Product Support Supervisor Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the product support supervisor job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.

USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.

SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Create a Resume in Minutes

M Gislason

Maximus

Gislason

626 O'Hara Hills

Boston

+1 (555) 722 7251

626 O'Hara Hills

Boston

Phone

p +1 (555) 722 7251

Experience Experience

Detroit, MI

Product Support Supervisor

Detroit, MI

Lind and Sons

Detroit, MI

Product Support Supervisor

Responsible for managing support team’s overall performance and professional development through regular performance feedback and coaching
Assign workload to staff and manage scheduling of work to ensure that customer expectations are met in a timely basis
Work closely with the Knowledge Management and Customer Systems teams to enhance our tools and systems for providing customer support
May develop business strategy and business plan for team/group operations including budget development
Performs other related duties as assigned by management
Conduct and document monthly performance discussions with each team member that communicates achievements and areas for improvement
Provide assistance to agents when calls have been escalated

Dallas, TX

Technical Product Support Supervisor

Dallas, TX

Borer Inc

Dallas, TX

Technical Product Support Supervisor

Provide leadership to 2-5 direct reports, including coaching to the Goals and Measurement System for the TPS function
Creates an environment where team members are engaged, recognized, empowered, and committed to the success of the company
Provide world-class technical product support in product application, selection and troubleshooting via multiple channels.
Capture and channel information to provide product teams / CSA’s feedback about products based on interaction with customers and CSA’s
Foster an environment of teamwork and open communication by sharing information, learning from and teaching others, contributing to following and refining processes and recognizing exceptional performance
Manage the selection, development, involvement, recognition and retention of employees who contribute to the growth of the business
Oversee the scheduling of employee hours to insure optimal TPS coverage

present

Boston, MA

Cell Product / Support Supervisor

Boston, MA

O'Reilly, Lehner and Thompson

present

Boston, MA

Cell Product / Support Supervisor

present

Support process improvement initiatives to reduce cycle time, improve inventory turns and reduce manufacturing losses
Perform administrative duties to support the business, including timecards, labor vouchers, self audits, absence reviews, and missing time corrections, etc
Mentor and motivate team in safety, quality and productivity improvements
Coordinate and provide safety, quality and production leadership to assigned Cells / Teams to meet safety, quality, delivery and cost goals
Direct the activities of an hourly team within the cell(s) and participate in cell / team activities to meet identified goals
Coordinate all first line activities (i.e. Methods, Production Control) to assure the meeting of production schedules and customer satisfaction, cost goals, and maintaining the highest standards of quality
Review production orders and implement production schedules

Education Education

Bachelor’s Degree in Computer Science

University of Georgia

Bachelor’s Degree in Computer Science

Skills Skills

Broad knowledge of BKFS products and related services; in-depth knowledge of products and services for which team(s) provide support
Assist with reporting and quality assurance programs that enable Management to measure and monitor Call Center productivity and effectiveness
Broad knowledge of FIS products and related services; in-depth knowledge of products and services for which team(s) provide support
Knowledge of basic IT technologies (i.e. operating systems, network devices, software development and architecture)
Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software)
Knowledge of basic IT technologies (e.g., operating systems, network devices, software development and architecture)
Broad knowledge of FIS products and related services; in-depth knowledge of ScoreCard and services for which team(s) provide support
Knowledge of basic IT technologies, i.e., operating systems, network devices, software development and architecture
Excellent customer service skills and ability to jump on client facing calls or attend client facing meetings
Intermediate to Advanced knowledge of Excel

