Product Support Supervisor

Description

Company Overview

At Opus IVS, our mission is to drive advancement in the automotive industry by assisting customers with complex vehicle repairs. Guided by our core values of Customer Focus, Innovation, Collaboration & Teamwork, and a Results-Driven approach, we continually strive to develop advanced technology that empowers us to fulfill our mission. 

Opus IVS technology & products has been a leader in the industry since the late 90's. Opus IVS offers modern collision shops an integrated platform of leading diagnostics and calibration solutions, anchored by expert technicians and cutting edge, patented technology.

Position Summary 

The Product Support Supervisor is responsible for leading the day-to-day operation and continuous improvement of the Opus IVS Product Support team. This position ensures customers and internal teams receive timely, knowledgeable, and effective support across Opus IVS products and platforms. 

This position leads the Product Support team, manages technical and customer escalations, monitors support performance, and establishes processes that improve response time, resolution quality, customer satisfaction, and operational efficiency. This role serves as an important connection between customers, Product Success, Engineering/Development, Operations, and other internal teams identifying recurring product issues, documenting customer feedback, and ensuring product-related challenges and opportunities are communicated to the appropriate stakeholders. 

Responsibilities: 

• Daily supervision of the Product Support team and processes, including prioritization, scheduling and escalations.  
• Ensure Product Support employees have the training, technical knowledge, documentation, systems, and job aids necessary to successfully perform their responsibilities. 
• Develop, monitor, and report key Product Support metrics and leverage the data to identify opportunities to improve customer experience, operational efficiency, product quality, and team performance. 
• Identify opportunities to automate, simplify, or improve Product Support workflows. 
• Establish processes that reduce repeat contacts, improve first-contact resolution, and provide an efficient customer service experience. 
• Assist in the support of Asian-make programming. 
• Other duties as assigned. 

Requirements

Skills & Abilities: 

• Customer Focus: Ability to understand and respond to the needs of customers with professionalism and care. 
• Innovation: Ability to generate and apply creative ideas that improve work processes or add value. 
• Collaboration & Teamwork: Ability to build cooperative relationships and contribute to group success. 
• Results Driven: Ability to maintain a strong focus on achieving goals and delivering impactful results. 
• Technical Aptitude: Ability to understand and use specific tools, systems, or technologies relevant to the role. 
• Detail-Oriented: Ability to focus on details, ensuring accuracy and precision in work tasks. 
• Problem Solving: Ability to identify issues, think creatively, and implement effective solutions. 

Qualifications:  

• BA/BS degree in a related field or the equivalent combination of education/certifications and automotive experience? 
• 5 years of customer service experience? 
• Minimum 2 years of experience with supervision of staff? 
• Demonstrated ability to prioritize competing demands and manage escalations effectively. 
• Strong analytical skills with the ability to interpret support metrics, identify trends, and develop actionable recommendations. 
• Experience with detailed documentation of process and workflow? 
• Experience working within an incident/service management or ticket tracking system? 
• Proficient knowledge of Microsoft Office Suite and other business-related software including Outlook, Word, and Excel? 

WHAT WE OFFER:

• Competitive Pay: We know your value and we're not afraid to pay for it. We offer a competitive total compensation plan including salary, bonuses, tuition reimbursement, and a match contribution to your 401k.
• Time Off: Besides our competitive paid time off package, employees receive paid holidays and floating holidays.
• Benefits: We offer a comprehensive benefits package, including all the necessities such as medical, dental, and vision. 
• Opportunity: to be a part of a fast-growing company working to make the world safer!

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other characteristic protected by state, federal, or local law.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the job, the employee is regularly required to use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk or hear. The employee frequently is required to stand, walk and sit. The employee is occasionally required to stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.