Develops business strategy and provides direction for technical product support function. The product support manager is responsible for the overall management of customer facing technologies and applications used by the franchisees and corporate employees. This includes internally and externally (SaaS) hosted applications, websites and portals.
Development –Evaluate new customer facing technologies and applications that may potentially be adopted for use by the franchisees and/or corporate employees. Work with customers to define any additional functionality that may improve performance, productivity and or the user experience. Responsible for building and maintaining relationships that can be leveraged to support the achievement of business objectives.
Implementation – Manage the implementation and rollout of customer facing technologies and applications to the franchisees and /or corporate employees. Responsible for managing the technical interface to customers, including specification reviews and hands-on testing.
Education/Training –Become proficient in customer facing technologies to better assist users resolve day- to -day issues. Support the needs of franchisees and corporate employees by working directly with the application/software vendors. Work with the training department to develop training programs for these applications.
Support/Modifications - Manages a team responsible for resolving customer technical problems with the enterprise's products, delivering and installing new software releases to customers and providing technical product support to customers. Identifies, investigates and researches user questions and problems, and may refer to technical, professional or service personnel for follow-up, as appropriate. Ensures that franchise and corporate employee applications are updated as needed.
Communications – Keep franchisees and corporate users up to date on implementation issues, software updates and general news about customer facing technologies.
Knowledge, skills and abilities:
- 3 years management expereinces
- 3 years working with customer facing technology
- Clear and effective written, verbal communication and strong interpersonal skills
- Attention to detail
- In-depth working knowledge of Microsoft Office Suite
- Bachelor’s degree in IT or a related field
Job Type: Full-time
- Management: 3 years
- point of sales systems: 1 year
- Retail: 1 year