Create a Resume in Minutes

4 Product Support Supervisor resume templates

Read our complete resume writing guides

Product Support Supervisor Resume Examples & Samples

Provide annual performance evaluations for team members
Conduct and document monthly performance discussions with each team member that communicates achievements and areas for improvement
Counsel and develop employees to achieve individual employee and departmental objectives
Counsel and develop employees for potential advancement at Garmin International
Monitor phone calls, email responses, and other customer contacts to provide positive and constructive feedback to each team member
Analyze call data and call monitoring data to identify and improve individual, team and department performance
Address employee relation issues consistently and fairly
Determine training needs and provide or arrange individual and team training
Participate in the training of new and existing staff by determining training needs and conducting training sessions or arranging training sessions
Participate in various meetings by listening to others and sharing ideas freely
Maintain exceptional Garmin product knowledge and detailed knowledge of Garmin’s standard procedures and guidelines
Monitor and distribute customer feedback to recognize areas for improvement in Garmin products, systems and processes
Recommend and implement changes or enhancements to products, operating processes and guidelines that improve productivity and enhances customer service
Assist with all stages of the recruiting and hiring process by screening, interviewing and recommending candidates for Product Support roles
Explain, administer, and monitor adherence to company policies for all team members
Advise employees on handling difficult customer complaints, or handle complaint personally
Provide problem reports documenting recurring service difficulties
Communicate with other departments to ensure orders, returns and repairs are processed and/or delivered to customers in a timely manner
Must possess a minimum of 3 years’ experience performing a Contact Center Supervisor role substantially similar to the essential functions of this job description
Must demonstrate a track record in providing excellent customer service skills
Must be team-oriented, possess a positive, professional attitude and work well with others
Must possess a demonstrated ability to grasp new concepts quickly
Driven problem solver with proven success in technical trouble shooting
Must possess strong and proficient computer skills using Microsoft Word and Excel

Advanced Product Support Supervisor Resume Examples & Samples

Supervise daily activities associated with the Commercial Support Engineers in order to provide advanced support and troubleshooting of high-end customer networks, such as switch based MDU's and Metro-Ethernet (fiber) customers
Assist customer's IT staff to ensure performance and needs are met
Insure adherence to standard operating procedures and work to develop improvement principles by working across departments and functional areas to enhance customer satisfaction
Insures that inbound phone calls, tickets and email and correspondence from customers, both internal and external, divisional correspondence, RNOC and GNOC, and CSC are handled in accordance to agree upon service levels
Insures that inbound phone calls, tickets and email and correspondence from customers, both internal and external, divisional correspondence, RNOC and GNOC, and CSC are handled in accordance to agreed upon service levels
Develop proficiencies and increase utilization of advanced troubleshooting in BPS, ICOMS, Salesforce, CloseTabs, Remedy, IPMT, DNS, WebHosting, Commercial Email, iGlass, C-COR, NSM to provide pro-active monitoring and notification for business class customers
Report the activities of the team in an effective and timely manner
Interview, select, train, supervise, evaluate, schedule, motivate, and discipline staff
Demonstrate expert understanding of advanced technical troubleshooting techniques and in-depth knowledge of LAN/WAN applications, protocols, and hardware, including routers, switches, fiber terminating devices and PBX/VOIP hardware
Also should have expert knowledge of Windows and UNIX platforms, Cisco IOS
Working knowledge of web mail and mail server configuration, network security protocols, firewalls, and VPN configurations
Working knowledge of Microsoft Office applications also necessary
Ability to make accurate decisions independently
Set an example for others by demonstrating professional behavior, self-motivation, dependability, flexibility, and a superior work ethic with emphasis on team development
Ensure adequate staffing at all times and willingness to work various schedules and shifts to ensure adequate supervision at all times
BS/BA, preferably in Information Systems, Computer Science or Engineering
Five or more years of relevant experience may be considered in lieu of degree
Cisco certification or verifiable experience
Experience in a technical field, preferably with responsibility for LAN/WAN configuration, support, and interoperability
Experience communicating with corporate customers in a technical support environment

Product Support Supervisor Resume Examples & Samples

Bachelor or above degree in engineering
>8 year work experience with previous leadership experience
Thorough knowledge of company products and product applications, equipment management,

