Product and Customer Support Manager

at  FNA Group

SUMMARY:

FNA Group is a world class and leading manufacturer of consumer and industrial pressure washers and other outdoor power equipment. FNA’s highly acclaimed brands include Simpson, Delco and CRX. Exclusive licenses with recognizable brands such as DeWalt, Stanley Black & Decker and Craftsman further strengthens FNA’s market presence and awareness. FNA is a dynamic organization with unprecedented growth due largely to its ability to attract and retain highly talented associates.
We have a challenging and exciting opportunity for a Product and Customer Support Manager who is energetic, can multi-task and problem solve, and has the drive and motivation to learn and grow in a fast-paced setting.

QUALIFICATIONS:

• 5+ years of supervisory experience in product support, with contact center experience, working with a manufacturer.
• Proven ability to analyze data and implement process improvement initiatives.
• Experience in Outdoor Power Equipment or Durable Goods Industries is a plus.

EDUCATION/CERTIFICATION:

• Bachelor’s degree in business management is preferred, but will consider equivalent combination of education and experience.

PRIMARY PURPOSE:

The Product and Customer Support Manager is responsible for leading the post-sale product support functions for FNA. The Product and Customer Support Manager coordinates both an outsourced and an internal customer service contact center, as well as technical, warranty, parts and accessory support teams. In this role you will be responsible for providing analysis and summarized reporting of customer reviews, call center interactions and warranty issues. This is an integral role that helps ensure all FNA products and brands are meeting FNA’s Best-In-Class reputation, and most importantly, customer expectations.

DUTIES AND RESPONSIBILITIES:

• Manage the analysis and summarized reporting of customer data.
• Lead and manage the creation of supporting content for parts and accessories, through the Product Support team.
• Manage the creation and updating of illustrated parts lists and their related service parts and kits.
• Manage customer / channel specific service parts price files.
• Utilize daily parts and accessory sales reports to assist in timely customer shipments.