Product Support Supervisor

Company Overview

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.

Position Summary

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.

Responsibilities:

• 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.