Service Support Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the service support 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.

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D Boyle

Donato

Boyle

20049 Sanford Trafficway

San Francisco

+1 (555) 631 9794

20049 Sanford Trafficway

San Francisco

Phone

p +1 (555) 631 9794

Experience Experience

Chicago, IL

Service Support Engineer

Chicago, IL

Christiansen, Johnson and Parisian

Chicago, IL

Service Support Engineer

Perform first tier trouble-shooting and alarm validation
Front line people performing all the functions of the 'Customer Helpdesk' role and additionally providing in-depth technical support to customers through network or equipment monitoring, localisation and remote repair
Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)
Providing second level support for customer issues raised by customer care
Using our ticketing system, handle the resulting incidents or service requests
Triage/ Reproduce customer issues and provide the best resolution
Escalate service issues to internal technology and/or partner vendors

Philadelphia, PA

Commercial Service Support Specialist

Philadelphia, PA

Cartwright, Homenick and Rolfson

Philadelphia, PA

Commercial Service Support Specialist

Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification
Act as extended staff of businesses’ commercial team to assist them with maintaining accurate data in all relevant systems
From Customer onboarding (Customer Master), through Installed Base Management, preparation of price proposals and service contracts to various sales reporting, the team provides solutions for GE businesses in various domains (fields)
Ensures that each request related to commercial operations is documented, compliant with established business controls and is processed in a timely manner
Perform daily invoicing tasks by either sending out invoices via mail, fax, email, or billing through customer’s web-based billing system
Handle partners’ requests, and provide them with the necessary support
Update and maintain project order details based on purchase order and other documentation provided by business team

present

Chicago, IL

Product Specialist, Digital Service & Support

Chicago, IL

Hintz and Sons

present

Chicago, IL

Product Specialist, Digital Service & Support

present

Develop weekly status dashboard for management and executive team, providing key insights in chat behaviour and unresolved enhancements in the queue
Define clear KPI’s with each initiative and work with analytics and reporting teams during all stage of product development
Develop and maintain a working relationship with all internal stakeholders (other Business team) as well as external ones (platform vendors, competition)
Determine Key Performance Indicators to track the impacts of the self-serve initiatives across all channels
Practice digital thought leadership, Agile methodology, and change management processes
Track and measure efficiency & delivery of all initiatives (impact on business and customer satisfaction) against established targets
Intake & manage requests for BAU changes from various cross-functional teams

Education Education

Bachelor’s Degree in Cost Efficiency

Southern Illinois University Carbondale

Bachelor’s Degree in Cost Efficiency

Skills Skills

Entrepreneurial mindset (DBS P&L knowledge)
Experience in 1 or more industries and the industry the customer belongs to (core processes and trends of the industry)
Experience in Value Management and Realization
Experience to sell and deliver customer engagements
Knowledge of the strategic and operational issues of engagement management, program management and project management
Strong knowledge of SAP’s Digital Transformation Strategy, our Service and Support offerings (e.g. Premium Engagement, Max Attention, Value Assurance Packages)
Liaison and consultative skills: negotiating skills within a context of political sensitivity and conflicting interests
Strong writing, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets
Senior stakeholder management
Proficiency in key program management knowledge areas of Program Management Lifecycle, Benefits Management (Value Management), Program Governance, Stakeholder Management

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Infrastructure Service Support Resume Examples & Samples

Provide analysis to assist with understanding of capacity supply and demand across all IaaS solutions; focusing primarily on VSI-P/VSI
Performing the day to day capacity approval/planning activities
Identifying capacity forecast needs that ensure accurate management updates
Be responsible for producing management reporting across the IAAS space
Explore unique and lateral methodologies to contain the IaaS (VSI-P/VSI) footprint and cut infrastructure costs
Provide team SME's cover and assist with delivery of Business Case analysis to support purchase requests
Minimum 3 - 7 + years experience in an Infrastructure role; preferably in a virtual service environment
Must have the ability to be proactive with a strong bias for action, be naturally inquisitive, and have bias for continuous improvement of practices and processes
SQL Knowledge a plus
Supply Chain knowledge a plus
Capacity Planning and/or Capacity Management is preferred

Institutional Sales & Service Support Resume Examples & Samples

Bachelors/Associates Degreepreferred or 3 years sales support/financial services support
General knowledge of Investmentproducts, services and organization
Good understanding of businessapplications and industry standards
Minimum5 years’ experience in a professional support function
Advanced Technical skills (Excel,PowerPoint, Word, Outlook, Adobe Professional, SharePoint)
Detail oriented, well organized,and able to manage time and ability to accomplish a variety of tasks, oftenwith conflicting priorities and timelines
Strong verbal and writtencommunications skills
Keen sense of detail
Team player with stronginterpersonal skills
Detailand process oriented
Strongproject management skills; Able to start any project and see it through to asuccessful result
Senseof ownership, strong sense of urgency Independent thinker

Am-infrastructure Service Support Director Resume Examples & Samples

Manage a staff of 4 people with responsibility for project reporting and governance as well as financial reporting
Ensure generation and distribution of weekly and monthly reports on project portfolio status
Lead the creation of the initiative budget
Create project artifact templates and audit completion of templates for in scope projects
Establish team benchmarks, processes and priorities
Ensures projects are completed in accordance with corporate guidelines
Look for efficiencies and opportunities to introduce automation
Create a culture where staff feels empowered to make decisions, drive change, and suggest innovative ideas
Build relationships with supporting organizations and including GTI and Finance
Partner with sister PMOs organizations in GWM, IM and AM to leverage a common toolset, processes and reporting
Responsible for coaching and mentoring staff members
Ability to think big picture; view issues and situations with a broad perspective
Advanced knowledge of Project Management and Business Analysis
Advanced knowledge of Project Management and Business Analysis tools including Presentation, Word Processing, Spreadsheet & Planning Tools (exp. MS Word, PowerPoint, Excel, MS Project & Visio)
Excellent time management skills
Ability to work under pressure and within tight deadlines
Executive Level Communication (written and verbal)
Advanced PMO Certification; a Plus
Advanced Level Education within the Technology, Business &/or Management disciplines

Am-infrastructure Service Support Director Resume Examples & Samples

Architecture and Engineering
Cyber Security & Data Privacy
Distributed Computing
Infrastructure Solutions Management
Implementation Management
Program Management
Lead the effort to unite region specific SA groups into a single globalized organization and identify synergies as the teams merge
Oversee the performance and condition of all servers; ensuring they adhere to firmwide standards while meeting or exceeding the expectations of our clients
Analyze existing processes, identify inefficiencies and design a plan for remediation
Oversee and report on elements within the organization that could be improved upon, removed or replaced; including management reporting and metrics
Implement and ensure global consistency in server builds across AM worldwide
Implement and ensure a globally consistent support model – enhancing AM’s 24x7 support model
Implement and ensure enhanced automation in all facets of server builds, support, capacity management, and monitoring – partnering with peer teams to achieve
Coordinate resources including staff and equipment to implement the improvement and remediation plans
7+ years of infrastructure technology management experience
In depth understanding of Windows and Unix operating systems
Experience in executive level communications
Proven strategic and organizational know-how
Exceptional time management skills
Proven ability to motivate and work cohesively in a team setting
Advanced knowledge of project management and business analysis
Proficient in presentation, word processing, spreadsheet and planning tools (exp. MS Word, PowerPoint, Excel, MS Project & Visio)

Service Support Resume Examples & Samples

University/College Degree/ MBA highly preferable
Good command of the English language, additional languages preferred
1 – 4 years in a sales / service / support job preferably in an Insurance and Investment distribution company and / or financial services
Superior communication and relationship building skills
Sales skills
Exemplifies Core Competencies: analysis, candor, communication, customer focus, teamwork, process management, functional proficiency, and managing change
Thorough knowledge of MS word, excel, PowerPoint and similar applications

Infrastructure Service Support, VP Resume Examples & Samples

The AMIAS SDM will monitor and coordinate the day to day end user technology services consumed and/or provided by Asset Management technology/ JP Morgan core global technology services
The SDM will also be a key part of the global ‘Executive Support’ function providing white glove support to our most senior leaders
Serve as primary liaison to the Asset Management businesses for all end user technology related issues, projects, programs, and initiatives
Responsible to drive quality and continual improvement across all AM businesses ensuring that AM business and AMIAS goals for delivering technology-based services are met across all end user technologies, desktop services, application performance, infrastructure, and technology consumables
Responsible for Incident, Problem and Change management along with IT Business Continuity planning, and leading the region on risk and controls governance
Responsible for the executive support of key leadership individuals with the AM businesses
Perform Project management/Project status reporting/Project execution planning/documentation (technology or real estate)
Provides regular reporting statistics on support to technology senior management
10 years of IT experience and related management experience in multiple business and technical processes
Excellent customer service skills at all levels including the general user base through to senior business management
Previous experience of managing major technology incidents – troubleshooting, information gathering, coordinating, and handling senior stakeholder and end- user communications
Knowledge of Market Data Services (Bloomberg, Reuters, Thomson, etc.)
Supporting proprietary applications that have been developed in-house
A proficient knowledge of network and telecoms technologies is essential along with a sound understanding of distributed infrastructure technologies (database, middleware, Internet, etc.)
Blackberry / Mobile Phone / iPad support experience is a must have requirement
Strong end user technology background with desktop, IP based phone systems, desktop productivity tools, mobile solutions, market data experience
Strong experience with trading environments
Flexible team player with also the ability to work independently
The ability to work under pressure and the ability to support senior business leaders with high demands/needs
Excellent experience in managing professional services vendors
Good influencing/negotiation skills

Analyst, Fund Service Support Resume Examples & Samples

This position calls for a conscientious and self –motivated individual to join a team of experienced professionals in providing services to the domestic and offshore fund industry within the Fund Services Support department
Work with the end-user and the development team/vendor to identify and clarify business requirements
Work with the end-user and the development team/vendor to design systematic solutions to address the business needs
Create/assist in preparing test scripts and execute test plans for patches and application releases
Work with the acceptance test team and the end-users to verify product quality
Report to management on the progress and status of projects
Provide application support for software products used by the business units
Troubleshoot problems raised by the business units
Participate in the development of training programs where required
Post secondary education in accounting, business or systems applications
Minimum 2-3 years work experience in a fund accounting environment
Strong product knowledge of a fund accounting application
Ability to take initiative and work under minimum supervision
Ability to work effectively as part of a team in a dynamic, fast paced environment

Senior Digital Service Support Specialist Resume Examples & Samples

Exchange information between cardholders, issuers, merchants, acquirers, members and product offices
Provide level, email, chat/social media, entitlements and/or enrollments support for multiple Visa products and services
Provide day-to-day support to Visa client institutions and Visa program managers to ensure customer expectations are exceeded
Respond to customer inquiries relating to general functionality of Visa products via multiple communication channels
Educate customers on product and basic software applications, usage, and functionality
Respond to customer comments on social media channels according to agreed service levels
Script smart, well-crafted responses to compliment the voice of the brand
Data entry in multiple internal applications
Identifies and determines cause of problems and presents possible recommendations for improvement of established processes and practices
Recommends initiatives and changes to improve quality of service for the unit
Typically requires a minimum of 1-3 years of experience in a contact center environment providing customer service and administrative support via email, chat/social media, written correspondence and phone
Creative writing skills - ability to repeat the same message, but write it in many different ways
Must have experience with using popular Social Media platforms, especially Twitter
Candidate must demonstrate ability to set priorities and multi-task between all communication channels
Must have understanding of the payment card industry, products and services
Decisive self-starter who can perform with a minimal amount of supervision
Strong written and verbal communication proficiency in English
Attention to detail is a must for this position
Ability to work well in a team environment is essential to the analyst's success
The analyst should be able to demonstrate a thorough knowledge of Microsoft Office suite applications with a focus on Outlook, Word, Excel and PowerPoint
The analyst should have a working knowledge of the latest smart phone technologies, social media channels and mobile applications
Ability to type a minimum of 30 wpm
German or Portuguese is required

Director Holliswealth Advisory Accounting & Service Support Resume Examples & Samples

