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Product Experience Manager

Company Name:
Anuva Staffing
Job Description
The Product Experience Manager (PEM) works with internal and external clients to successfully resolve technical challenges reported from the field. The PEM will also work with the Product Management and Engineering departments to ensure product documentation is sufficient for installers and end-users, as well as meeting all agency requirements. The PEM is also responsible for developing and delivering training curriculums for customers.
Successful candidates will maintain a positive attitude and be willing to go the extra mile to satisfy customers - both external and internal. This position requires creative problem solving, excellent technical knowledge and the agility to work in a very visible, dynamic and challenging role with minimal supervision. PEMs are industry professionals with the experience and knowledge to help ensure that our products delight our customers.
Responsibilities:
Assist customers with the resolution of technical support issues related to the use and implementation of TiO products and solutions
Successfully resolve challenging customer service situations
Follow up and resolve any open customer issues in a timely manner
Capture all product related information and market intelligence in the company's CRM system
Communicate customer requests and emerging needs to internal product development team
Advocate for the customer and ensure that we remain true to TiO's "outside in" philosophy
Develop content for use in support materials (documentation, blog posts, technical updates, presentations and videos)
Attend tradeshows, trainings and other customer and industry events as needed
Issue return authorizations for defective products
Take on special projects and deliver assignments as needed
Any other task assigned by The President or CEO of the Company
Demonstrate consummate professionalism, optimism and leadership no matter how difficult the challenge

Requirements:
5-7 years of relevant experience in the custom installation industry
Intermediate to advanced knowledge of IT networking principals
Proficiency in Microsoft Office including Word, Excel, PowerPoint
Must be result/task oriented and able to manage multiple priority tasks simultaneously with minimal supervision
Excellent communication, collaboration and problem solving skills (written and verbal)
Work under pressure and maintain a professional manner
Ability to learn and implement new technology tools
Prior customer service service/help desk/technical support/training experience desired
Knowledge of Control 4, Crestron, and/or AMX programming a plus

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