Quality and Product Support Manager

Realityworks•Eau Claire, WI

7d•Onsite

About The Position

Step into a high‑impact role where you shape product quality, elevate customer support, and drive exceptional post‑sale experiences. As the Quality and Product Support Manager, you’ll provide strategic leadership across product quality, customer support, and post-sale operations to ensure exceptional customer outcomes and adherence to all design and quality standards. You’ll partner with cross-functional teams, suppliers, and customers to drive quality and customer experience initiatives, lead complex issue resolution, and improve product reliability and scalability. You’ll oversee customer support operations, establish and define performance metrics, analyze trends, and manage escalations, all while steering fulfillment, training, and product support strategies. Acting as a vital link between customers and internal stakeholders, you’ll influence engineering initiatives, shipping prioritization, and continuous improvement that fuel long-term customer satisfaction. If you’re driven to lead, collaborate, and elevate the customer experience at every level, this is your opportunity to make a lasting impact.

Requirements

Bachelor’s degree in Business, Engineering, Computer Science or a related field
Five or more years of people management experience
Experience managing complex customer and product support issues
Ability to analyze quality and support data and drive actionable improvements
Proficiency with Microsoft 365 applications including Word, Excel, PowerPoint, and Outlook
Experience supporting customers with software-based products or applications
Deep knowledge of supplier quality systems, industry standards, and quality assurance practices, with ability to interpret engineering drawings, specifications, and reports.
Strong leadership, interpersonal, collaboration, and stakeholder‑influencing skills, with the ability to lead high‑impact discussions and drive accountability.
Exceptional written, verbal, and executive‑level communication skills.
Strong customer advocacy mindset, supported by familiarity with CRM systems and customer‑focused best practices.
Advanced analytical, problem‑solving, and root cause analysis skills, including basic technical support capabilities for PC‑ or web‑based software.
Ability to prioritize competing initiatives, allocate resources effectively, and manage multiple strategic efforts independently.
Strong business and technology acumen, including evaluation of support and quality systems and the ability to adapt to evolving tools and requirements.
Ability to design, lead, and scale training programs while establishing and governing standard operating procedures that support innovation.
High attention to detail and commitment to accuracy, operational excellence, and continuous improvement.

Responsibilities

Manages product support and supplier quality teams, responsible for post-sale order management, customer support, repairs, and supplier quality
Develops, tracks, and reports customer support metrics, key performance indicators (KPIs), and performance trends to inform decision-making and continuous improvement
Champions structured problem-solving and root cause analysis activities with suppliers to eliminate recurrence of non‐conformances
Leads product support training on company products, tools, best practices, and process improvements
Oversees delivery of customer support, using standardized policies, procedures, and processes via chat, email, phone
Manages and provides customer escalations by identifying, troubleshooting, and resolving complex technical issues
Ensures accurate documentation of customer communications, investigations, and outcomes
Partners with internal teams to influence production planning, shipping prioritization, and resolution of customer-facing issues
Prioritizes team workload to ensure commitments and service level expectations are met
Provides technical training and support to customers via chat, email, phone, video conferencing, and onsite visits as needed
Reviews team member work for quality and compliance with standards and provides coaching and feedback
Performs other additional duties as assigned or required

Benefits

Employee Stock Ownership Plan (ESOP): 100% company-funded and designed to grow in value as we succeed together
Health, Dental, and Life Insurance: Comprehensive coverage to support your well-being
401(k) Retirement Plan: With company match up to 6%
Generous Paid Time Off: Over 20 days annually, plus 10 paid holidays
Wellness Incentives: Gym reimbursement and healthy living rewards
Family-Friendly Benefits: Paid maternity, paternity, and adoption leave
Flexible Spending Accounts: Including dependent care coverage
Disability Coverage: Long-term and short-term
Education Support: Tuition assistance for continued learning
Community Engagement: Paid volunteer time and donation matching