Communicating the Bank and Department’s strategic direction to the team
Negotiating and effectively communicating individual and team goals and objectives
Developing and executing meaningful Personal Development Plans; motivating and contributing to the development of subordinate/team performance in current job and for future opportunities
Recognizing subordinate/team development needs and taking an active role in addressing gaps; exhibiting self-awareness around one’s own impact on the team and when necessary, adjusting leadership and motivational qualities to maximize subordinate/team performance
Facilitating a culture of open and honest communication; encouraging the generation of new ideas and approaches
Actively sharing knowledge and experience to enhance the development of all team members
Must have comprehensive knowledge of management/accounting methods and practices including strong strategic and analytical skills required to develop the vision, goals, strategies, and plans for the Finance Department aligning with the overall Bank strategy
Thorough knowledge of all aspects of finance and the ability to continuously and critically analyze the current state for new concepts, insights and opportunities for improvement
Strong initiative, forward thinking and creative problem solving skills with the ability to create or stimulate integrated cross-disciplinary strategic solutions
Demonstrated leadership skills and relationship management expertise
Demonstrated ability to plan and lead strategic initiatives

Senior Operations Manager Service Support Resume Examples & Samples

Owns the end to end user support in the NAM West region (Deskside support)
Ensure that the ticketing system is being used properly by his team and other local teams and provide feedback for future enhancements
Make sure that the end user services delivered are effective, efficient and excellent
Manages the Regional Mac area for NAM, assuring that the proper strategy is in place, followed and accomplish with global guidelines
Participates on implementing and developing global Service Support Standards and rollout concepts for further standardization
Review and align the GIT catalogue of services applied to his market
Ensure services definitions and service level targets are monitored and reported
Develops service improvements initiatives
Monitors the incident resolution and service level achievement
Make sure the global incident management standard is implement in his market
Make sure the global problem management standard is implemented and followed
Review problem management related reports with GIT teams and follow up on service improvement initiatives
Make sure the global change management standard is implemented and followed in his market
Manages internal and outsourced personnel
Gives proper coaching and training to the team members and identify any training needs accordingly to the market needs
Very good knowledge of Service Desk operations and Service Management approach (ITIL)
Ability to understand business and user IT needs
Experience in managing and leading medium IT projects
Technical proficiency and awareness (ITIL, Networks, Microsoft, Mac)
Experience in personnel management, and ability to rouse engagement and proactivity within his team and influence others
Very empathic person with a “can do” mindset
Excellent communication skills, including the ability to have good relationships with other parts of IT as well with business
Educated to at least degree level in a Business-Computing related subject or comparable qualification
5-7 years of work experience within IT Service Management environments

Service Support / CPM Technician Resume Examples & Samples

1st level customer compliant handling
Management of and Trending of customer faults CPM trouble ticket queues
Escalate and Co-ordinate Assurance visit with Field Technician
Produce accurate and current work instructions
Available Business Days from 8 to 8 rosters for Customer Incident support
Directly report to Ericsson’s Customer Services Manager
Proactively identify, initiate and implement best practices
Proactively Monitor the provisioning Mailbox
Complete and update all provisioning activities for the day
Actively monitor new orders from Customer and load them in to Ericsson System
Ensure all provisioning activities are appropriately routed for the day
Work closely with external stakeholders to ensure all tasks for the day are completed within the allocated time frame
Work closely with Ericsson Australia contacts (EPS, Front Office and Back Office) to ensure Ericsson Managed Service operational commitments are met
Proactively identify potential issues for Provisioning
All activities to be completed within the allocated timeframe
Team development align to team KPI’s
Diploma or Bachelors in Computer Science or related qualification
Good networking background
Basic understanding of running commands on UNIX/Linux would be an advantage
Experienced in Windows, Reporting and Microsoft Office
Knowledge of Radio Frequency (RF) would be considered an advantage
Pro-active approach to work and ability to resolve issues in a timely manner

Business Banking Service Support Resume Examples & Samples

Against an increasing competitive backdrop, the Business Banking segment of CMB seeks to grow value, through the acquisition of quality customers, retention of quality customers and by improving the average return per customer. It is known that customers who generate international product income streams are more valuable to the bank
The Group has a strategic objective to be the ‘Leading International Business’ which builds on our global network, recognises the increasing globalisation of the world’s economy and the increased value of international customers. Our group capabilities, coupled with our understanding of local markets and cultures worldwide, help us deliver innovative solutions to our clients
The jobholder will assist in the management of the largest and most complex portfolio in the Commercial Area. In conjunction with the RM, the jobholder will be expected to ensure the maintenance of a business culture in the Area

Service Support Technician, Bell Aliant Resume Examples & Samples

Communications skills - verbal and written
Interpersonal skills
Multi-task skills (i.e. think/listen/type and think/talk/type)
Planning and organizing skills
Troubleshooting and resolution skills

Business Service Support Specialist Resume Examples & Samples

Handle, research, and resolve all phone and email inquiries/requests from stores promptly, accurately, and efficiently
Complete all follow-up work related to customer orders
May be required to work in one or multiple queues and/or skill sets
Handle outbound calls/emails to multiple vendors for product/order inquiries
Receive inbound calls related to price, availability, order status, order issues (damaged items, etc.), and returns
Work with Retail management team to resolve urgent, escalated issues/orders for the stores and their customers
Support additional duties as necessary in high volume or promotional periods in contact center
Complete work according to standards as determined by supervisor/manager
Adhere to work schedule as set by the needs of the contact center

Analyst, Shared Service Support Resume Examples & Samples

Provide "L1 support" for technology functions in line with the ITIL framework
Act as first point of contact for internal and external users
Maintain expert knowledge of business processes and tool functionality, stay up-to-date on process changes and key initiatives
Provide centralized "One-stop-shop" for guidance on "how to" for SSG processes (e.g. TD Procurement Portal, contracts management, risk management)
Provide 8am – 6pm EST support via multiple channels, including in-person, phone, email
Act as application custodian / administrators for Procurement Applications
Manage day-to-day application, supplier/user onboarding and provisioning
Work closely with L2 support teams and escalate issues in a timely manner
Act as SSG process enablers to execute tasks on behalf of other SSG functional teams; the following are examples and not an exhaustive list of in scope responsibilities:-
Perform password resets, supplier/user provisioning, roles and permission changes, bulk upload changes to technology, automated report generation from the Coupa / Emptoris tools
Enable suppliers on the Coupa tool via Coupa Supplier Network (CSN), coordinate supplier enablement via cXML or EDI with Product Manager and/or Technology Solutions
Centralized Purchase Request creation, invoice & catalogue creation/support as required
Escalate promptly to L2 support as required and provide updates on closed/open L1 & L2 tickets
Manage Coupa exceptions and act as ultimate approver for custom approval workflow as needed
Support new supplier registration process by clearing / validating data quality, complete "Auto-score" assessments of Supplier Registrations and direct exception to appropriate SSG teams for action
Provide BAU administration and troubleshooting of Emptoris risk assessments
Acts as a power user of the supplier risk management platform used by business lines to launch and complete supplier risk assessments providing support as required
Triage submitted Vendor Engagement Forms (VEF) for accuracy and completeness by performing Quality Assurance analysis and challenging requestors for clarity, assign VEFs to responsible parties for action
Provide subject matter expertise in the use of the VEF system and perform Quality Control procedures at completion of VEF process
Manage contract upload process to the Enterprise Contract Management (ECM) tool, including appropriate metadata capture
Provide guidance and assist users requiring direction on how to complete their specific tasks, including guided walk-through of tasks
Support Product Managers to deliver required process/tool training on products/features/functionality

Infrastructure Service Support Resume Examples & Samples

Lead Resource Staffing including all Headcount tracking vs. Plan Target
Minimum of 5-7 years relevant industry experience
Bachelor's degree required
Six Sigma or Statistical background preferred
Excellent People/Team Leadership

Factory Service Support Supervisor Resume Examples & Samples

Supervise support representatives, and estimator to ensure high quality service support in a timely manner
Monitor all repair activities, verify payment and compile information to complete departmental reports
Coordinate and oversee financial administrative functions of Factory Service Center
Administer Canon employee performance and attendance policies, motivate and counsel employees and work with Factory Service Center Manager on major employee issues
Interface with consumer product dealers and end users to determine special requests and needs to promote customer satisfaction
Work with consumer products sales groups to address service related problems
Requires a Bachelor’s degree in business or related area with 2-3 years customer service work experience and supervisory training or equivalent 4-6 years in customer service supervision
Technical industry experience in service and support, photography industry a plus
Strong verbal and written communications skills are required to effectively work with customers
Working knowledge of computer software applications (such as word processing, spreadsheets and electronic mail) is also required

Infrastructure Service Support Resume Examples & Samples

This roll will look after all aspects of Risk and Audit concerns, and Service improvements
Audit Management
Hygiene Process
Inventory Management
Fixed Asset Process
Threat vulnerability management
Cyber and Access management
Writing scripts to automate risk related processes and maintenance of systems in a distributed, enterprise environment
Working closely with engineering and operational teams to identify automation opportunities and solutions to currently manual work practices
Interfacing with internal customers, inputting into technical solutions, advising on best practice and validating new implementations
Minimum 5-10+ years experience with Risk related technologies and Project management
Good knowledge of interfacing technologies such as networking, storage, virtualization, applications and data center technologies
Fluent in at least one scripting language, preferably Perl, Python or PowerShell
Experience with web frontend development frameworks such as JavaScript, JQuery, ExtJS etc…
Experience working in an Agile Development environment
Experience with CI and CD tools such as Jenkins, Travis, SCCM, SCOM etc
Experience administering application servers, web servers, and databases (Tomcat, WebSphere, Nginx, Microsoft IIS, Oracle, MySQL, etc.)
Experience with devops tools, processes and culture
An understanding of ITIL concepts (foundation knowledge or above) and procedures
Effective written and verbal communication skills with the ability to articulate technical concepts to a non-technical audience

Store & Service Support Technician Resume Examples & Samples

Experience with retail IT support environments, fast paced organizations and scheduling employee travel across global locations
Ability to handle multiple site outages, restore service and minimize impact to the affected staff
Experience supporting multi-faceted IT environments; such as laptops, desktops, scanners, printers, telephones, server, networking devices, ISP and telecoms providers and day to day desk side support activities
Ability to communicate effectively both orally and in writing and to establish and maintain cooperative working relationships
Ability to exercise independent judgment consistent with department guidelines\standards
Ability to organize and prioritize team workflow and to meet established timeframes set out by the department manager

Bank Operations Branch Service Support Specialist Resume Examples & Samples

Evaluate branches for equipment replacement/new installations to include Surveys, Order Submission and Invoicing/Assets; manage project of replacement/installations
Dispatch and manage the service requests for equipment repair
Vendor management for multiple suppliers
Maintains procedures and equipment database
6+ years banking operations or retail branch banking experience with an emphasis on analytical concepts. Demonstrate the ability to organize, direct and perform highly complex analysis. Experience in the development of management communications, procedures or policies, and in the coordination of project teams. Proficient with MS Office. Strong working knowledge of on-line systems and banking regulations. Highly organized with excellent time management skills and the ability to multi-task. General Accounting/General Ledger experience. Experience with Fixed Assets
8+ years operational experience within financial services industry. Thorough knowledge of STI policies and procedures as well as banking regulations. Vendor management experience

Commercial Service Support Specialist Resume Examples & Samples

University or Colleague degree
Advanced level of German and English skills
Customer service related experience
Effective and professional verbal and written communication – both with internal and external customers
Proficient IT skills including Excel and Outlook

Commercial Service Support Specialist Resume Examples & Samples

The Commercial Shared Services (CSS) is a component of the Global Ops organisation. At CSS we work on tasks that directly impact customers. We provide services to GE sales and service teams that enable them to attract and serve customers faster, with better quality. Within the CSS organization the team has been put in place to enable Customer facing employees to spend the maximum of their time with the Client and help them throughout the whole Customer lifecycle
Act as extended staff of businesses’ commercial team to assist them with maintaining accurate data in all relevant systems
Participates and follows through in the resolution of all process related issues within required timeframe
Prepare and present periodic reports and dashboards for the client group

