Product Support Supervisor Job Description
Product support supervisor
provides input on lending projects and product development as it relates to operational considerations and implementation; deploys and promotes new and revised products, systems, policies and practices.
Product Support Supervisor Duties & Responsibilities
To write an effective product support supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included product support supervisor job description templates that you can modify and use.
Sample responsibilities for this position include:
Conduct performance reviews and prepare performance improvement plans
Review sale to connect metrics Sales initiatives and related metrics with Coordinators to maintain performance and awareness toward objectives
Looks for best practices and brings them to the forefront for group usage
Onboard new team members with training, facility tour, safety requirements
Oversees and manages the technical support team
Measures, evaluates and improves call center processes
Manages and improves the knowledge base to increase productivity
Evaluates call activities and identifies, communicates, and escalates opportunities for improvement
Participates in the implementation of product and process changes (may include site visits)
Implements processes and plans for new products to ensure product technical support readiness
Product Support Supervisor Qualifications
Qualifications for a job description may include education, certification, and experience.
Education for Product Support Supervisor
Typically a job would require a certain level of education.
Employers hiring for the product support supervisor job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, Technical, Engineering, Computer Science, Information Systems, Business/Administration, Management, Leadership, Business, Sciences
Skills for Product Support Supervisor
Desired skills for product support supervisor include:
Basic IT technologies
Workforce management practices and tools
FIS products and related services
Cepheid product lines
FDA and ISO requirements
HIPAA and other associated policies
Lending functions highly desired
Network devices
Operating systems
Procedures and practices within assigned functional area
Desired experience for product support supervisor includes:
Consistent follow up and oversee team's responsibilities to ensure they are meeting metrics
Identifies issues related to, product reliability, successful installations, and customer satisfaction
Maintains and enhances a positive and supportive work environment
Responsible for governance, which involves working with the overarching structure, processes and procedures to accomplish objectives, which include metrics of success and deliverables
Responsible for ensuring that the team successfully completes their work
Assures checks and balances for compliance with standards and vision alignment
Product Support Supervisor Examples
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Product Support Supervisor Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of product support supervisor. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for product support supervisor
- Responsible for knowing and providing product information, information concerning press releases and marketing material
- Drive the implementation of best practices and continuous improvement throughout the organization, while insuring an appropriate balance between customer’s needs/wants and corporate resources, processes, and technology
- First escalation point for customers as it relates to the Loans team
- Review Daily, Weekly, and Monthly Reports to look for performance trends both with the team and with reported software issues
- Will promote a positive and cohesive team environment
- Provide timely feedback to representatives regarding overall performance
- Assist the Manager, Product Support with the coordination of training and staffing needs for the department, taking into account hiring policies, attrition, and product development
- Monitor and audit Salesforce and Avaya systems for day to day staff activity such as scheduling, adherence, attendance, call log content, client response, service level standards
- Manages small to medium project/process efforts with expanded scope
- Identifies, recommends and implements policies and procedures to provide necessary service and promote good customer relations in a large organizational unit
Qualifications for product support supervisor
- Associate's degree in a specialized technical, engineering or related field or equivalent experience preferred
- Strong interpersonal skills very good telephone presence for customer contact
- Bachelor’s degree in technical discipline plus 1 year of related experience
- Analyzes team productivity and efficiency and makes decisions on how to improve them to increase customer satisfaction, retention, revenue growth and financial results
- Mentors/Coaches team members/peers
- Performs duties related to hiring, firing, performance reviews and pay reviews of employees
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Product Support Supervisor Job Description
Job Description Example
Our company is looking to fill the role of product support supervisor. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for product support supervisor
- Ability to compile data from different sources and analyze
- Communicate across and down the organization
- Ability to work within a limited budget
- Ability to manage people and handle day-to-day challenges of a diversified workforce
- Anticipates and remove roadblocks and escalates as appropriate
- Receives and responds to roadblock and issues resolutions from other team members
- Looks for root causes in trends and patterns, provides and implements potential solutions
