Product Support Manager
Marshall Group is the audio, tech and design powerhouse uniting musicians and music lovers through genre-breaking audio innovation. We are home to Marshall, Natal Drums, Urbanears and adidas headphones.
For over sixty years, we’ve amplified the sound of the world’s most talented artists. We’ve brought their music to crowds and solo listeners everywhere. We give sound a design that resonates with ears and eyes, as well as at a deeper cultural level. No matter the scene or music genre, we aim to excite, intrigue and surprise.
Bridging iconic rock ‘n’ roll heritage with cutting-edge innovation and culture-driven brand-building, our group activities span professional music equipment, consumer electronics, live events, a record label, and more.
We empower around 800 highly talented people across 8 global locations. Our products are sold in over 90 markets worldwide, totalling a combined annual turnover of USD 360 million.
Right now, we need to strengthen our eCare team with a Product Support Manager who will focus on deliver a best in class Product Support and train and lead the support agents.
What you’ll do:
The Product Support Manager will oversee the Product Support area globally, ensuring that customers receive prompt and effective assistance for all types of issues, including troubleshooting, repair, replacement, and any other product support we provide.
This role includes defining the processes, training, and supervising the support staff to ensure they have the necessary skills and knowledge to assist effectively.
Roles & Responsibilities:
- Ensure we deliver a best in class Product Support to all our customers.
- Train and lead the support agents to ensure they have the skills and knowledge needed to assist customers effectively.
- Set communication plan for support agents in collaboration with internal stakeholders when needed.
- Define clear process how to resolve all types of issues from troubleshooting to repair to replacement or compensation.
- Make sure we got relevant “how to” and troubleshooting guides available on our website and APP.
- Be the voice of our customers in quality forum, suggest product improvements and stay up to date with release roadmap and ongoing ECR’s.
- Create and develop reports/dashboards and analyse where product improvements is needed.
- Create reports/dashboards and analyse where support process need improvements.
- Monitor product surveys (NPS at support) and other products reviews to understand where improvements is needed.
- Train the team in new systems and products.
- Collaborate with Product and SW development departments to resolve ongoing issues.
You probably have the following experiences & skills:
- Proven experience in customer support or technical customer support
- Proven experience in leading and managing a team of customer service representatives.
- Experience in building a positive team culture and fostering collaboration.
- Proven track record in customer service, preferably in a consumer electronics environment
- Ability to convey technical information to non-technical users clearly.
- Develop and execute strategies to improve customer satisfaction and support efficiency.
- Demonstrated ability to handle escalated customer issues and guide the team in finding solutions.
- Advocate for customer needs within the organisation.
- Collaborate with other departments to address customer concerns and improve overall customer experience.
- Experience in managing projects related to customer service improvements and process enhancements.
Our pledge:
We thrive to foster an inclusive workplace and we do not discriminate on the basis of race, religion, disability, colour, national origin, gender, sexual orientation, age or marital status. We firmly believe that Marshall thrives when our employees do, leading to better experiences for our consumers.
We encourage applications from all over the world. To enable transitioning from another country for a role at Marshall, we offer re-location support. This support is tailored for each role but always includes visa/work permit application, local authority registration, and home finding service. Don't hesitate to reach out if you have any questions.
Does this sound like you?
We look forward to reviewing your application!
- Department
- E-Com
- Locations
- Stockholm
- Remote status
- Hybrid Remote
Stockholm
Product Support Manager
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