Commercial Service Support Specialist Resume Examples & Samples

Update and maintain project order details based on purchase order and other documentation provided by business team
Perform daily invoicing tasks by either sending out invoices via mail, fax, email, or billing through customer’s web-based billing system
Prepare and present periodic reports and dashboards (activity & performance) for the client group
Working experience

IT Analyst Service & Support Resume Examples & Samples

Ability to Configure, Deploy, Install, Migrate, Order, Patch, Replace, Support & Triage Site Infrastructure as follows
HP & Manufacturing Printers (HP, Zebra, etc.)
Telecom — Ethernet, LAN/WAN, Firewall, RF, Routers\Switches(Alcatel &Cisco), TCP/IP, VPN & Wireless
Responsible for ordering, setup, testing, installation, and service of customer systems
Duties include supporting TSSD Austin site with new onboarding of employees, system/workstation issues and inventory management of equipment
Support 3M teams and systems located at customer sites, physically or remotely
Handles a variety of inquiries and develops solutions for moderately complex issues. Solutions are often based on the review of prior practices and/or experiences in similar situations. Most complex problem solving may require the use of experience, analysis, and research to resolve. Uses intermediate analytical skills to analyze trends or data. Uses short-term planning skills when forecasting or providing guidance to clients
Primary contacts are typically internal and on a professional, supervisory, or co-worker level. On a case by case basis may interact with customer/end user
Two (2) year Associate’s/Technical degree or higher in an IT discipline from an accredited institution
Minimum of two (2) years of IT experience
Microsoft A+ certification
Microsoft Certified Professional
Experience with process control equipment integration
Experience with Network configurations and protocols
Bachelors Degree from an accredited university
Eight (8) years of IT experience
Minimum of three (3) years of professional experience in the motor vehicle industry

National Accounts Service Support Coordinator Resume Examples & Samples

Self-starter and able to work both independently and as a team member
Passion for supporting a customer oriented business environment
Proficiency in Microsoft Outlook, Word, and Excel, PowerPoint and ACE
Familiarity with procedures and requirements for service and repair of Fire Alarm, Sprinkler and Suppression systems is a plus
High attention to detail, exceptional accuracy, action-oriented, ability to work within stringent timelines and to collaborate across departments to achieve results

Mgr, Agent Service Support Resume Examples & Samples

Direct and participate in needs assessment, development of plans, goals and objectives regarding the support of designated departments
Develops and implement Agent Services Support processes, policies, and procedures
Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations
Develop and expand on metrics to track department performance
Complete monthly SOX control documentation
Manage the process of researching and resolving Bankers Life Third Party commission issues
Manage the process of researching and resolving Washington National weekly commission cycle errors
Manage the process of researching and resolving all issues submitted to the team
Manage the process of implementing rates for new products or changes for existing products
Manage commission rate tasks associated with the implementation of new Bankers Life commissions system (AiM)
Manage the Information Technology Service Request (ITSR) process for the supported departments. This includes submitting requests, attending business requirement meetings, prioritizing and any necessary follow up
Manage user acceptance testing for ITSRs that impact licensing, contracting and commissions. This includes submitting test plans, testing and testing results sign-off

Field Service Support Specialist Resume Examples & Samples

At least three (3) years relevant FSS experience
IAT-II and IT-II certification
Korean language proficiency preferred

Field Service Support Specialist / Site Lead Resume Examples & Samples

At least five (5) years of IT-infrastructure installation experience
IAM-I and IT-II certification
Must possess at least one of the following at time of hire
CAP
GSLC
Must currently possess, or obtain within six (6) months of hire, an ITIL Foundation certification
Experience supervising small teams
Basic working knowledge of system administration, network administration, VTC administration, cyber security / IA, and property management
US citizenship
Active Secret security clearance with initiated SSBI
Experience with O&M type contracts

Technical Service Support & Field Representative Saskatoon Resume Examples & Samples

Proactively collaborates with internal teams/departments to promote a culture of inclusiveness and cooperation
Bilingual candidates preferred
Ability to troubleshoot technical issues and perform technical repairs
Strong time management skills, ability to manage multiple functions and adhere to daily deadlines
Knowledge of proper lifting/body mechanic techniques
Special attention to detail
Experience with repairing windows based equipment is an asset
Related technical experience in field

Field Service Support Sp-angola Resume Examples & Samples

Prepare all maintenance activities as outlined and instructed by the customer’s contract deliverables
Prepare a clear list of activities of predetermined maintenance activities
Determine accurate risk analysis about impact and consequence on the control system when any changes or maintenance activities are planned
Ensures that required prerequisites (e.g. design inputs, tools, and documentation) are in place prior to commencing work
Produces part(s) of total functional design specifications for small service projects subject to approvals
Produces technical design specifications for small service projects subject to approvals
Executes Implementation work assignments to appropriate standards and quality systems
Perform first and second line incident problem management activities
Shares technical knowledge with all relevant project and engineering disciplines
Pro-actively identifies potential quality and efficiency improvements within assigned work
Ensure that technical training is done on relevant systems
Bachelor degree/Diploma in engineering or equivalent experience
Experion EPKS experience is an advantage
Field instrumentation knowledge is an advantage
Needs experience on Honeywell Fail Safe Controllers (FSC)
1 – 3 years experience

Senior Manager, Clinical Service & Support Resume Examples & Samples

Work with Greater China clinical and applied markets sales and marketing management to define support requirements by Greater China business need and timescale
Liaise with Greater China Service and Support management (Tech Support, Field Service and Support) to plan and implement support plans for new and existing clinical and applied products
Coordinate the support activities for clinical and applied products and markets
Act as the voice of Greater China service and support to Illumina Corporate for clinical and applied markets
Act as the point of contact in Greater China for the BUs, Concierge service, training, quality and regulatory in regard to clinical and applied support matters
Coordinate implementation and support of clinical tech transfers and early access clinical tests in Greater China
Work with the North, East, and South Greater China Service and Support Managers to develop and coordinate well defined and standardized FAS support activities for clinical and applied markets

Reliability Solution Service & Support Engineer Resume Examples & Samples

Carry out installation/commissioning, fault analysis and repairs on Emerson Process Managements Reliaiblity Solutions products
Provide diagnostic, troubleshooting, calibration and start up and commissioning services
To provide on-site customer training where required of Emerson Process Management Reliaiblity Solutions
Be available to support the on-call Rota for Reliaiblity Solutions
To assist Sales Engineers in the demonstration of Emerson Process Management products to potential customers and to provide guidance in product application and after sales service
Proactively identify Service/Product opportunities
Reporting performance measures on lead generation
Completion of all required reports, certificates and relevant documents
Full understanding of various service programs with particular emphasis on the delivery of installation and implementation Packaged Services for Reliaiblity Solutions
Assist in the preparation of support literature for Sales opportunities
Develop reliability and maintenance strategies using Emerson’s Reliability consulting Standards and industry best practices
Review maintenance data, engineering drawings, technical manuals and other documentation to give reliability findings and recommendations
Be flexible to work throughout the British Isles, offshore or abroad and work unsociable hours including weekends to support customers
Adhere to Emerson Process Managements ethical values at all times
Other responsibilities or tasks that are within your skills and abilities, whenever reasonably instructed. The business reserves the right to make reasonable adjustments in line with business requirements

Service & Support Engineer Resume Examples & Samples

Develop tools, procedures and templates for services around SAP’s cloud solutions
Deliver these offerings to customers on-site and remote as pilots
Create training material for roll-out to our worldwide support locations
Act as trainer and multiplier

Student Assistant Inside Sales & Service Support Resume Examples & Samples

Working with Company’s CRM Software
Supporting the team in different marketing activities, e.g. following e-mailings and leads qualification process
Supporting the Warehouse physical count
Processing order entry
Translating manuals and brochures
Answering incoming customer calls
Assist in Preparation of workshops
Currently enrolled as a student, preferably in Marketing or in Technical Disciplines. Alternate science degrees will be considered
Able to work fulltime within the 9 months employment (40h per week)
Ideally experienced in working with CRM Systems and Knowledge of MS Office software

IT Analyst Service & Support Resume Examples & Samples

High School Diploma/GED or higher from an accredited learning institution
Bachelors Degree or higher from an accredited university
Minimum of eight (8) years IT experience
Minimum of three (3) years professional experience in the motor vehicle industry

EUS / Field Service Support Resume Examples & Samples

Process software requests and reports from software request system, Asset Management system and shared mailbox
Follow process for each software request based on license type
Follow documentation for processing requests in software request system
Follow process for quote requests
Follow process for creating reqs and POs
Follow up on status of quotes and POs with suppliers
Follow process for creating assets in Asset Management system
Follow process for determining software license availability
Monitor and resolve emails sent to Shared Mailbox
Monitor and resolve CA tickets
Update assets in Asset Management system based on requests
Place software orders in supplier portals as needed
Request new suppliers in Deere’s Supplier Request system
Generate reports as requested
HP Asset Manager
JD-SRS
SCCM

Service & Support Development Leaders IN Resume Examples & Samples

Supporting engine logistics from originating plant to customer and/or distributor
Working with global distributors to develop annual operating plans relative to service investments
Analyzing performance metrics and developing plans for improvements to resolve distributor capability issues
Maintaining global plant and account management relationships to lead the facilitation of information systems for new distributors
Technical knowledge of engines, engine logistics and engine components
Issue management of cross-functional EBU/DBU capability challenges
Executing Synchronized Business Planning

Field Service / Support Engineer Resume Examples & Samples

Perform field site surveys prior to project deployment to assess best gateway and Bridge/relay placement
Interface with customer and contractor installation teams during the installation phase. Work with and support outside contractors and customer installers to ensure project deployment timeliness and quality
Assist in training installers for network relays, gateways and related SSN software
Responsible for ensuring network device information is accurate in Distribution Automation-Network Element Manager (DA-NEM) application
Document and communicate all project issues, potential solutions and recommended actions to Project Manager
Participate in industry related training programs and other self-improvement programs each year
Minimum 1 year related experience
Experience in personal computer operations and use of mapping tools, word processing, project management and spreadsheet systems
Experience and knowledge of gas, water and electric utility meter reading and related technologies is desirable
Ability to travel as much as 80% of the time
Must possess good written and verbal communication skills

EUC / Field Service Support Resume Examples & Samples

Provide Level 2 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users
Analyze, resolve, respond to, and document end user inquiries
Install desktop/Laptop software using approved tools
Troubleshoot operating system
Troubleshoot connection issues with LAN/WAN
Responsible for raising and coordinating problem management issues
Perform additional tasks (end user/infra related) when required
Strong understanding and skills in SLA, KPI Management
Experienced in Active Directory user administration, OS imaging processes, ticketing, SW installation and imaging tools, automated help desk systems, troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers), network and local printer installation
Basic understanding of SCCM client troubleshooting
Knowledge of TCP/IP, Windows Security (Share and NTFS permissions)

Head IT Infrastructure & Service & Support Resume Examples & Samples

Lead IT Infrastructure and IT Service & Support teams EMEA (around 30 employees), incl. management by objectives, salary review, resource planning, coaching and motivation of employees, sourcing
Ensures adherence to global standards
Drive key strategic projects and continuous improvement for Infrastructure and Service & Support teams
Ensures optimal team collaboration between Infrastructure and Service & Support as well as with Business Application teams
Stakeholder management with Site Leadership Teams in EMEA

Senior Enterprise Service Support Engineer Resume Examples & Samples

Responsible for the follow-up of our enterprise customer’s Incidents and Problems until resolution,
Perform second line diagnostics and troubleshooting
Call follow-up with our ticketing system,
Escalation call logging and follow-up with vendors and other 3rd party companies,
Liaises with the Help Desk, Presales and Consultants to ensure swift resolution of faults or service delivery
As domain expert, he will assess and follow the customer requests in term of design, changes, request fulfilment process documentation business needs and expectations and consistently delivers a quality service
University graduate, or a high school technical graduate, in IT
He /She has an in depth knowledge of IP Networking LAN – WAN, IP routing and routing protocols, switching and switch related protocols
He/ She has a deep knowledge of Alcatel routing and switching products (OmniSwitch, OmniAccess,…)
The following knowledge is considered as an asset: Cisco Security, Cisco Wireless, Cisco Core, Checkpoint, Juniper Security, F5 loadbalancers, Aruba Wireless
Vendor Certification is an advantage
Experience: minimum 5 years in a similar support function
Fluent in Dutch and a good level of French and English is required
Highly proactive and committed, good communication skills, customer orientated and well organized