Product Support Supervisor Resume Examples & Samples

Responsible for leading and developing all team members and accountable for team performance
Review all planned work requests from customers / consumers to determine validity and accuracy of information to assign the appropriate resources
Proactively optimize workforce productivity by managing calls, emails, returned package flow and holding team members accountable to project timelines and deliverables
Document, Monitor, and communicate the Call Center Department metrics
Follow appropriate escalation processes for all customer and employee issues
Assign workload to staff and manage scheduling of work to ensure that customer expectations are met in a timely basis
Supervise and coordinate the training and work of specialists & technicians
Serve as backup in all areas during the absence of direct reports and in peak volume periods ensuring that work flows through the process effectively and efficiently
Escalate issues to appropriate internal partners engaging the Customer Service Manager as necessary
Coordinate weekly staff meetings, emphasizing positive feedback and reviewing opportunities for improvement
Coordinate new product introduction training with Engineering and Product Management; conduct role playing to insure staff is ready to respond to inquiries
Serve as lead for special projects as assigned

Advanced Product Support Supervisor Resume Examples & Samples

Supervise daily activities associated with the Commercial Support Engineers in order to provide advanced support and troubleshooting of high-end customer networks, such as switch based MDU’s and Metro-Ethernet (fiber) customers
Assist customer’s IT staff to ensure performance and needs are met
Develop proficiencies and increase utilization of advanced troubleshooting in BPS, ICOMS, SalesForce, CloseTabs, Remedy, IPMT, DNS, WebHosting, Commercial Email, iGlass, C-COR, NSM to provide pro-active monitoring and notification for business class customers

Product Support Supervisor Resume Examples & Samples

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.Use corporate ACE methodology to benchmark and drive mistake proof solutions
Build a team that passionately supports Company and the individual business units, accomplishment of goals and objectives in a manner consistent with UTC principles
Lead Customer Product Support team lead, and staff members to become a world class Customer Service organization
Through coaching, mentoring, and setting examples, works with each staff member to identify development opportunities. Use corporate PFT process to set goals and development plans for staff
Insure Product Support team has necessary resources for success, including the right tools, process, training, and staffing. Assess the future needs of the department and develop a plan for implementing these tools
Respond to request from the Better Business Bureau
Process orders for RSA and HAPCO
Work closely with RSVP, process credits, ensure they have proper inventory
Maintain and distribute information to the legal and quality department teams as needed
Coordinate the development and continual updating of work instructions
Provide assistance to agents when calls have been escalated
Work with social media specialist/ responding to comments
Audit warranty replacement to ensure that customers are satisfied with delivery of products
Provide support for web services
Responsible for knowing and providing product information, as well as information concerning press releases and marketing material
Update technical information on various data bases as product details change
Communicate effectively to customers via phone and email; follow predefined procedures to identify, evaluate and solve escalated calls
Assist other departments with product surveys
Good use of time management skills for a repetitive work environment

Product Support Supervisor Resume Examples & Samples

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. Use corporate ACE methodology to benchmark and drive mistake proof solutions
Ability to multitask and make informed decisions
Strong knowledge of Cebos
Basic knowledge of JDE

Cell Product / Support Supervisor Resume Examples & Samples

Coordinate and provide safety, quality and production leadership to assigned Cells / Teams to meet safety, quality, delivery and cost goals
Provide on going support in scheduling resources, technical leadership and facilitating the flow of hardware to meet customer requirements
Support process improvement initiatives to reduce cycle time, improve inventory turns and reduce manufacturing losses
Direct the activities of an hourly team within the cell(s) and participate in cell / team activities to meet identified goals
Perform administrative duties to support the business, including timecards, labor vouchers, self audits, absence reviews, and missing time corrections, etc
Coordinate all first line activities (i.e. Methods, Production Control) to assure the meeting of production schedules and customer satisfaction, cost goals, and maintaining the highest standards of quality
Coach and counsel employees regarding individual performance and development needs
Practice sound human relations and communications skills in order to motivate the assigned work force
Review production orders and implement production schedules
Analyze and diagnose machine and tooling problems and take corrective measures to minimize downtime and interruption of schedules
Achieve highest safety levels in the plant
Employ Six Sigma rigors to all functions within the cell(s)
Mentor and motivate team in safety, quality and productivity improvements
Ability to manage multiple priorities under tight deadlines
Ability to counsel and motivate workforce
Ability to bring assignments to a successful completion
Ability to self-motivate and take the initiative to solve problems
Bachelor's degree or equivalent knowledge and experience Preferably in Engineering
Prior supervisory / leadership experience in a manufacturing environment
Corporate Training Program graduate or equivalent (manufacturing / operations / engineering) (GE employees only)
Six Sigma training or equivalent (GE employees only)
Knowledge of manufacturing operations and practices

