What are the responsibilities and job description for the Product Support Manager-Americas position at Envipco?
About Us
Envipco is a leading reverse vending machine (RVM) technology company with over four decades of experience providing systems for all sizes of enterprise – from small to large – with customized recycling solutions. We're looking for skilled, experienced and hardworking folks who share our core values and care about things like setting high goals, teamwork, integrity, accountability, quality, and a commitment to customer satisfaction. As we continue to grow and expand our US Business, we're looking for people to grow along with us! Envipco offers a high energy, fast-paced environment with excellent growth opportunities.
Job Description
We are seeking for a Product Support Engineer to provide technical assistance, troubleshoot and resolve product issues, and collaborate with internal teams to enhance customer satisfaction. The role involves maintaining detailed documentation, supporting product improvement efforts, and ensuring seamless product operations for end users.
Tasks & Responsibilities
· Stay up to date with new product developments to ensure we always deliver the highest level of service possible in all markets in Americas
· Coordinate and provide support for the rollout of new software releases in the field
· Respond to all to all support request, troubleshooting and resolving complex HW and SW issues from lead technicians or service managers (calls and mails) in a timely manner
· Provide Backoffice, Installation support including networking setup, registration of machines etc.
· Translate customer requests into R&D sprints as necessary
· Produce service documentation. This includes service manuals, upgrade instructions, technical bulletins
· Maintain recommended Spare Parts lists for Envipco Service, Partners and Supply Chain
· Gather feedback direct from customers for future improvements/enhancements to our devices
· Collaborate with multiple internal departments to ensure customer satisfaction
· For new markets: Provide introduction support according to provided specifications approved by Customer and Envipco Management
· Improve and maintain Troubleshooting guide and Maintenance procedures
· Identify training needs and organize both online and onsite training sessions and process trainings in person, if necessary
· Maintain organized records of all technical updates
· Local travel required up to 20% of time
Job Requirements Profile
· Technical degree in electrical engineering, electronics, mechatronics or similar
· Prior experience with reverse vending equipment is highly desired
· 5 years’ experience in a technical support role
· Background in customer service/support, ideally with both onsite & remote experience
· Ability to define problems, collect data, establish facts and draw valid conclusions
· Comfortable in a multi-disciplined environment: Mechanical, Electrical/Electronic & Software
· Ability to effectively train other employees
· Clear in communication, focused and patient
· Strong written/verbal communication skills