Electronic Trading Market Data Service Support Engineer Resume Examples & Samples

Coordinate with vendors and internal teams to analyze, plan and implement mandatory exchange driven changes
Develop tools for ongoing improvement of production support, monitoring performance and stability of market data platform and infrastructure
Provide 3rd level support to operational roles
Define project plans, timelines, and milestones

Data Center Service Support Specialist Resume Examples & Samples

Excellent customer service skills, including timely responses to requests for assistance with accurate and careful performance of task(s)
Excellent verbal and written communication skills with an ability to speak and write professionally at all times
An ability to work with and for a community of users that expect attention to detail and reliable performance of requested service
Intermediate Mac and PC experience. Proficiency with Microsoft Office (Excel, Word) and Internet browsers
Must have the ability to adapt to, learn from, and apply new computing technology products via reading documentation
Strong organizational skills and the ability to prioritize and adjust tasks as required
An ability to work with Wiki and similar web technologies
An ability to enter, update, and maintain a database
Familiarity with current computing products, trends, and issues
Job requires a high degree of accuracy and attention to detail
Proven ability to work independently with minimal supervision while demonstrating integrity and follow-through
Demonstrated team player
Powerpoint slide development and an ability to present to a small team of co-workers and management
Intermediate knowledge and experience with local area networks and servers
Basic to moderate knowledge or experience with Building Control/Monitoring Systems
Knowledge of database design or development
Programming experience with PHP, SQL, or Node.js
HTML, and Web Page development experience
A motivation towards continual self-improvement and development of technical and Office of Information Technology (OIT) personal performance behaviors
Understanding of and fluency in technical verbiage relevant to computing and networking highly preferred

EUS Field Service Support Resume Examples & Samples

Experienced in Active Directory user administration, OS imaging processes, ticketing, SW installation and imaging tools, automated help desk systems, troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers), network and local printer installation Basic understanding of SCCM client troubleshooting Knowledge of TCP/IP, Windows Security (Share and NTFS permissions)
Basic knowledge of Servers, Switches, Routers, and Data Center related HW
Ability to deliver services on time, demonstrate strong customer service skills, and achieve a high degree of end user satisfaction

Customer Sales & Service Support Resume Examples & Samples

Knowledge of administrative and advanced clerical procedures
Excellent communication skills and the ability to tactfully, expeditiously and professionally interact with internal and external customers
PC skills are essential, e.g. Windows 7, MS Office 2007 (Word, Excel, PowerPoint, Outlook), Visio, Adobe Acrobat, AS400, Oracle, CRM, AlcoaDirect
Understanding our product line and how it relates to our customer orders
Navigating through multiple and complex computer systems used in the job, along with proficient keyboarding skills and attention to detail
Understanding plant production processes and who are the appropriate plant contacts for different situations
Understanding commercial policies and procedures and who are the appropriate commercial contacts for different situations,
Applying administrative procedures
Ability to extract data from databases, understand the data and correctly apply it to the processes
High School Diploma (minimum)
Proficient Microsoft Office/computer skills
3 years of progressively responsible experience in a sales & customer service position
Prior industrial/manufacturing customer service experience is preferred

National Accounts Service Support Coordinator Resume Examples & Samples

Receive requests for service from customers / or other SSC’s and forward to appropriate branch office, follow up and report completed work to the customer
This is a position that will involve a high level of investigation in order to achieve problem resolution
Serve as the primary point of contact for select National Accounts customers in USA and assist Canada ensuring all service related requests are met including inspections, service calls, emergency parts deliveries and all written correspondence is completed and forwarded to the customer
Process quotes and proposals when required
Implement client contracts and provide information to regional and District personnel
Coordinate customer requirements and issues of concern, to include monthly account reporting requirements (to include extraction of late inspection reports via system(s) utilized by the SST group, follow up on open issue(s) reported by the customer in a timely and accurate manner as required and any other reporting means required and requested by management or the customer)
2-3 years equivalent work experience
Required PC skills Microsoft Office Products e.g. Word, Excel, Outlook and Power Point
Excellent written and communication skills required

Analyst, Digital Service & Support Resume Examples & Samples

Contribute to projects to centralize digital capabilities across all channels
Gather and provide insights for business cases
Act as a digital subject matter expert
Work closely with UXD, Development and QA to execute projects
Identify and work on initiatives to continuously improve the digital experience
Help prioritize the initiatives with the most impact to Digital NPS and other key metrics
Intake & manage requests for BAU changes from various cross-functional teams
Track and measure efficiency & delivery of all initiatives (impact on business and customer satisfaction) against established targets
Analyze call driver reports and customer feedback
Accountable for his/her initiatives and the associated results
Identify potential roadblocks and proactive determination of solutions to be implemented
Help monitor the site and work with production support team to resolve issues
1-4 years Business experience with an emphasis on digital and customer experience
Experience in the implementation of digital capabilities
Experience in gathering insights from analytics
Proven ability to analyze and interpret data to provide insight-driven direction to a variety of stakeholders
Ability to analyze issues, identify root causes and recommend solutions
Strong skills to work collaboratively
Self-sufficient and ability to operate with autonomy
Delivers results in a rapid-paced, adrenaline-driven environment
Entrepreneurial and adaptable, but can also deal with process and controls
Excellent communication (written and oral) and presentation skills
Knowledge of telecommunications is an asset

Product Manager, Digital Service & Support Resume Examples & Samples

Lead the digital experience strategy that will contribute the omni-channel strategy and framework
Understanding of technical aspects of web & mobile applications
Creative ability with practical application for digital channels

Digital Product Owner Service & Support Resume Examples & Samples

Act as a digital subject matter expert
Prioritize and groom backlog with product vision in mind
Work closely with user experience and technology teams to build products
Track and measure efficiency & delivery of all initiatives (impact on business and customer satisfaction) against established targets
Identify potential roadblocks and proactive determination of solutions to be implemented
Helps Foster an AI and mobile-first culture
3 - 7 years Business experience with an emphasis on digital and customer experience
Experience in the implementation of digital capabilities
Proven ability to analyze and interpret data to provide insight-driven direction
Ability to analyze issues, identify root causes and recommend solutions
Self-sufficient and ability to operate with autonomy
Knowledge of telecommunications is an asset

Product Specialist, Digital Service & Support Resume Examples & Samples

Act as a digital subject matter expert
Advice, consult and socialize with key stakeholders involved in prioritized initiatives; documents business opportunities, recommends digital solutions and provides timelines and budget impacts
Take projects from concepts to detail requirements and use cases
Work closely with user experience and technology teams to build products
Define clear KPI’s with each initiative and work with analytics and reporting teams during all stage of product development
Determine Key Performance Indicators to track the impacts of the self-serve initiatives across all channels
Track and measure efficiency & delivery of all initiatives (impact on business and customer satisfaction) against established targets
Identify potential roadblocks and proactive determination of solutions to be implemented
Experience in the implementation of digital capabilities
Proven ability to analyze and interpret data to provide insight-driven direction
Ability to analyze issues, identify root causes and recommend solutions
Strong skills to work collaboratively
Delivers results in a rapid-paced, adrenaline-driven environment
Entrepreneurial and adaptable, but can also deal with process and controls

Client Service Support Executive Resume Examples & Samples

As a support executive you will be the first point of contact for our customers reactively responding to enquiries and requests within set SLA’s
Responsible for identifying root causes of issues and proposing solutions and work arounds
Offering support via telephone, email and remote access and escalation to our internal operational teams
Providing guidance and support for our subscribers identifying training opportunities leading to a successful customer experience
Recording all customer interaction in our CRM System Sales Force and undertaking routine maintenance, prioritising and managing case queues
Second language either French, Spanish, German, Italian
Demonstrable experience in a customer facing support role
Good problem solving skills and exercise initiative
Self-motivated, well organized and able to prioritise
Ability to build relationships internally and externally
Strong knowledge of Web Browsers, MS Office – Outlook and Excel
Organisational and planning skills, with ability to prioritise

Chief Field Service Support Engineer Resume Examples & Samples

Support of Field Service activities in the Product Line/ Regions covering the GT oOEM target fleets
Provide support and technical input to the development of field Work Instructions and documentation for use at site
Support, develop & deliver training in field execution activities
Supports Engineering & Field Service in site/workshop repair, tools development
At least 10 years of experience in the Gas
Broad experience in Field Service with oOEM Gas Turbines and a depth of relevant experience in energy power industry
Training/experience with installation and maintenance programs for Gas Turbine & Generator sets and all related off base related auxiliary equipment
Experience in a service environment and/or with repairs projects/workshops
Strong IT skills in Office, Primavera/MS Project, Visio Support Central/SharePoint
Able to effectively interface with all levels of internal and external customers
Effective team building, influencing and problem solving abilities
Clear thinker with an ability to focus on the “critical few” issue/priorities
Ability to translate strategy into business objectives

Project Manager, MV Service Support Resume Examples & Samples

Responsible for the planning and execution of Medium Voltage Field Projects, primarily focusing on the commissioning of Medium Voltage Drives and associated equipment
Review of the preliminary customer technical specifications and commercial requirements, generating proposals for required Field Service
Being able to manage and balance the projects from financial, commercial, and technical perspective
Responsible for managing all commissioning-related activities
Maintaining a schedule of commissioning dates
Acquiring Purchase Orders when necessary
Scheduling Field Service Engineers (FSEs)
Managing the relationship with the customer
Overseeing FSEs work, ensuring any issues are addressed on site
Gathering reports and data from the sites
Invoicing for the commissioning, and ensuring the customer commissioning is completed successfully
Experience in a customer facing role
Demonstrated ability to provide creative solutions to meet customer and business requirements
Experience in managing financial goals in concert with project goals
Strong knowledge of MS Office Software
2 plus years in Project Management, ideally in a manufacturing environment
PMP or PMI certification considered an asset
Familiarity with Rockwell Automation business groups
Familiarity with Rockwell Automation Medium Voltage products
Familiarity with SAP software
Industry Experience
Strong Customer Service and Commercial Skills

Team Lead Client Service Support Resume Examples & Samples

People management functions related to goal setting and performance reviews
Ability to set expectations related to customer service and provide feedback
Excellent Customer service skills
Fundamental knowledge of software and hardware technologies
Ability to define and direct coordinated processes to provide high quality systems, communication infrastructure, and technology support to the enterprise
Strong understanding of all MS Server OS technologies used by Crowe and troubleshooting processes
3-5 years previous related experience required
Customer service training/experience with relevant certifications is highly desirable
General understanding of technologies and troubleshooting processes
Ability to work various shifts as needed including evenings and weekends

Field IT Service & Support Resume Examples & Samples

Strong planning, problem-solving, decision-making skills are required
Communicate directly with our customers
Computer hardware installation, training, maintenance, diagnostics & replacement of the following: Servers, Computers, Switches, Modems, Routers, as well as Wired & Wireless Infrastructure Hardware
Basic OS troubleshooting (preferred) as well as some basic knowledge of Linux is preferred but not required
Experienced in Windows OS troubleshooting
Must have experience with supporting 1 to 20 computers / workstations
A degree or certification is preferred, but not required. A successful candidate must have equivalent experience in a technical field
Experience in virus removal
Must be fully qualified to perform the technical tasks listed
Must be motivated, reliable, and trustworthy
Must be motivated to learn and adapt to areas you may be unfamiliar with
Must be eligible to drive a vehicle that is DOT certified (CDL not required)
Must have the ability to maintain a DOT log book
Must have a good driving record
Must be available for local “day” travel. Occasional Long distance overnight travel will be required as well (2-3 nights/month)
Be available to cover a rotating weekend “On-Call” schedule
Must have ability to climb grain legs and other like structures
Must have ability to do coaxial and networking cable runs
Must be able to adapt to a wide variety of applications as it relates to computers/network equipment. Strong network experience is preferred
Candidate will preferably live in or closely around the Scott City, Garden City or Dodge City Geographic Area