Product Support Supervisor, Maps Resume Examples & Samples

2-5 years of experience in GIS field
Basic data research & analysis
Familiar with database software
Organized and attention to detail

Product Support Supervisor Resume Examples & Samples

Manages the operations of teams of representatives that respond to inquiries of a technical or complex nature relating to FIS software products and/or services through case management
Develops and monitors the application of operating systems including policies and procedures, operating structure, information flow, and systems that provide answers to common questions and problems
Reports new or recurring problems to product management and/or product development departments
Monitors call queues, call volume, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards
Ensures representatives are properly trained when new products are released or products are upgraded or patched
Contributes to the development of the product support function
May develop business strategy and business plan for team/group operations including budget development
May build industry relations communicating technologies and operational concerns through industry networking
Broad knowledge of FIS products and related services; in-depth knowledge of products and services for which team(s) provide support
Knowledge of basic IT technologies (i.e. operating systems, network devices, software development and architecture)
Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software)
Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
Willingly shares relevant technical and/or industry knowledge and expertise to other resources
Excellent decision-making, problem-solving, team building, negotiation, conflict management, and time management skills
Is resourceful and proactive in gathering information and sharing ideas
Proven project management skills
Ability to work both independently and in a team environment

Product Support Supervisor Resume Examples & Samples

Responsible for managing support team’s overall performance and professional development through regular performance feedback and coaching
Prepare and direct schedules, monitor attendance of team, schedule breaks and shifts
Work with Product and Development groups to diagnose and resolve recurring issues as reported by agents and customers
Develop and maintain an expertise with the public-facing site of RezOvation.com and Webervations.com, as well as the back-end admin tools associated with the brand, including SalesForce.com
Use service and site expertise to identify new ways to improve on Support processes and procedures, and work with groups across the organization to drive those projects to completion
Work closely with the Knowledge Management and Customer Systems teams to enhance our tools and systems for providing customer support
Act as primary resource for real-time questions for agent or customer issues regarding established procedures
Analyze barriers to quality and make recommendations
Assist with reporting and quality assurance programs that enable Management to measure and monitor Call Center productivity and effectiveness
2+ years of direct managerial/supervisory experience required, preferably in a contact center environment
Experience with contact center support preferred
Experience with CRM tools and business support software applications such as MS Office (Word, PowerPoint, Excel, Visio, etc.) required. Experience with WFM tools a plus
Must be detail-and service-oriented

Product Support Supervisor, IPM Resume Examples & Samples

Responsible for managing support team’s overall performance and professional development through regular performance feedback and coaching- Provide feedback to individual team members in 1:1 at least once per month
Set team priorities that are consistent with overall company goals
Lead customer satisfaction survey analysis to inform departmental action plans that drive results
Maintain process and policy expertise, and make appropriate recommendations for continuous improvement
Serve as a mentor and role model within rest of the support leadership team
Ensure that team members acquire the appropriate support and training to apply the best skills and knowledge on the job
Proactively communicate with Product Support Manager regarding work flow, staffing issues/performance, and customer experience items including knowledge management and operations
Special projects as designated by management
2+ years of leadership experience required, preferably in a contact center environment
1-2 years of experience in contact centers, preferably with a B2B customer focus
Demonstrated proficiency with CRM tools and business support software applications such as MS Office (Word, PowerPoint, Excel, Visio, etc.) required
Experience with WFM and other customer support tools- Experience troubleshooting software integrations and API issues is a plus
Able to understand, modify, and troubleshoot customer data configurations
Basic understanding of HTML and XML are a plus
Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites
Bachelor's degree preferred, but will accept equivalent experience in field

