Product Support Manager Job at Kaleris
Kaleris is a leading provider of cloud-based supply chain execution and visibility technology solutions. Many of the world's largest brands rely on Kaleris to provide mission-critical technology for yard management, transportation management, maintenance and repair operations, terminal operating systems, and ocean carrier and vessel solutions. By consolidating supply chain execution software assets across major nodes and modes, we address visibility dark spots and data gaps that cause friction and inefficiency in the global supply chain.
Our first-of-its-kind logistics platform provides unrivaled connectivity among ports, terminals, shipping lines, inland facilities, and shippers to drive an accelerated, connected, global supply chain ecosystem. We provide solutions that go beyond high-level visibility and offer a deeper level of transparency, predictive analytics, and collaborative transformation for all supply chain participants and most importantly, powerful execution for our customers.
At Kaleris, we encourage creativity, delight in innovation, and foster opportunities to grow. We believe every move matters, especially career moves. We're building the connected, visible, sustainable, and reliable global supply chain of the future. And we're looking for the best and brightest people to join our team.
We are looking to hire a new key member to our Customer Support Team to oversee the daily activities of Kaleris' customers that operate within our rail car applications. Rail car software solutions compromise our rail repair, track and trace and service reporting processes. As a Product Support Manager, you will be an expert on customer's operations to help guide customers and drive service solutions, over the life of the customer relationship. You will also have the responsibility for the overall success of customer support team members and customer satisfaction. This role will directly influence the activities of a team including product leads and/or individual contributors.
Why we're hiring
Kaleris is growing and we need someone to step in to help our expanding customer base with the day-to-day operations of their yard management systems. Customers are what drives the success of our business and we need an organized self-starter to continue to maintain the pace of delivery for all service needs weekly contact, follow up on requests and ensure on time delivery.
Day-to-day responsibilities
This is a deeply hands-on role, responsible for ensuring Kaleris customer questions and issues are addressed, managing daily performance service ticket key performance indicators. This role will interact with all levels of Kaleris management: IT, Operations, Engineering and well as customer organizations. We will look to this role to provide daily insights on critical service adjustments to our products and services. Each day will be different, but many will include.
Qualifications
- Product Support Manager will act as a liaison between customers and developers. The role will function as a first customer point of contact for service or product requests involving service requests, product configurations or customizations
- Become highly knowledgeable in the specifications, capabilities and operation of the RailcarRx products and services. Work closely with the software development and maintenance team.
- Answer customer technical inquiries regarding the RailcarRx services and products via telephone, letters, fax and electronic mail
- Take appropriate steps to bring any open support cases to resolution in a timely manner.
- Establish priority handling for escalated critical issues with Customer Support
- Provide applications and product support to customers in the initial sales stages and through ongoing account servicing
- Remain current on changes in policies, procedures, and product offerings. Analyze industry trends to help us stay ahead of the competition
- Report any and all out-of-line conditions affecting customer satisfaction
- Monitor document and report failure trends in RailcarRx product
- Identify and recommend improvements in RailcarRx products and services, documentation and procedures
- Participate in product/service marketing events and product launches
- Some travel to customer sites may be required
- This position will be requested to engage in activities such as training in a classroom environment
- Regular status reports to keep Customers informed and firmly in control of next steps and future actions
- Ensure correct prioritization, visibility and resolution of technical escalations
- Role will require proactive communication with customers.
- A minimum of 3 years of demonstrated experience in a product management or support manager role is needed.
- Must possess proficiency using personal computers relevant to the essential functions of this job description
- Must have functional understanding of cloud-based SaaS systems GPS, telecommunications and/or field service organizations
- Must possess a demonstrated ability to grasp new concepts quickly
- Must possess proficient and effective data entry skills
Desired Qualities and Experience
- Any Rail Industry experience is a major plus
- Possess analytical and technical skills to understand customer needs for both hardware and software systems
- Ability to track multiple risk factors in a fast-paced environment, with an ability to manage internal and external stakeholder expectations
- Strong customer service skills including phone etiquette and conflict resolution.
- Excellent verbal and written communication skills and interpersonal skills; ability to convey complex technical details coherently.
- Strong troubleshooting and analytical skills.
- Ability to present technical information to a live or virtual audience.
- Must be decisive, self-motivated and proactive, possessing strong desire to learn.
- Excellent Team player enjoying supporting and interacting with other members.
Details of the role
- Type of Work: Full-time
- Location: Alpharetta, GA
- Reports to: Director of Product Support
The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned from time to time or the scope of the position may change necessary to business demands.
We are an equal opportunity employer and value diversity at Kaleris. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
*We do not accept unsolicited external resumes from outside, third-party sources*
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