Manager IT Service & Support Resume Examples & Samples

Superior knowledge of all aspects of Information Technology and industry practices as well as a detailed understanding of related systems architecture
Excellent analytical, problem solving and troubleshooting skills in order to quickly and effectively resolve problems
Be highly creative in identifying and researching technical solutions to resolve business problems
Be able to take abstract concepts and apply them to formulate solutions and often work in variable, precedent setting situations requiring the ability to quickly identify and resolve unique problems
Have a detailed knowledge of all applications supported by the department in order to provide user support
Keep current with rapidly changing technological trends and provide recommendations on the future technological directions and architecture of the Division
Have good interpersonal and communication skills in order to deliver proposals, provide consultation to staff and interact with diverse user groups from clerical to senior management level

Service Support Supervisor Resume Examples & Samples

Creating and maintaining CSC service quality standards, setting up service quality control system
Ensuring daily operation of telephony system and CRM，optimizing process and system function
Responsible for monthly report and other analysis report, ensuring report accuracy, monitoring department operation
Organizing and supporting related project
Strengthening team building, having attention on team members' growth
Achieving department and individual KPIs

Client Service Support Specialist Qual-lynx Resume Examples & Samples

Run, compile, format and distribute weekly and monthly reports, identifying trends and issues that need to be addressed by the client services team
Assist in new client implementation and new product roll out
Support the marketing and branding initiatives of the company, collaborating with other departments as needed
Help organize the department’s work efforts, and track progress in completing special projects
Coordinate internal and external meetings, presentations and client communications
Assist in completing and formatting responses to RFP/RFQs, outcomes reporting and preparing outgoing client communications
Manage and organize the department’s documents, deliverables and various project timelines
Assist in the creation and delivery of customized provider panels
Manage schedules, resources, and logistical needs for the Department
Set up and manage presentations, CEUs and In-Services, coordinate logistics for seminars , conferences and industry events
Manage logs compiling customer feedback and coordinate responses as needed
High School Diploma Required, Bachelor's degree in strongly preferred
1-3 years minimum experience in an administrative support and/or client/customer service role required
Strong communication skills needed, including excellent writing proficiency
Advanced Microsoft Excel and PowerPoint skills are required
Ability to manage multiple project timelines simultaneously while focusing on day to day tasks
Health Plan/HealthCare/Insurance/Worker’s Compensation experience a plus

Service Support Engineer Resume Examples & Samples

Front line people performing all the functions of the 'Customer Helpdesk' role and additionally providing in-depth technical support to customers through network or equipment monitoring, localisation and remote repair
Technically aware customer service agents who demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating and all 5 BT values) such that customers that they call/call them are left "delighted" with the experience
Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)
Requires 6 -12 months of in depth technical training plus several years of experience (e.g. 'expert' depth on 2-3 technologies or 'high' depth on 8-15 technologies). Example CCNA/CCNP Cisco level
Must understand the BT products and services that they represent to a solid "basic" level (e.g. same as Sales roles) and in depth BT's operational/service processes
These people are not 'script-driven'

Regional Service & Support Specialist Resume Examples & Samples

High School Diploma or Equivalent and 2 or more years of experience in the Sales area
Strong conceptual and analytical skills
Strong organization and project management skills
Retail automotive experience
Technical proficiency with various operating systems and software programs including Microsoft Windows, Excel, PowerPoint and IOS operating systems, and Adobe Basic

Voip Coordinator / Field Service Support Resume Examples & Samples

Activation and deactivation of VoIP phones inside Cisco Call Manager and Lync/Skype
Activation and deactivation of voicemail profiles inside Exchange UM
Activation and deactivation of softphones
Troubleshoot and resolve End User issues reported through the Service Desk
Prepare, stage phones and oversee new VoIP phone deployment projects
Work with or guide Tier 2 and deploy technicians onsite during a deployment
Resolve and close Tickets related to VoIP phone issues that are escalated from the Service Desk and Tier 2
Ongoing support of VoIP phones after launch at a Deere unit
Maintain and manage phone inventory
Update Asset Manager

EUS / Field Service Support Resume Examples & Samples

Ensure Management of Full Time or Dispatch Engineers at various locations in the region via documented process to our Delivery and Partners
Should have participated in Transition and transformation projects in the EUC and Field Services domain
Should have knowledge on Service Desk operation and tools
Good graps of ticketing tools
Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc
Should have knowledge on MS Office and Microsoft project
Taking ownership of issues through to resolution on all appropriate requests
This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned
Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc
Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications ie Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them
Effective communication in English mandatory, any local languages or one of European Language is favorable
Experience 4+ years' experience with 1+ years in similar or related role
Experience in manufacturing/factory service delivery desirable
ITIL/PMI professional is a big plus
Good mix of Transition (External customer), Delivery and project experience in EUC

Service Cashier / Service Support Resume Examples & Samples

Responsible for printing out estimates, invoices and accepting payment for completed service work
Responsible for keys while cars are being serviced
Type 40WPM

Field Service / Support Technician Resume Examples & Samples

Requires minimal supervision unless problems arise or as departmental goals and/ or tasks change
Displays initiative and judgment in arranging job activities to achieve objectives
Proactively advises and updates group regarding data analysis and reporting status
Ability to train others in usage of data and software systems as needed

Service & Support Lead-high Tech Resume Examples & Samples

Be accountable for commercial targets
Is accountable to meet own account-related P&L, supports overall customer revenue consumption (from all lines of services) and margin (bid and incoming margin)
Identifies customer problems and pain points that can be addressed through MaxAttention/Active Embedded offerings including value assurance packages
Is accountable for MaxAttention renewals and quality of services delivery plans
Drives customer loyalty and satisfaction
Provides transparency of customer status towards DBS market unit management
Demonstrate Leadership
Serves as trusted DBS partner for a dedicated customer, managing a sustainable and long-term engagement starting with customers not necessary in the “important SCP account” segment in a 1:1 relationship (1:n also possible)
Strongly supports the development of the customer along the defined value based innovation roadmap together with the Business Transformation Lead and corresponding Solution Architects
Manages the account P&L
Supports the definition and management of the strategic development and direction of the customer by jointly establishing the customer’s innovation roadmap
Ensures the adoption of the value based innovation roadmap
Establishes and actively manages relationships with key customer stakeholders (LOB and IT)
Serves as point of contact for the customer to simplify the experience, mitigate risks and resolve high profile project, support and contract escalations and questions
Oversees the development of proposals and tenders
Establishes trusted advisor status with strategic customers
Manages “business outcomes” based on customer business KPIs
Ensures on-time and on-budget delivery and appropriate project & risk management
Actively collaborates with the entire Front Office Team (program manager, project manager, TQM, EA,…)
Defines and agrees on governance model with customer and front office team
Orchestrates and participates in the governance cadence with customer
Ensures contractual obligations are met across Services, Subscription and Maintenance contracts
Entrepreneurial mindset (DBS P&L knowledge)
Experience in 1 or more industries and the industry the customer belongs to (core processes and trends of the industry)
Experience in Value Management and Realization
Experience to sell and deliver customer engagements
Knowledge of the strategic and operational issues of engagement management, program management and project management
Ability in managing internal and external client expectations on program requirements and deliverables
Strong knowledge of SAP’s Digital Transformation Strategy, our Service and Support offerings (e.g. Premium Engagement, Max Attention, Value Assurance Packages)
Liaison and consultative skills: negotiating skills within a context of political sensitivity and conflicting interests
Strong writing, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets
Proficiency in key program management knowledge areas of Program Management Lifecycle, Benefits Management (Value Management), Program Governance, Stakeholder Management
Knowledge and competency in program management related areas of Knowledge Management, Portfolio Management, Organizational Change Management,
Adaptability and flexibility to manage deadline pressure, ambiguity and change
Leadership, organizational and interpersonal skills; the ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior management, clients, peers and team members
10+ years of transformational program management across large programs which include P&L management of large engagements
Proven experience in successfully leading cross functional teams without authority / in a matrix
Strong experience with engaging C-level customers
Proven to successfully operate and align across internal and external stakeholders on various levels
Project Management experience needed
Strong IT/Software industry background is an advantage
Depending on account - international experience required
Strong stakeholder management and influencing skills
Adequate experience in managing customers, partners as well as internal resources
Management experience of medium to large size and multilayered teams is desirable
Management of remote resources and strong interdisciplinary orientation
Cultural awareness and experience working across different cultures and nationalities
Strong interpersonal skills with advanced networking capabilities and business development skills
Strong leadership and people management skills are desirable
SAP Product Portfolio (on premise and cloud solutions, S/4HANA) / SAP standard solution and service offerings
SAP Next Generation solutions and services (e.g. S/4HANA, Fiori (Mobility, UX), Cloud)
Industry Solutions (in related Practice area)
SAP Product Roadmap (in related Practice area)
Stakeholder management and influencing skills
C Level Communication & Presentation
Meeting Moderation
Facilitation & Negotiation
Managing expectations, conflicts and escalations

Manager of Service Support Team Logis Ocean Resume Examples & Samples

Maintains good working relationships with appropriate internal and external DHL customers
Is flexible and continuously responsive to changing business and user requirements
Provides reporting and escalation path to the departmental Management
Provides verbal and written technical reports to specialists on aspects of system status. Provides non-technical reports to users and managers
Delivers team objectives to agreed OLA/SLA
Supports and complies with the ITS Run processes
Identifies and rectifies the full range of operational exceptions and error conditions and manages sensibly and responsibly the resolution of unexpected or extraordinary events or incidents
Ensures that users, specialists and others are kept informed of progress and status using appropriate methods
Contributes to departmental policy, procedures and practices
Supervises all daily activities
Schedules tasks according to priority
Monitors individual performance and provides technical guidance to team members as required
Ensure development of people through a comprehensive training plan for direct reports and subordinates
Result oriented personality
Strong communication, organizational and presentation skills
Leadership and mentoring skills
Pro-activity & Self-motivation

Manager of Service Support Team Resume Examples & Samples

Degree in Computer Science, Information Systems or equivalent experience
Good understanding of ITIL, certification is an advantage
At least 2 years proven experience with IT system solutions support team leadership (for ex. ServiceDesk, Application Support etc.)
Good organizational skills and ability to perform under stress
Flexible and continuously responsive to changing business and user requirements
Provides verbal and written technical reports to specialists on aspects of system status
Provides non-technical reports to users and managers
Provide clear direction and performance standards across the team
Provides advice, assistance and leadership associated with the planning, design and improvement of service and component
Plans arrangements for disaster recovery together with supporting processes and manages the testing of such plans
Excellent communicator; who displays good potential or actual team leadership skills
Must display evidence of customer focus as a prerequisite for this post, plus the ability to work with minimal supervision in a fast paced environment
Fully proficient knowledge and understanding of user/customer perspective and the impact of technical and application problems on their customer’s business
Technical or administration expertise relevant field (Hardware; Information management; Systems Management)
Experience in logistics business is an advantage We welcome analytical thinking and leadership soft skills
Excellent in stakeholder management and also had previous experience in people management
Able to work on permanent US shift (11pm-8am)

Service Support Admin Entry Resume Examples & Samples

Provides administrative support in support organization to support personnel, including call management, documentation creation and office automation assistance. Creation of repair work papers and documentation
May routinely provide support to remote team members. Responds to customer inquiries, acts as liaison with product divisions and other internal entities. Works on administrative assignments with clearly defined objectives
Performs routine clerical services/ support administrative duties using prescribed procedures incl. logistics and preparation for repairs like cleaning. Solves problems which are limited in scope and complexity
Works in accordance with the quality system and maintains work instructions and manuals accordingly

