Quality and Product Support Manager - Eau Claire
3 weeks ago
Job summary
This is a high-impact role where you shape product quality, elevate customer support and drive exceptional post-sale experiences. Join Our Team at Realityworks to make a lasting impact with your leadership skills in elevating the customer experience.As the Quality and Product Support Manager you will provide strategic leadership across product quality, customer support and post-sale operations to ensure exceptional customer outcomes and adherence to all design and quality standards.
You'll partner with cross-functional teams suppliers customers to drive quality customer experience initiatives lead complex issue resolution improve product reliability scalability oversee customer support operations establish define performance metrics analyze trends manage escalations steer fulfillment training product support strategies acting as vital link between customers internal stakeholders influence engineering initiatives shipping prioritization continuous improvement fuel long-term customer satisfaction If you're driven to lead collaborate elevate this is your opportunity make lasting impact Why Join Us When you join Realityworks become co-owner company that values contributions rewards success employee-centered culture built on collaboration innovation shared achievement We offer robust benefits package including Employee Stock Ownership Plan ESOP company-funded designed grow value succeed together health dental life insurance comprehensive coverage support well-being 401k Retirement Plan company match up 6% generous paid time off over days annually plus paid holidays wellness incentives gym reimbursement healthy living rewards family-friendly benefits paid maternity paternity adoption leave flexible spending accounts dependent care coverage disability coverage long-term short-term education support tuition assistance continued learning community engagement volunteer donation matching Key Responsibilities Manage product support supplier quality teams responsible post-sale order management
customer support repairs supplier quality Develop tracks reports customer support metrics key performance indicators KPIs performance trends inform decision-making continuous improvement Champion structured problem-solving root cause analysis activities suppliers eliminate recurrence non-conformances Lead product support training tools best practices process improvements Oversee delivery standardized policies procedures processes chat email phone Manages provides escalations identifying troubleshooting resolving complex technical issues Ensures accurate documentation communications investigations outcomes Partners internal teams influence production planning shipping prioritization resolution custom-facing issues Prioritizes team workload commitments service level expectations met Provides technical training customers via chat email phone video conferencing onsite visits needed Reviews team member work for quality compliance reviews coaching feedback Performs additional duties assigned required What You Bring Requirements Bachelor degree Business Engineering Computer Science related field Five more years people management experience Experience managing complex supporting products software-based applications Deep knowledge supplier systems industry standards assurance practices ability interpret drawings specifications reports Strong leadership interpersonal collaboration stakeholder-influencing skills leading discussions driving accountability Exceptional written verbal executive-level communication skills Customer advocacy mindset familiarity CRM systems focused best practices Advanced analytical problem-solving root cause analysis capabilities basic technical PC-web based software Ability prioritize competing initiatives allocate resources manage multiple strategic efforts independently Business technology acumen evaluation innovative scalable solutions High attention detail commitment accuracy operational excellence continuous improvement Work Location Onsite company headquarters Eau Claire Wisconsin Travel Requirements Occasional out-state travel tradeshows site visits Physical Demands Prolonged periods sitting desk working computer Ability lift pounds accommodations individuals disabilities perform essential functions Learn More Explore mission impact making education Realityworks Equal Opportunity Employer celebrate diversity committed creating inclusive environment employees
Job description
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