Product Support Supervisor Resume Examples & Samples

Coordinates the day-to-day operations of the Technical Service team to include assigning, monitoring and reviewing progress and accuracy of work, focusing efforts and providing guidance on more complex issues
Ensures timely, appropriate response and handling of incoming dealer calls, written correspondence and web site contacts to maximize customer satisfaction; provides recommendations for process improvement
Serves as escalation point for Technical Service Representatives and uses independent discretion to resolve a variety of problems (including the most complex) regarding company products for both internal and external customers
Contacts internal departments to resolve returned goods issues
Evaluates and authorizes credits within prescribed limits
Serves as a resource in the training and development of less-experienced staff, interpreting and ensuring consistent application of company policies and procedures; provides technical guidance on more complex issues
Works closely with production, engineering, and business units to provide input on designs relevant to consumer usage and feedback related to service. Utilizes meeting results to inform and train staff appropriately
Monitors operational reports for Technical Service Representative performance and works with Representatives to address any issues in meeting performance targets
Perform one or more supervisory responsibilities which may include but not be limited to: coaching and developing employees; planning, assigning and directing work; EEO/AA; performance management
Strong mechanical aptitude required
Experience with both electrical and mechanical components
Knowledge of advanced customer service techniques and applications including complaint and conflict resolution
Excellent oral, written and interpersonal communication skills to effectively interact with diverse groups of people
Proficient computer skills and familiarity with office productivity software, knowledge of Enterprise Resource Planning systems preferred but not required
Must be self-motivated, exercise good judgment and be able to work independently with minimal supervision
Minimum 5 years’ experience in a troubleshooting and repair capacity required, preferably in the standby generators industry
Minimum 5 years of customer service or related experience required

Product Support, Supervisor Resume Examples & Samples

Minimum of a combined 6 years of work experience or community service / volunteer organization providing customer service on any level
Bilingual Candidates
Ensures and provides product support for customer inquiries received via the telephone, Internet, instant message, email, or self-service systems
Assesses and ensures the nature of product and service issues is resolved, including basic and complex support problems. Questions and issues will vary depending on the product supported
Assists and may oversee new account set up, and performs maintenance for existing accounts. Assists customers in validating accuracy of account data
Assures system security by verifying customer information prior to performing password resets, according to the company’s standard security requirements
Maintains the log of product issues for product improvement, and escalates issues as needed
Follows escalation procedures to ensure complex support issues are resolved
Communicates the customer’s needs/expectations to the appropriate personnel

Product Support Supervisor Resume Examples & Samples

Manages the operations of teams or representatives that respond to inquiries of a technical or complex nature relating to BKFS software products and/or services through case management
Monitors call queues, call volume, and other metrics
Analyzes results and trends
Ensures the volume of work produced meets product/service standards and exceeds quality standards
Broad knowledge of BKFS products and related services; in-depth knowledge of products and services for which team(s) provide support
Knowledge of basic IT technologies (e.g., operating systems, network devices, software development and architecture)
Call Center 24x7 environment
Some flexibility of hours is required