SF Appraisal Assignment Coordinator & Service Support Resume Examples & Samples

Monitoring of the appraisal management system queues in order to ensure the prompt delivery of completed appraisal services, client communications and timely payment of invoices
Communicate appraisal revision requests to appraisers as requested by: underwriters, lending partners and teammates
Coordinate and problem solve issues that arise during the appraisal delivery/procurement process. Communicate proposed solutions and resolutions to all parties including appraisers and production staff
Provide administrative support to Appraisal Review Team by: set-up, log-in, assignment and delivery of technical review requests
Process appraiser-vendor invoices by: entering invoice info on spreadsheet; assigning correct GL/Branch to invoice; completing the status in appraisal management system; documenting the LOS conversation log; uploading/delivery of “paid” invoice to internal clients; and providing GL-formatted hard-copies of invoices for management approvals
In conjunction with the Single Family Operations Manager, manage the appraisal vendor(s) to achieve highest quality service, timing, communications, reporting and overall production
Ensure that appraiser independence is protected at all times. Act as the liaison between production (loan officers, processors, and other staff) and the appraiser as required
Educational requirements include high school diploma or higher. Knowledge of single family appraisal, including familiarity with the Uniform Standards of Professional Appraisal Practice (USPAP) and federal appraisal independence requirements (AIRs) preferred
Three years of experience in an office setting required
Must be a self-starter, quick learner, highly motivated, organized, dependable, work well under pressure and be able to manage workload effectively with minimal supervision
Must be accurate in completing responsibilities with strong attention to detail
Excellent interpersonal skills that will enable service level commitments to be achieved while ensuring compliance with regulatory requirements
Enjoy a flexible, fast-paced and multi-task oriented work environment. Must be able to adapt quickly to change and to significant swings in appraisal volume
Familiarity with office procedures and equipment, including personal computer and Microsoft Word. Experience with Microsoft Excel required
Accurate typing - 40 WPM. Microsoft Office experience required
Hours: Monday through Friday - 8 hours/day and overtime as required

Merrill Edge Service Support Associate Resume Examples & Samples

Superior client service skills including excellent listening skills and professional phone/mail etiquette
Accurate data entry skills
Track record of attention to detail and follow through on assignments
Keep current and comply with regulatory requirements
Foster collaborative relationships within and across business units and sectors
Operational experience preferred
Self-starter, must be willing to asks questions and constantly seek ways for process improvement
Must develop a deep understanding of their process quickly and be able to speak to their process across all levels of the organization
Working knowledge of Microsoft Office Products; Word & Excel
College degree or equivalent work experience desired
Client/Customer Service background preferred
Knowledge of ML/BAC policies, procedures and Core Values
Series 7 & 66 registration preferred, not required
Knowledge of the markets and branch office operations a plus

Supervisor Service Support Resume Examples & Samples

Supervise a team of Interpreters with varying levels of certification and skill sets from across the globe
Manage an expense budget that is paid to contractors and interpreter agencies across the globe
Optimize a variety of accessible technologies that provide reasonable accommodations to employees with disabilities
Provide direct administrative support to Director and Lead team as needed
Bachelor's degree and two years related work experience or six years related work experience post high school
One year supervisory or leadership experience
Interpreter Certification from one or more recognized institutions, i.e. the Registry of Interpreters for the Deaf (RID), National Association of the Deaf (NAD) or State Certification/Licensure
Demonstrated experience coordinating and providing accessible communication services
5 to 8 years of professional American Sign Language Interpreter services to businesses, government agencies, community services and or higher-education institutions
Strong fiscal acumen and expense budget management
Complex schedule coordination for provisioning of accessible communication products and services
Knowledgeable about various certification levels, competencies and proficiencies in the American Sign Language profession
Skilled at assessing "best fit" communication styles between telecommunication professionals and ASL Interpreter competencies
Talented at managing group dynamics
Experience in working with a wide-range of customers with disabilities

Senior Laser Field Service Support Engineer Resume Examples & Samples

Installation, maintenance and repairing of laser systems used for material processing
Provide technical support via telephone/email/remote diagnostics in close collaboration with internal factory staff
Conduct customer-specific training courses at Lumentum Switzerland or at the customer's premises
Attractive salary and bonus structure
Live and to work in one of the world’s most desirable high standard-of-living European cities
Further training possibilities are always supported
Free parking
Team-oriented work based on trust and commitment

Team Leader for Service Support Center Resume Examples & Samples

Minimum secondary education
Minimum 4 years professional work experience within the IT industry on a direct team management position - preferable from an IT service provider vendor in a Customer Support Center/Service Desk
Positive attitude including high motivation skills
Strong business understanding of Service Desk environment /KPIs, SLA, dynamic flow & interaction with the global colleagues during daily operations/
Understanding what it means to work in an international environment with different cultures
Fluent English (written/spoken)
General overview of IT technologies

Field Service / Support Engineer Ts / sci Resume Examples & Samples

BS Degree in Computer Science / Engineering related field OR
Military/professional background with commensurate technical training, and a minimum 5 years’ experience in technical related field
Current TS/SCI Clearance with ability to obtain CI/FS Poly
Active CI/FS Poly preferred

Senior Field Service / Support Engineer Resume Examples & Samples

Expertise with SGI hardware/software and High Performance Systems (Irix, Unix, Linux)
Knowledge of system interoperability with Raid [or other] Storage, Networks, Servers, and other system type attachments
High level of problem isolation and identification skills
Excellent communication and customer relation skills
Some travel required. (Approximately 10%)
Expected to work after hours and weekends when necessary
Required to carry a "pager" and participate with the team on-call rotation
Live (or be willing to live) within 1 hr drive time to Aberdeen, MD
Hold a current TS Security Clearance or be able to obtain such clearance
BS Degree in Computer Science / Engineering related field or military/professional background with commensurate technical training
Minimum 5 years experience in technical related field

Crown Bolt Service Support Associate Resume Examples & Samples

Acts as a liason between field and headquarters to provide backup support in administrative and technical areas. Creates, updates and monitors credit for defective merchandise
Received and monitors all merchandiser's mileage expenses
Monitors cross merchandise and quarter pallet promotions
Compiles delivery issues and statistics for reporting to Logistics
Compiles, maintains and monitors surveys and tracks information for stores and field service team
Must be eighteen years of age or older
Must pass Background Check
Must pass pre-employment test if applicable

Technical Service Support Engineer Resume Examples & Samples

The Engineer Technical Support is responsible for providing 2nd & 3rd line escalation support both onsite and remote
Technical Support is part of the Global technical support structure and works in line with different departments in the FEI organization, supported with an effective call handling process
Technical Support is tasked with resolving problems in the field, both directly to the customer and to the local field service engineer. If needed, technical support can escalate to the Manufacturing Groups. This is the department with expert knowledge on the specific system modules
Besides supporting escalations, he/she is responsible for providing customer phone support with use of the DBD process (Diagnose Before Dispatch), supported by FEI’s RAPID remote diagnose system
The Technical support engineer has a leading role in the transfer of new product knowledge to Service Engineers and drives quality improvement programs of FEI products
A Technical BA degree (electronics, software, physics, mechanics) or a combination of technical education and experience that demonstrate the required skills
Typically 10 years of experience in a Field Service or Production Testing environment
Experience with analytical equipment (Electron Microscopes, Wafer Steppers, medical equipment)
Experience with demanding customers (internal /external) and understanding of the importance of customer relations and intimacy
Willingness to travel (30%-40% of working time) with max. periods of 2 weeks
Experience with systematic technical troubleshooting
Proactive and result-driven mindset
Attendance is a required function of this position
Must be able to travel internationally with the ability to obtain a valid passport

Service & Support Senior Program Manager Resume Examples & Samples

Partnering with Business Leaders and partner organizations to understand business strategies and relevant priorities to effectively establish and lead programs and projects to meet business objectives while maintaining or improving operational efficiency and customer satisfaction. This will be accomplished through effective Program and Project leadership based on strong interpersonal, analytical, collaboration, and risk management skills. This responsibility includes, but is not limited to: leading enterprise and business systems transformations, re-engineering business processes and leading change management to drive effective adoption of new systems and processes, driving cross-functional/cross-organizational growth and operational efficiency initiatives
Demonstrated analytical and problem solving capabilities
Business and Enterprise IT knowledge
Demonstrated ability to effectively drive organizational change
Demonstrated experience in effectively leading and managing large multi-organizational, multi-country programs and projects with ability to achieve results through influence and collaboration with virtual teams
Independent, results orientation, with a hands-on attitude and decision making skills that consistently reflect global considerations
Demonstrated experience with Project Management methodologies including Waterfall and Agile as well as business process re-engineering and process modeling techniques
Process development/management skills and working knowledge of LEAN & 6S
External Industry focus with bias towards measuring results against customer expectations

Senior Technical Service Support Specialist Resume Examples & Samples

Engage current and potential Niagara developers to bring a strong community voice to Niagara developer program initiatives
Working with technical support team to handle the L3 cases, to provide the SW developing support according the partners’ requirement,
Building the drivers and apps based on Niagara Framework as the professional service for the specific industry and partners
Working with the education team to increase awareness of Niagara technology through university partnerships and programs
Technical Bachelor’s Degree Required (Computer Science, Information Systems)
8+ years of experience working in the complex software product development projects, including OnPremise /could software system
5+years leadership experience, building out strategies and global teams
8+years managing budgets, timelines, and resources
5+years experiencing on JAVA design patterns. Or 5+years experiencing on Web UI development, including JavaScript and CSS,HTML5
3+years experiencing with Agile Software Development and Test experience using automated test tools
Strong written and verbal communications in English and Chinese
Strong self-motivation, and effective team player and able to work with a diverse array of people, challenging in a non-confrontational way and build successful working relationships
Master’s Degree in Information System or Computer Science
Experience with iOS and Android Marketplace Strategies
Project Management experience and DevOps
Experiencing on Python, Hadoop, Spark, Kafka, Load balancers

Channel Service Support Business Analyst Resume Examples & Samples

Good public speaking/presentation skills, and command presence are a must
Extensive experience in KPI reporting, data mining, to include creation of dashboards. Experience with Tableau a plus
Technical expertise regarding data models and database design development
Programming skills preferred. Understanding of XML, SQL, and Business Objects
Experience using statistical packages is desirable for analyzing large datasets
Excel domination and mastery is highly preferred
SAP Experience required
Exemplary professional demeanor, resourcefulness, flexibility, and self-motivation
Ability to maintain a positive attitude in high stress and multitask in an extremely dynamic environment

Service Support Resume Examples & Samples

Keep up-to-date on basic product knowledge
Perform various duties around the facilities
Receive and ship machines and attachments
Assist with cycle counts and/or full physical inventory
Assist the Service Technicians
Perform basic cleaning, maintenance, and organization of Service Department
Occasional setup and assembly of products
Wash and detail equipment
Other duties as assigned by direct supervisor
Required

Technical Service Support Specialist Resume Examples & Samples

Serve as technical support resource providing diagnostic support on less complex warranty and non-warranty repair events
Formulate and direct less complex repair plans
Document the results of diagnostic and repair actions in the appropriate database clearly and concisely
Manage the escalation of complex requests to the appropriate level of support
Assists with diagnostic support and escalation process improvement activities
Maintain knowledge and technical understanding of current products and new products
Promote Cummins Service capability and service programs to increase sales
Communication - Written And Verbal - Significant experience in written and verbal communication and should be capable of communicating effectively to all levels within and outside the company
Diagnostics - Familiar with the basic elements of on-board diagnostics and their relevance. Knows when/if diagnostics should/could be applied; capable of applying it at the basic level
Data Gathering And Analysis - Capable of selecting and performing the required measurements in a safe manner to determine data quality and to apply predefined applications to raw data sets
Distribution/Service Network Knowledge - Knowledge of the Distribution Business Unit's role in the distribution and support of Cummins products. Effectively communicates and works with Distributor personnel to complete performance plan objectives which require interaction with the global distribution network
Warranty/Policy Support - Has working knowledge of the warranty, extended coverage, and policy programs. Is able to evaluate a policy request and determine whether it qualifies or not. Has the capability to determine root cause of failure and assign accountability. Is able to communicate the decision in a diplomatic manner. Coaches/trains employees
Manage all assigned Electronic Service Tools related items (e.g. Siebel Tickets, PRCRs, Customer Calls, PIRs, QSOL Tickets, WWCPS, FIRG issues, etc.)
Support field visits to customer sites for issue investigation and resolution
Diagnose service tool communication issues for customers
Develop and maintain Troubleshooting Guides for software installation and usage errors
Support Field Test activities for all service tools assigned to the team; Lead issues resolution to ensure that they are addressed and corrected prior to release
Identify customer needs for electronic service tools and evaluate the best method for meeting those needs by working with multiple teams and individuals to explore possible options
Expert knowledge of Electronic Service Tool Software: INSITE™ electronic service tool, Update Manager, INCAL, and Fault Viewer
Expert knowledge of Electronic Service Tool Hardware: INLINE datalink adapters, third party datalink adapters, and Cummins’ electronic service tool cables and power supplies
Expert knowledge of vehicle J1708/J1587 and J1939 communications, including interactions of other devices on the datalink
Expert knowledge of LUIS bench testing system
Expert knowledge of remote customer support systems (e.g. LogMeIn)
Expert knowledge of Windows Operating Systems, including XP, Vista, and Windows 7
Ability to quickly learn and master new tools and skills outside of area of expertise
Support all testing, training of Electronic Service Tools
Ability to work well in team environment with numerous cross-functional teams

