Realityworks, Inc · 16 hours ago
Quality and Product Support Manager
Eau Claire, WI, US
Full-time
Onsite
Senior Level
5+ years expRealityworks, Inc. is a 100% employee-owned company dedicated to transforming education through innovative learning solutions. The Quality and Product Support Manager will lead product quality and customer support initiatives, ensuring exceptional customer outcomes and driving continuous improvement in product reliability and support operations.
FitnessHealth CareInformation Technology
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
Qualification
Required
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
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
Company
Realityworks, Inc
Realityworks, Inc.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Timmothy Boettcher
President & CEO
Company data provided by crunchbase