Product Support Supervisor Resume Examples & Samples

OEM and Distribution orders, coordinating allocation of open orders
Generate daily or weekly status reports for OEM & Disty
Provide customer with detailed information regarding delivery status
Manage and maintain sample order status
Ensure correct part numbers as assigned and coordinate V/A if necessary
Arrange Logistics from NMB warehouse to offsite V/A vendor
Value Added Coordination – Coordination of order (including, not limited to Procurement, Engineering, obtaining quotes, purchasing parts, scheduling)
Third Party Warehouse Management
Supervise Product Support Representatives
Follow-up with customer or Account Manager on action items
Technical Engineering support providing product information and technical support for incoming calls. Read spec. sheets and cross reference part numbers
Identify customer needs, handle issues, provides recommendations, implements resolutions
Provide leadership and training as required to Product Support Group in accordance with company policies and procedures
Perform other duties as related to the job function as required
High School graduate; some college preferred
5-10 Years experience in product support, customer service, supervision
Knowledge of product ordering, receiving, tracking, distribution process
Computer skills required: Microsoft Office, Word, Excel, and Power Point
Excellent written, verbal and communication skills

Technical Product Support Supervisor Resume Examples & Samples

Provide leadership to 2-5 direct reports, including coaching to the Goals and Measurement System for the TPS function
Utilizing exceptional communication skills, critical thinking, problem resolution and decision making capabilities to enhance the customer experience
Creates an environment where team members are engaged, recognized, empowered, and committed to the success of the company
Provide world-class technical product support in product application, selection and troubleshooting via multiple channels
Utilize industry-related experience, formal vendor training and on-the -job learning opportunities to achieve and maintain a high level of technical expertise on the products Zoro sells
Utilize product expertise and information gained through internal and external customers and by contributing to a FAQ database to help satisfy all customer needs at first point of contact
Capture and channel information to provide product teams / CSA’s feedback about products based on interaction with customers and CSA’s
Participate in the development and coordination of training and education tools to equip employees with the skill and knowledge to effectively resolve customer needs as it relates to technical products
Foster an environment of teamwork and open communication by sharing information, learning from and teaching others, contributing to following and refining processes and recognizing exceptional performance
Manage the selection, development, involvement, recognition and retention of employees who contribute to the growth of the business
Oversee the scheduling of employee hours to insure optimal TPS coverage

Product Support Supervisor Resume Examples & Samples

Responsible for daily operations of a large technical development team, providing direct supervision of the staff, assignment of work, schedules, task analysis, day to day workflow, budgeting, proposal support, and program status reporting
Supervisory responsibilities include the planning and program performance addressing cost, schedule, technical performance, and quality of assigned technical services-type development contract
Provides direct supervision of exempt employees, and broad responsibility for all aspects of program performance, hiring, and routine personnel actions
Monitors daily operations of assigned work unit and actively assists and provides direction to subordinates as required
Executes department policies and precedents to ensure projects are completed following established procedures and schedules
Reviews work for adequacy in meeting objectives, quality standards, and program goals
Becomes actively involved in daily operations when required to meet schedules or to resolve complex problems
Conducts briefings with customer and stakeholders and participates in technical meetings for internal external representatives concerning specifics operations. Recommends modifications to operating policies
Serves as liaison between subordinates and program management staff, reporting status of projects, program phases, staff, and budgets
Bachelor's Degree in an appropriate technical discipline and four (4) years of specialized experience OR; eight (8) years of applied experience in lieu formal education
Must have full working knowledge of procedures and practices within assigned functional area
Experience leading or supervising a technical team preferred. Proficiency in data development, electronic technical publications, training development, or graphic illustrations highly desired
A working knowledge of the Microsoft Office Suite, database software, relevant authoring utilities and software, or related development tools required