Manager Imaging Service & Support Resume Examples & Samples

Manages the day-to-day operations of the Imaging Systems Service or Applications Support functional groups
Monitors and evaluates performance of assigned staff and takes action as necessary to motivate, reward and discipline staff in accordance with department and organizational policies
Provides guidance to staff on performance and productivity issues
Responsible for handling HR time keeping, time off requests, on-call schedules and vendor activity/invoicing review
Encourages and reinforces teamwork within the MICOE (Medical Imaging Center of Excellence) MITI/KP-IT structure
Promotes and builds strong relationships with local, regional and national KP-IT teams that are important for timely and responsive support
Cultivates and reinforces appropriate group values, norms and behaviors
Helps to identify systemic support issues and works with MITI staff, other KP support entities, and provides guidance and instruction to support during day-to-day operation or critical support events
Coordinates with other MITI department managers to deploy new support processes for applications or systems within KP
Identifies and schedule training as necessary to ensure that staff are knowledgeable about the applications and equipment they support
Identifies and define key support elements, problem resolution processes, approaches and performance metrics for providing support services
Designs and implement processes to address identified support related problems
Participates on any critical-outage conference call for imaging systems or applications issues that require a MITI manager's presence
Takes after-hour call on a rotational basis with other MITI service/support managers
Monitors support-related statistics, status of open support requests and timeliness of scheduled support events, such as preventive maintenance
Monitors management of the spare parts inventory required for service and replacement of existing equipment
Travel within region required
Periodically visits equipment and application use sites throughout assigned geographic area of responsibility to maintain awareness of any support issues/concerns from the perspective of users and MITI staff
Minimum five (5) years of progressive responsibility in a health care or technical support setting required
Master's degree in information technology, technology management, healthcare, hospital, business or public health administration or related field preferred

Service & Support Partner Industry Resume Examples & Samples

Represents DBS – one face to the customer, being accountable to establish customer loyalty, customer success and satisfaction for all line of services
Is accountable within SAP for the customer P&L, owning topline, consumption and project margin (bid and incoming margin) for all line of services including Consulting, Premium Engagement, Custom Development and Cloud Services
Actively pushes premium engagements (MaxAttention / Active Embedded)
Is primarily a delivery execution function managing the successful end-to-end delivery of all Digital Business Services
Is to make sure what was sold gets successfully delivered (in time & quality), the revenue gets consumed, software utilized and the profitability is managed
Is expected to look for opportunities where SAP can add value and expand the engagement along the agreed innovation roadmap
Is responsible to drive the adoption of the innovation roadmap and guide the customer in their journey
Establishes and actively manages relationships with key customer stakeholders (LoB and IT)
Oversees and leads the development of large, strategic Run Simple proposals and tenders
Manages the governance process aligned with all stakeholders (customer, SAP, and partners)
Proactively identify changes in work scope and ensure appropriate planning measures are taken with internal and external stakeholders to reassess and amend the scope of work requirements, budget and timeline
Actively selects and manages the entire Front Office Team
Proven customer centricity, experience in management communication
Experience in Manufacturing and Automotive industry (core processes and trends of the industry) is a plus
Strong business acumen
Good liaison and consultative skills
Proven writing, mentoring, decision making, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets
Ability to train, mentor and develop program managers and project managers
Knowledge of the strategic and operational issues of engagement management, program management and project management
Experience in key project management knowledge areas of project integration management, scope management, time management, cost management, quality management, human resource management, communication management, risk management and procurement management is a plus
Experience in key program management knowledge areas of Program Management Lifecycle, Benefits Management (Value Management), Program Governance, Stakeholder Management, and Integration Management is a plus
Adaptability and flexibility to manage deadline pressure, ambiguity and change
Strong interpersonal skills; the ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior executive management, clients, peers and team members
Experience in successfully leading cross functional teams without authority / in a matrix
Demonstrated to successfully operate and align across internal and external stakeholders on various levels
Project Management experience needed
Management and Leadership Experience
Strong stakeholder management and influencing skills
Adequate experience in managing customers, partners as well as internal resources
Interpersonal skills with advanced networking capabilities and business development skills
Knowledge of SAP Product Portfolio (on premise and cloud solutions, S/4HANA) / SAP standard solution and service offerings
Knowledge of SAP Next Generation solutions and services (e.g. S/4HANA, Fiori (Mobility, UX), Cloud)
Meeting Moderation
Facilitation & Negotiation
Managing expectations, conflicts and escalations
Willingness to travel, onsite ratio at the customer > 50%
Excellent knowledge of the German language is essential, both written and verbal
English: Fluent
More than 5 years work experience in services
Proven project management experience

Service Support Engineer Resume Examples & Samples

Experienced in customer support of Agilent Gas Phase Products (Gas Chromatography & Gas Chromatography Mass Spectrometry) analytical instrumentation
Proficient in assisting others with technical problems
A team player and self-motivated
Customer-centric
Provide technical assistance to customer facing support engineers; by phone and email
Support Gas Phase Products (Gas Chromatography & Gas Chromatography Mass Spectrometry - HW, SW, & Applications)
Create action plans and drive escalations for resolution
Provide feedback of technical issues experienced by our customers to the manufacturing divisions
Visit customer sites to help resolve issues when required
Application and/or solution knowledge / support (e.g. environmental, food safety, forensics, etc…)
Third party product knowledge / support (i.e. Tekmar, Markes, etc…)
Bi-Lingual skills

IT Service Support Supervisor Resume Examples & Samples

Minimum 5 years of experience in an IT technical support role supporting operating environments and PC/Server operating systems (Microsoft Windows)
3-5 years of experience hardware and software installation and maintenance
1-3 years previous supervisory experience preferred
Exceptional interpersonal skills: can operate successfully with cross-functional teams

Product Manager, Digital Service & Support Resume Examples & Samples

Develop digital strategies and plans based on business objectives, analytics, insights, metrics, market trends and groomed through the consumer lens
Lead the digital experience strategy that will contribute to the omni channel strategy and framework
Advise, consult and socialize with key stakeholders involved in prioritized initiatives; documents business opportunities, recommends digital solutions and provides timelines and budget impacts
Lead cross-functional meetings and drive collaboration between stakeholders. Drive to provide leadership and direction towards accomplishing goals and taking ownership and responsibility from strategy to execution
Intermediate knowledge using Jira/Confluence is required
Expert knowledge in Microsoft Office Suite

Product Specialist, Digital Service & Support Resume Examples & Samples

Accountable for the end-to-end chat experience enhancement for Rogers and Fido
Spearhead chat product improvement initiatives to drive increased adoption and usage
Responsible for alignment of digital portfolio with other products and channels (both digital and non-digital)
Collaborate with other digital partners to ensure alignment of an Omni channel strategy for all chat-related enhancements and platform changes
Possesses a clear understanding of customer needs, market trends and mobile first technologies and able to identify experience gaps for enhancements
Develop and maintain a working relationship with all internal stakeholders (other Business team) as well as external ones (platform vendors, competition)
Develop weekly status dashboard for management and executive team, providing key insights in chat behaviour and unresolved enhancements in the queue
Adapt to new tasks and take on additional responsibilities as needed
Undergraduate degree in Engineering or Information Technology
2-3 years of experience in delivering digital transformation in Product Management roles in E-Commerce, Telecommunications of IT Services Provider
Experience working with data analysis, reporting and presentation (using Microsoft office tools)
Must be self-motivated and detail oriented, with a positive, cooperative attitude and the ability to function effectively as a team member
Able to maintain composure in a fast-paced, high-performance environment
Ability to lead and influence cross functional teams with a creative approach to problem solving
Expert in multi-tasking and managing simultaneous deadlines
Knowledge of customer experience/service digital channel will be an asset

Service & Support Partner Manufacturing Resume Examples & Samples

Being accountable for commercial targets: meet P&L and service revenue targets
Show Leadership: Provide a strategic direction and ensure customer success by aligning all stakeholders
Ensure excellent Project Delivery: Lead engagements from pre-sales to go-live and manage them holistically
Manage the account P&L
Establishes trusted advisor status with strategic customers
Actively manages relationships with key customer stakeholders
Serves as point of contact for the customer to simplify the experience, mitigate risks and resolve issues
Ensures on-time and on-budget delivery and appropriate project & risk management
Support the strategic direction of the customer by jointly establishing an innovation roadmap
Ensure the adoption of the value based innovation roadmap
Oversees the development of proposals and tenders
Ensures contractual obligations are met across Services, Subscription and Maintenance contracts
Orchestrates and participates in the account governance with colleagues and the customer
Actively collaborates with the entire Front Office Team
Ensuring the customer becomes an official reference for successful projects
Entrepreneurial mindset (previous experience about handling P&L)
Leadership, organizational and interpersonal skills
Strong communication skills, ability to utilize a combination of formal authority and persuasion skill sets
The ability to work well with people from different disciplines with varying degrees of technical experience
Senior Stakeholder Management / experience in talking to C-Level
Excellence in Program- and Project-Management, ideally PMP certified
Knowledge of the strategic and operational issues of engagement management
Experience to sell and deliver customer engagements
Experience in the industry the customer belongs to, or directly at the customer
Know-how about Value-Management and -Realization
Ability in managing internal and external client expectations on program requirements and deliverables
Strong knowledge of SAP’s Digital Transformation Strategy, our Service and Support offerings
Liaison and consultative skills: negotiating skills within a context of political sensitivity and conflicting interests
Knowledge and competency in Portfolio- and Organizational Change-Management
Adaptability and flexibility to manage deadline pressure, ambiguity and change
For our global accounts international experience is required
Fluent English, German and French skills
Depending on Account either fluent German or French is a must
10+ years of transformational program management across large programs which include P&L management of large engagements
Proven experience in successfully leading cross functional teams without authority / in a matrix
Strong experience with engaging C-level customers
Proven to successfully operate and align across internal and external stakeholders on various levels
Project Management and Deliver-Execution experience needed
Strong IT/Software industry background is an advantage

Coordinator, Digital Service & Support Resume Examples & Samples

Contribute to projects to centralize digital capabilities across all channels
Gather and provide insights for business cases, prepare and illustrate decks
Act as a digital subject matter expert
Identify and work on initiatives to continuously improve the digital experience
Help prioritize the initiatives with the most impact to Digital NPS and other key metrics
Report on key metrics to track team success
Intake & manage requests for BAU changes from various cross-functional teams
Track and measure efficiency & delivery of all initiatives (impact on business and customer satisfaction) against established targets
Analyze call driver reports and customer feedback
Accountable for his/her initiatives and the associated results
Identify potential roadblocks and proactive determination of solutions to be implemented
Help monitor the site and work with production support team to resolve issues
1-4 years Business experience with an emphasis on digital and customer experience
Experience in the implementation of digital capabilities
General design background, ability to illustrate data for presentations
Experience in gathering insights from analytics and reporting
Proven ability to analyze and interpret data to provide insight-driven direction to a variety of stakeholders
Ability to analyze issues, identify root causes and recommend solutions
Strong skills to work collaboratively
Self-sufficient and ability to operate with autonomy
Delivers results in a rapid-paced, adrenaline-driven environment
Entrepreneurial and adaptable, but can also deal with process and controls
Excellent communication (written and oral) and presentation skills
Knowledge of telecommunications is an asset

