Product Support Manager

3 weeks ago

Macquarie Park, Australia Konica Minolta Business Solutions Australia Full time

About the role
Are you a technically minded person with customer centricity at your core? We are looking for a Product Support Manager to support our direct and dealer operations with all aspects of our technical product support.

**Requirements**:
To be qualified for this position, ideally you will have previous experience in a similar role or your background and skills will comprise of the following:

- Equip our workforce with up-to-date knowledge and expertise on the assigned products.
- Empower users to resolve their technical issues independently, reducing the dependency of on phone support and enhancing the overall support experience.
- Generate high-quality content for FAQs, instructional videos, and How-To articles, ensuring accuracy, clarity, and relevance.
- Enhance information dissemination, improve team coordination, and ensure the timely and effective sharing of critical information through various communication tools, including templates for Safety Sheets, Team Briefs, Technical Bulletins, and Critical Incidents.
- Facilitate knowledge-sharing forums and communities of practice where employees can exchange insights and experiences.
- Create a training and development framework for allocated products that not only empower employees but also align with KM's values and objectives, contributing to the overall success and competitiveness of the organisation.
- Promote self-paced learning as the standard mode of instruction, empowering employees to take charge of their development.
- Monitor the performance and cost of assigned products overtime against the planned cost. Initiating and implementing strategies and programs to improve product performance and reliability.
- All allocated products comply with Australian and New Zealand legislative requirements before being released for sale.

Knowledge & Experience & Requirements
- A highly skilled technical person with a proven technical problem-solving and support track record.
- Able to work as an individual and as part of a team.
- Able to create and deliver technical presentations to varied audiences.
- Able to present in front of key stakeholders and partners with the highest level of professionalism.
- An excellent verbal and written communicator.
- Able to explain highly technical information to a non-technical audience.
- Understanding of tools and techniques to implement a knowledge operation strategy.
- Understanding of search engine techniques to maximise hit rate.
- Ability to create knowledge articles and video content.
- Proven track record of being able to disseminate knowledge to various audiences.
- Interstate and overseas travel for onsite support, training, technical meetings and workshops

**Benefits**:
You will enjoy a collaborative team culture where you will be supported and empowered to contribute your ideas and identify opportunities to develop your team and yourself. We are dedicated to the values of diversity and inclusion and have a firm commitment to ethical practices and corporate responsibility.
Konica Minolta is committed to providing a working environment that is inclusive and fair to both women and men. Progressive policies such as our domestic violence policy; paid parental leave and flexible workplace policies enable our people to balance work and life responsibilities.
Equal Opportunities
Join our Team and thrive in an environment built on strong Collaboration, continuous Learning and personal Growth. Everyday at Konica Minolta is an opportunity to share your Ideas, influence Change and engage with colleagues from diverse backgrounds and experiences.

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