Product Support Manager - Vista, United States - Flux Power

Description

Come work as a Product Support Manager at a rapidly growing public companyBecome a part of

our team

Get to Know Us

Flux Power is a fast-paced, high-growth (40% YoY), publicly traded company (


NASDAQ:
FLUX) that is

leading the adoption of lithium-ion technology solutions. We design, manufacture, and sell advanced

lithium-ion battery packs that are disrupting the 100+ year old market for lead acid batteries. Our battery

packs are used to power industrial and commercial equipment like forklifts and airport ground support


About the Role:

matter experts (SME). Leading day-to-day operations of their assigned support team while coordinating to

successfully manage a geographically diverse technical support group.


What you Will be Doing:

• Lead the team in the effort to resolve product issues by establishing and maintaining open lines of

communication, collaborating cross-functionally, and providing effective communication to all

stakeholders.

• Manage, mentor, and coach your assigned product support team, setting and communicating clear

objectives and plans, developing a highly qualified and effective support team.

• Exhibit indepth product knowledge and assist technical staff in making decisions with both technical

and business implications.

• Measure, evaluate, and improve call center, repair center and field service processes, and service ticket

workflow processes. Present weekly operating report/metrics and other reports on organizational

performance against KPIs.

• Refine tools and processes that proactively identify the need for intervention and reactively respond to

situations requiring technical assistance.

• Manage and improve the customer incident database to ensure service data integrity that feeds KPIs.
• Provide oversight of call center, repair center, and field service operations and coordinate with other

product support managers to ensure timely customer issue resolution and escalation prevention.

• Manage spare part inventories, the product support material review board (MRB), and coordinate with

the finance team for service invoicing and warranty claim matters from customers and service partners.

• Analyze data and insights from escalations to advocate on behalf of customers, drive decision making

to improve products and processes, and drive long term customer and partner loyalty.


Required Education and Skills:

• Bachelor of Science degree in Electrical Engineering or related technical discipline (STEM majors).
• 4+ years of experience at a technology and/or manufacturing company.
• 2+ years of previous people manager or team lead experience over a technical team.
• Demonstrated success in account management and mitigating customer escalations.
• Possess excellent followup and followthrough skills with the ability to multitask daily.
• Advanced knowledge and previous experience with Microsoft Office programs, including complex

analytics using Excel.

• Previous experience with an Enterprise Resource Planning (ERP) suite, Customer Relations

Management (CRM) suite, or other large scale database platform (SQL).

• Previous experience with a data dashboard visualization tool examples, Tableau, Geckoboard, Power

BI etc.

• Excellent oral and written communication skills, effective at collaborating with a wide variety of

individuals and cross-functional teams while handling time and resource conflicts in high stress

situations.

• Previous experience with Liion batteries, vehicle engineering, electrical systems, energy storage

systems or similar is desired.

• Previous experience with lean manufacturing and ISO9001 is desired.
• Perform other related duties as assigned.

What Can We Offer You for All Your Hard Work?


Benefits:

• Medical, dental and vision insurance options
• 401K Plan with company match
• Life Insurance
• Employee Stock Purchase Plan
• Stock Options
• Cash Bonuses
• Paid Time Off
• Paid Holidays

We are committed to a safe, drug-free workplace by performing pre-employment background checks and

substance testing.

Notes

• No recruiters, contractors, or consultants, please.
• No relocation assistance or visa sponsorships available for this position.

**Flux Power is proud to be an equal opportunity employer committed to providing employment

opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion,

sex, national origin, age or disability, or any other class protected by Federal, State or local laws. Flux

Power complies with all employment eligibility verification requirements of the Immigration and

Nationality Act and all must have the authorization to work in the US.