| Product Support Manager |
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| Summary: The position of Product Support Manager is an advanced position in the Product Support Group at TOA Canada Corporation. The Product Support Manager must be able to perform all of the functions of the Product Support and Product Support Specialist positions, plus be able to specialize in a sophisticated group of TOA products that require detailed support, including field troubleshooting. The Product Support Manager is also involved in product development, preparation of written documentation on new product. The focus of this position will be primarily with Audio products, but the incumbent must have a working knowledge of Security and Network products as well. |
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| Essential Duties and Responsibilities: The Product Support Manager will spend a good deal of his or her time receiving and making phone calls as a result of requests for information or assistance with TOA products. In this sense, the position is similar to the Product Support Specialist, the difference being the level of experience and product knowledge required. The incumbent will help determine the cause of problems and failures, with precise on-the-phone troubleshooting. The level of sophistication of the products involved requires the incumbent to have a fundamental understanding of the related concepts and hands-on familiarity with the functions involved. The Product Support Manager must be able to work independently on projects involving development of product, research of competition and determine the needs and uses by customers. It will include a variety of other, higher-level assignments that are strategic in nature and encompassing broad support responsibilities in sales and marketing. |
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| The Product Support Manager will oversee all projects and tasks appointed the Technical Department. This will also include assigning and reviewing projects to Product Support technicians. The Product Support Manager will provide training for the Product Support Group as appropriate, as well as filling in for that position as required. |
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The Product Support Manager will participate in meetings with counterparts from Japan, United States and elsewhere in product development and problem resolution. The measure of success in this position is based upon how well the individual works with others all functional areas in the company of a managerial and strategic nature. A large part of TOA’s competitive advantage lies with its success in Product Support.
Additionally, the Product Support Manager will participate in trade shows in Canada the USA and elsewhere including before, during and after-show booth activities.
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| The duties and responsibilities listed herein are not all inclusive and the position and its responsibilities may change over time as business necessitates. |
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| Qualification Requirements: To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed herein are representative of the knowledge, skill and/or ability required. |
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| Education and/or Experience: A technical or college degree is required, along minimum 5 years’ experience in installation, service, system design and /or troubleshooting in the AV &/or Security products industry, at the contractor or manufacturer level. Full comprehension of Architectural and Engineering drawings is an asset. |
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| Language Skills: The candidate will have proven verbal and written communication skills and must be able to express themselves clearly and decisively. The candidate should also possess the ability to explain complex concepts in a simple language. |
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| Mathematical Skills: The Candidate should be able to understand and explain mathematical concepts as they relate to the proper installation and operation of sound and communications equipment. In addition, the ability to understand engineering concepts is required. |
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| Reasoning Ability: The candidate should be able to perform abstract reasoning and be able to provide consistent explanations for complex problems. The candidate will also have responsibilities to prepare and conduct training sessions and to display a leadership role in technical settings. |
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| Physical Demands: The physical demand of the position is not too challenging. On a day-to-day basis, the incumbent may be required to hook up and test product configurations in our lab. Some carrying and lifting would be necessary. The incumbent may also be required to assist in trade shows and other events, which may require frequent lifting over a period of days. The incumbent may be involved in field troubleshooting and may be required to travel alone to and work on job sites, functioning as a professional representing TOA in a positive manner. |
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| Work Environment: Traveling is not a regular part of the job. The work environment is a professional office, with travel to trade shows in the US and elsewhere. At this time, it is estimated that the candidate will travel on business 10-20% of the time. |
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