Product Support SME 1 (Mylaps Sports Timing)

Garmin International • Atlanta, GA

7d

About The Position

Overview We are seeking a full-time Product Support Subject Matter Expert 1 in our Atlanta, GA location. In this role, you will be responsible for serving as a technical knowledge leader, disseminating knowledge of products and services and contributing to the delivery of new product or project information to the Product Support team. Essential Functions Serves as an expert consultant regarding products and services within a particular market and effectively transfers knowledge between the product support team and the business segment Maintains expert product knowledge, leads field investigations and responses for critical issues, and identifies and reports product issues and needed enhancements Develops strong, collaborative working relationships throughout the product support team, business segments, and to achieve goals/objectives Investigates and delivers product information for new products and services to the product support team by creating or coordinating the creation of knowledgebase content and structure Creates, reviews and delivers training materials on time and with accurate and relevant information Identifies, communicates and resolves new product or process related issues effectively Reviews and assesses product support call and email data to provide actionable analysis to management Analyzes and recommends changes in policies, procedures and product offerings Leverages resources to efficiently complete tasks and/or projects of moderate complexity with limited process definition Provides reliable solutions to a variety of problems using sound judgment and problem solving techniques Participates in product development activities including beta testing, feedback, and developmental review meetings Provides counsel regarding troubleshooting and resolution of problems of the product in the field, issues with processes and web issues by interacting with various internal departments

Requirements

• Bachelor s Degree in Business or related field
• Demonstrates technical leadership
• Experience with computer networking
• Experience with IT trouble shooting
• Flexibile schedule or traveling to events
• Demonstrates outstanding performance and a minimum of 1 year experience in a Sr. Product Support, Helpdesk or Team Leader role
• Demonstrates ability to build relationships across departments
• Demonstrates analytical experience and superior knowledge of products
• Passion for improving products and demonstrated expertise in one product line
• Demonstrates leadership skills and the ability to effectively apply learned knowledge
• Knowledge of Product Support processes, applications and tools
• Demonstrates ability to identify, research, troubleshoot and help resolve common product issues working with appropriate individuals and escalating as needed
• Ability to work independently with little or no supervision, exercise sound independent judgment, and demonstrate exceptional technical trouble shooting skills
• Demonstrates strong and effective verbal, written, and interpersonal communication skills with the ability to communicate complex information, issues, solutions and findings in a clear and concise manner
• Must be positive, professional, detail oriented, organized, team oriented and a driven problem solver, multi-tasker, and self-starter with the ability to prioritize and time manage in a fast paced, deadline-driven environment with a high level of accuracy

Responsibilities

• Serves as an expert consultant regarding products and services within a particular market and effectively transfers knowledge between the product support team and the business segment
• Maintains expert product knowledge, leads field investigations and responses for critical issues, and identifies and reports product issues and needed enhancements
• Develops strong, collaborative working relationships throughout the product support team, business segments, and to achieve goals/objectives
• Investigates and delivers product information for new products and services to the product support team by creating or coordinating the creation of knowledgebase content and structure
• Creates, reviews and delivers training materials on time and with accurate and relevant information
• Identifies, communicates and resolves new product or process related issues effectively
• Reviews and assesses product support call and email data to provide actionable analysis to management
• Analyzes and recommends changes in policies, procedures and product offerings
• Leverages resources to efficiently complete tasks and/or projects of moderate complexity with limited process definition
• Provides reliable solutions to a variety of problems using sound judgment and problem solving techniques
• Participates in product development activities including beta testing, feedback, and developmental review meetings
• Provides counsel regarding troubleshooting and resolution of problems of the product in the field, issues with processes and web issues by interacting with various internal departments

Benefits

• This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees