Technical Product Manager

Service Fremont, California


Description

The ASUS service team is proud to be the point of contact for all product support internally and externally. As part of the service team, the Technical Product Manager is the main point of contact for internal teams for all technical support regarding their product line. The Technical Product Manager will work with Product Management teams to stay up to date on product specifications and technical troubleshooting guides. She/He will serve as the subject matter expert for ASUS Laptop/Mobile products and the go to person for our internal departments & high value customers to find answers for their Laptop/Mobile inquiries.  

Essential Duties and Responsibilities:

  • Laptop/Mobile product expert/owner
  • Provide technical support to internal departments & high value customers
  • Duplicate abnormal issues in a lab environment
  • Work with ASUS HQ to resolve abnormal issues
  • Take part in new product introductions – working with ASUS HQ in evaluating, documentation/notifications, sampling
  • Create technical bulletins and provide them to all service departments
  • Analyze call data from our contact centers and implement strategies to reduce calls
  • Provide monthly problem reports to the sales product manager
  • Organize product trainings for multiple tiers of customer support
  • Perform other duties as assigned*

Required Qualifications:

Years of Education  

  • Bachelor’s degree in an engineering/technical discipline

Work Experience

  • 2+ years of PC or technology related experience
  • Experience in product management or technical support for consumer electronics

Knowledge and Skills

  • In depth knowledge of Computer hardware & software configuration, troubleshooting, and operation
  • Comfortable in a lab environment
  • Excellent verbal and written communication skills
  • Ability to effectively balance multiple tasks at once
  • Self-motivated with the ability to complete tasks with little instruction
  • Must possess strong interpersonal skills
  • Excellent customer service skills
  • Genuine interest and appreciation of the computer hardware industry

Preferred Qualifications:

  • Certification in computer hardware is a plus
  • PC Hardware enthusiast
  • Experience with Chrome/Android OS is preferred

Working Conditions

  • Requires sitting, operating a computer keyboard, telephone and other office equipment for extended periods of time
  • Light travel by request (less than 10%)