- Properly documents activities and progress on initiatives
- Mentoring junior staff members and peers as required/requested
- General reporting on data/status to management as requested
Qualifications for product support supervisor
- Ability to draw conclusions and make recommendations about data reported
- Identify and drive improvements in reporting methodologies and standards
- Ability to report up to leadership on overall "story" of the data in a holistic manner
- Secures and keeps confidential product and customer data
- Service orientation - high commitment to meeting needs of customers & colleagues & delivering stellar service
- Articulates complex and ambiguous information clearly
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Product Support Supervisor Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of product support supervisor. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for product support supervisor
- Inspection of gearbox parts prior to assembly for testing, including maintaining records of all measurements made for inclusion in test reports
- Building gearboxes and other products for testing
- Setting up and conducting tests on gearboxes and other prototype products
- Strip down and investigation of gearboxes after testing and following customer complaints
- Maintenance and improvements of test rig facilities
- Calibration of test equipment as required by Company procedures, including calibration documentation and registers of equipment
- Managing aspects of product health and quality targets
- Strong interpersonal communication skills written and presentation skills
- 24X7 Hour Support
- Work is reviewed for adequacy in meeting objectives
Qualifications for product support supervisor
- Three (3) years’ experience in Application defect analysis, involved in troubleshooting and resolving operational problems on application systems
- Three (3) years’ experience in help desk supervisor style position
- Demonstrated supervisory skills in large-scale, multi-project initiatives
- Ability to work with management in developing solutions for complex business problems
- Experience leading or supervising a technical team preferred
- Meets expectations of internal and external customers
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Product Support Supervisor Job Description
Job Description Example
Our innovative and growing company is hiring for a product support supervisor. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for product support supervisor
- Perform supervisory responsibilities including assigning duties, performance appraisals and compensation decisions
- May travel as required
- Customizes service work orders and maintains a consistent flow of communication with the customer until the completion of the job
- Maintains service schedule (weekly)
- Job costing (Service)
- Develops and conducts training on the safe operations of the equipment and demonstrates skills to
- Responsible for daily operations of a team (direct supervision of the staff, assignment of work, schedules, and day to day workflow)
- Accomplishes tasks mainly through direct supervision of entry-level exempt employees
- Monitors daily operations actively assists, or provides direction to, subordinates as required
- Makes decisions relating to accomplishment of daily work responsibilities
Qualifications for product support supervisor
- Customer is first priority
- Whilst not a pre-requisite, a HND or OND in Mechanical Engineering would be beneficial
- Metrology/inspection of mechanical components, ideally with some experience of measuring gears and castings
- Good appreciation of mechanical principles, ideally gained in a test or applications environment
- Good practical and problem solving skills
- Able to work in a methodical and careful fashion and to keep good records
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Product Support Supervisor Job Description
Job Description Example
Our company is searching for experienced candidates for the position of product support supervisor. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for product support supervisor
- Administers and executes department procedures that typically affect individual employees within own department
- Majority of liaison is on internal basis with subordinates and supervisors at equivalent level or one level higher
- Meet Company and Division Objectives of being SVA positive
- Prepare and implement solid business plans for technical service and support
- Promotes the sale ofproducts and solutions to fit the customer requirements meet the sales objectives set by the unit
- Provide product support and training for staff, service agents, customers and operators
- Oversees warranty claims intoJDWIN and follows up on issues with agents, customers and factory engineering
- Champion Research and Development field tests to assist with development of new products and write reports on results
- Implement and manage customer and machine databases
- Compile information and provide feedback to factory engineering for product improvement and development
Qualifications for product support supervisor
- An understanding of control and instrumentation would be beneficial, as would knowledge of electrical/electronic and hydraulic principles, and experience/knowledge of the valve industry
- CMM Programming will be essential for this role, however, appropriate training will be provided for the right candidate who does not have this knowledge
- 5 Years’ experience with a Bachelor degree
- Must have intimate knowledge of FAA regulatory oversight activities, expectations
- Bachelor’s degree preferred or combination of education and direct experience would be accepted
- Knowledge of pension plans and project management experience