Product Support Supervisor

Description

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.

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.

• 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.

• 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.

• 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?