Summary
Benefits include:
Medical
Dental
Vision
Employer paid life insurance
Voluntary life insurance
401K
Flexible spending accounts
Employee Assistance program
Short- and long-term disability
Home | Spiral Solutions & Technologies, Inc. (ssandtech.com)
Equal Opportunity Employer:
Spiral Solutions and Technologies, Inc. provides equal employment opportunities to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local law
group id: 10290741