Backhoe Loader Product Support Supervisor Resume Examples & Samples

Managing aspects of product health and quality targets. Lead Continuous Product Improvement (CPI) process to deliver dealer publication metrics, project timeliness and effectiveness. Deliver Defect per Unit (DPU) targets for 2 and 12 months in service for global product and by manufacturing facility. Support and drive resolution on all Tier 2 Dealer Service Network (DSN) issues while achieving customer satisfaction and responsiveness targets. Engage and execute the global dealer Partner in Quality program and achieve responsiveness and customer satisfaction metrics
Implement and lead the global backhoe loader quality strategy while supporting the division wide quality zones and quality recipe
Lead the global process to identify, scope and create CPI projects to cover field issues while driving a step change to improve global issue and defect coverage
Develop and maintain global industry team relationships to understand dealer and customer issues and ensure documentation and communication to appropriate internal teams. Also, this person needs to be able to discuss serious issues with dealer and customer personnel
Develop and implement specific product support specifications into new product introductions
Lead the team to execute NPI program issues, contribute to development of voice of customer and develop process improvements for carry over issues and implementation of serviceability audit recommendations
Create and manage the annual budget for global warranty and team expenses (IM&E), labor, and indirect materials
A Bachelor's degree
8-10 years of experience in Marketing or Product Support
Outstanding communication, interpersonal and collaboration skills
Good technical knowledge of Caterpillar products, systems, and dealer practices
Ability to work and communicate with a wide diversity of groups around the globe
Experience in product groups, technical positions and field experience
Global experience
Customer experience with the product

Product Support Supervisor Resume Examples & Samples

Responsible for daily operations of a team or work unit (direct supervision of the staff, assignment of work, schedules, day to day workflow, and operating costs)
Program Manager responsibilities include: cost, schedule, and technical performance of a specific unit or work package on a large system development-type contract or broad responsibility for all aspects of program performance on a delivery order or small technical services-type contract
Assignments are received in task oriented terms
Provides direction to subordinates using established policies and precedents
Work is reviewed for adequacy in meeting objectives. Monitors daily operations of a unit and actively assists, or provides direction to, subordinates as required
May perform, especially in staff or professional groups, ongoing operational tasks of organizations unit
5 Years’ experience with a Bachelor degree. In lieu of formal education, High School Diploma or equivalent (GED) and 9 years of relevant experience
Minimum of a secret clearance is required
Ability to comprehend and analyze complex problems and develop solutions
Must be willing to work a flexible work schedule that may include extended shifts, holidays, and weekends and support on call status for 24 hours-a-day, 7 days-a-week, 365 days a year
Must have and maintain a valid U.S. passport, accept customer furnished quarters for a period up to 120 days away from primary work location and comply with mobility requirements such as chemical warfare training and immunizations that may include anthrax and smallpox
Must meet medical requirements for worldwide travel. “Able to drive specialty vehicles.”
Must be able to obtain Special Program access within 365 days of hire date and maintain access

Product Support Supervisor Resume Examples & Samples

Manages the operations of a team of 10 representatives that respond to inquiries of a technical or complex nature relating to FIS software products and/or services through case management
Develops and monitors the application of policies and procedures, operating structure, information flow, and systems that provide answers to common questions and problems
Monitors customer requests via ticket queues and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards
Lending industry knowledge including CFPB/KBYO, Reg Z, TILA/RESPA, HMDA, HPML and HOEPA regulations

Product Support Supervisor Resume Examples & Samples

Manages operations of teams of representatives that respond to inquiries of a technical or complex nature as relates to FIS software products and/or services through case management
Develops and monitors application of operating systems including policies and procedures, operating structure, information flow and systems that provide answers to common questions and problems
Monitors queues volume and other metrics. Analyzes results and trends. Ensures volume of work produced meets product/service standards and exceeds quality standards
Contributes to development of the product support function as well as testing
Selects, develops, and evaluates personnel to ensure efficient operation of the function
Broad knowledge of FIS products and related services; in-depth knowledge of ScoreCard and services for which team(s) provide support
Intermediate to Advanced knowledge of Excel
Must be a critical thinker, have leadership qualities, hae a positive/outgoing outlook and have a strong problem solving abilitiy
Knowledge of basic IT technologies, i.e., operating systems, network devices, software development and architecture
Excellent customer service skills and ability to jump on client facing calls or attend client facing meetings
Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills

Product Support Supervisor Resume Examples & Samples

Receive and review customer purchase orders
Secondary Tasks
High School Graduate, some college preferred

Download Product Support Supervisor Resume Sample as Image file