Field Service / Support Technician Resume Examples & Samples

Troubleshoot and resolve issues brought forward by Project Managers and Customer Support Personnel 40%
Install AMI system infrastructure for new installations, in locations discovered through troubleshooting and preselected by Project Manager or Customer Support Personnel 30%
Interface with the customer to resolve local issues and train local field staff to support deployed AMI systems 10%
Provide field information to support site surveys to identify system infrastructure requirements, constraints, and considerations 10%
Provide periodic update to Project Managers and Field Ops Management 5%
Document field procedures 5%
May require direct oversight of sub-contractors. For example, electricians who are contracted to install network infrastructure on Mueller Systems’ behalf
Manage contract installers/technicians during larger deployment projects where Mueller Systems is responsible for the meter installation
The position is expected to make logical decisions based on data available and be able to defend said position if questioned
The position is held accountable for safe work practices and continued safety vigilance
Decisions for this position have a measurable impact on costs and schedules. Changes in project scope are negotiated amongst customer, project manager, and sales/sales management. The field service technician must always bear in mind the company’s risk and financial exposure on deployment projects
Must make tough priority calls, balancing customer performance and schedule expectations against Mueller Systems financial impacts
Demonstrated proficiency in the use of electronic devices such as handheld and laptop computers, GPS units, field communications devices
Able to multitask and adapt to changing priorities
The ability to assimilate and utilize data from a variety of sources provided by utilities to understand issues, diagnose problems, create solutions, and document those solutions is required
Knowledge of AMI systems desirable
Overall general LAN/WAN networking knowledge desirable
Knowledge of wireless technologies including familiarity with 900 MHz RF spread spectrum mesh networking
Proficiency with Microsoft Office products, especially Word, Outlook, and Excel
Mathematical/Analytical skills to quantify project cost and risk tradeoffs
A minimum of 3-10 years of progressive field experience with deployment/installation of wireless products and/or with utility meters (water, gas, or electric)
Personnel management and training experience a plus
Familiarity with RF fundamentals and technology
The ability to make individual decisions when required without direct supervision
Demonstrated responsibility in the management and day to day operations of an installation team since the Sr. Field Technician may often cover for the Project Manager

Infrastructure Service Support Resume Examples & Samples

5+ years of experience with demand management or similar responsibilities
Candidate must show they are capable of working on critical time sensitive objectives, milestones, and plans with limited oversight
A deep understanding and experience with ITIL Methodology
Service Delivery Model and Performance Metrics & Reporting knowledge
Technical Problem Resolution
Business Applications Knowledge and Business Continuity/Resiliency Knowledge
Change Management
Corporate IT Audit Process and IT Risk Management
Asset/Inventory Management, Risk Assessment and Customer Service
Foundation Architecture Knowledge, Infrastructure Product Knowledge, MS Office, MS Project, MS Visio

EUC / Field Service Support Resume Examples & Samples

Experience providing IT support services required, end user support experience preferred
Experience in factory/manufacturing environment desirable
Ability to multitask and prioritize work, and
Ability to adapt to new processes and procedures
Ability to handle and safeguard confidential information

Service Support Engineer Resume Examples & Samples

1+ years of Field Service Experience preferred
Technical aptitude to troubleshoot electro-mechanical systems
Good written, oral communication and computer skills
Ability to lift 100 lbs

Senior Adoption Manager Technology Service & Support Resume Examples & Samples

Targeted FR consulting activities
Technology support to decrease calls to Network Support
Technology training
Technology stability and maintenance
Manages a team of up to six Technology Productivity Consultants and Technology Coordinators. Provides coaching, mentoring, development support. Also manages performance plans
Manages the re-engineering opportunities within the department or cross-department that affects the business environment and customer satisfaction, utilizing best practices
Negotiates project/support budget and assignment of resources with department and cross-department key partners based on drives and objectives
Assists with the development of technology communication and rollout strategies and executes communications with business clients, local field offices, IS Dept, vendors, field and senior management to build consensus, sell ideas and influence change that affect the business environment
Bachelor’s Degree with an emphasis in, Business, Marketing or related field preferred OR a significant amount of directly related work experience beyond the minimum required for the position
Minimum 4-6 years of people management experience
Minimum 10 years of experience/knowledge of business operations in the field and home office environments
Proven ability to apply knowledge and perspective across departments
Proven relationships in the field
Proven management skills including negotiating, leadership, delegation, planning and organization
Proven ability to be responsive to changing business needs, manager, needs of field leadership and prioritize concurrent assignments and handle ambiguity
Proven ability to anticipate future consequences and trends accurately
Demonstrated commitment to continue improvement of customer service and support
Proven ability to identify and cultivate relationship with key stakeholders both in the home office and field representing a broad range of functions and levels
Ability to build strong external networks with people in the industry and/or profession
Proven ability to lead decision making process through idea sharing and consensus building
Ability to travel 25% of the time

Wtcs Service Support Coordinator Resume Examples & Samples

Working knowledge of business and customer-facing processes that support capital products which require service and repair or the equivalent. Preferred
Working knowledge of the Complaint/Service database system or the equivalent with an emphasis on Service and Repair
Demonstrated competence in utilizing varied computer systems and applications. Required
Demonstrated ability for attention to detail to include but not limited to accurate and complete data entry and data maintenance. Preferred
Demonstrated quality and compliance mindset
Demonstrated ability to consistently execute a defined process or procedure
A strong focus on the customer

Service & Support Technician Resume Examples & Samples

ACN-specific internal and external information systems and/or databases
ACN network infrastructure management
Serve as primary resource lead for ACN Service Desk team
Inventory and asset mananagement
Responsible for resolving client incidents/failures including evaluating possible causes of problem using troubleshooting tools when needed, developing a cost-effective solution, servicing requests, customer service, maintaining an incident knowledge base, and continuous process improvement
Other responsibilities include answering incoming user calls, routing requests for approval, and providing technical assistance
Common troubleshooting for login problems, operation of Microsoft Office Suite applications, email, network connectivity, printers, remote VPN access, applying security settings, device setup and operations
Works on multiple projects as a project team leader, providing guidance and direction to team members. Acts as a subject matter expert in one or more areas
Responds to incidents, diagnoses and resolves complex problems and provides guidance to other team members. Contributes to knowledge management database for problem reporting and resolution. Escalates issues when necessary. Integrates with problem management and performs root cause analysis when necessary
Responds to customer requests of high complexity. Interacts with the customers in a courteous and professional manner
Responds to assigned issues and participates in the advanced troubleshooting and deployment of new devices, upgrades, fixes and new installations. Provides feedback on technical process issues to improve overall service delivery
Participates in local and enterprise projects of low to moderate complexity. May coach and advise other team members
Exhibits knowledge of advanced desktop services skills. Ability to work closely with cross-functional IT teams on complex issues. Continues to build solid understanding of processes, procedures, and Arizona Care Network standards
Monitors deviations and escalates issues to more senior team members
Day to day interactions with user community and works collaboratively with multiple Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management, and Project delivery on small to medium size project
Provides Identity Access Management (IAM) support based on Arizona Care Network policies and procedures
Demonstrates potential leadership qualities through team motivation, coaching, and mentoring
POSITION QUALIFICATIONS

Service Support Specialist Resume Examples & Samples

Follows well defined procedures as outlined by Best Practices, SOP’s & work instructions. Take direction from Site Supervisor/Manager (and Team Lead) regarding daily duties
Makes decisions and utilizes available resources to meet customer requirements, independently
Analyzes/maintains/reconciles various customer and Thermo Fisher reports to ensure customer and Thermo Fisher requirements are met
Communicates with supervisor any customer issues or potential problems
Promotes personal growth and development by staying abreast of new policies and enhancements without the presence of site trainer and management team
Listens to customer concerns, effectively diffuses dissatisfaction, and quickly identifies course of action with a goal of first call resolution within established turnaround times
Works effectively with a diverse cross-functional team
Embraces Practical Process Improvement (PPI) methodologies
Utilizes systems as required by job function
Represents Thermo Fisher Scientific at all times throughout customer locations, professionally and positively
Performs other duties as assigned by management
Must be able to read, write and speak English fluently
Displays a high level of confidentiality for both customer and Fisher
Must maintain Thermo Fisher Scientifics’ Four-I Values
Experience in laboratory setting or services preferred; experience in GLP/GMP environment a plus
Must possess a High School Diploma
Must possess a strong desire to serve the customer, and the interpersonal skills to deal with various levels of personnel at the customer site
Must possess strong communication skills and customer focus to deliver excellent customer service including maintaining a professional appearance at all times
Must possess the operating skills to use hand held scanners and learn to enter data in various systems as necessary
Must possess strong analytical skills to reconcile various reports to ensure customer requirements are met
Must possess the organizational skills to multi-task and meet deadlines as needed
Must be able to use a computer and possess intermediate skills in Microsoft Office suite of software

Senior Manager, Service & Support, Japan Resume Examples & Samples

Build, develop, coach and mentor a strong management team to enable them to lead a high performing team across the Japan function
Develop strategies and systems to enable the field and in-house teams to plan, organize and execute activities to ensure efficient and effective service and support is provided to customers
Ensure key performance metrics, including installation completion time, issue resolution time, and departmental efficiency, are met or exceeded
Monitor and manage key account relationships and collaborate with sales and marketing to increase business from the existing customer base in Japan by ensuring customers are both satisfied and are making optimal use of their Illumina systems
Serve as second-level support for significant customer management issues. Customer visits as required
Work with sales and marketing to develop and implement a strategy to increase service contract sales
As a key member of the Customer Solutions leadership team you will contribute to the development of commercial infrastructure, processes, and systems to increase the quality and efficiency of support to Illumina customers in Japan
Continuous improvement of the customer experience through staff, process, and support tool development,
Provide reports on customer satisfaction metrics and feedback, and develop and implement strategies to improve them
At least 5 years of experience providing after sales support to customers in the life science industry preferred
At least 5 years of management experience in a commercial role with a multi-national corporation
Masters of Science or Engineering preferred and formal management training would be highly regarded
The proven ability to build, develop, coach and mentor a strong management team
Strong customer centric nature with a proactive approach
Highly motivated and successful leader who enjoys a challenging and dynamic work environment that embraces change and moves fast
Excellent time management, organizational and interpersonal skills
Strong collaboration across functions both within Japan but also across Asia Pacific and globally
A team oriented approach to the work environment
Attention to detail and analytical problem solving with strong decision making skills
Strong negotiation and communication skills in both Japanese and English

100

Senior Service Support Engineer Resume Examples & Samples

Primary responsibilities are to provide technical telephone & electronic support for Waters global field services
Technical support will include operational, applications, system troubleshooting, product recommendations and field visits
Input to Global Operations, Quality, Development, Service and Product Management
Documentation of support calls in the appropriate tracking system
Participation on new product project teams as GSS representative
Worldwide travel 10-20%
B.S. or B.A. or advanced degree in scientific discipline with course work in chemistry, or engineering
At least 5 years experience in a relevant position
Must have strong interpersonal and customer relations skills
Polished communication skills, both verbal and written
Software skills to include Microsoft and Waters chromatography data applications like Empower and Masslynx along with SFC Superchrome and Chromscope knowledge
Maintenance and system repair as required on UPLC based and SFC/SFE product line

101

Supervisor Technology Based Service Support Desk Resume Examples & Samples

Oversee the day to day operation of the OpteView Remote Services Support Desk Teams
Maximize performance and productivity of the OpteView Remote Services Support Desk by using current remote tools, field and/or professional services resources and best practices
Assist the Manager in leading organizational change to reduce costs, increase performance and efficiencies of Diebold
Responsible for building and maintaining customer support processes
Ensure reporting and escalation processes meet internal and external stakeholder requirements and SLAs
Build and Maintain Operation Procedural Manuals (OPM) for the Support Desk to guide actions and document customer specific processes
Maintain and or develop enhanced professional and business relationships with internal/external business partners, vendors, suppliers and clients
Ensure continuous improvements by recognizing gaps and deficiencies, recommend best in class enhancements to Manager
Actively promote and participate in partner, customer and associate visitations
Work well in adverse situations and communicate challenging situations in a positive and productive manner, both with customers and with internal organizations
Schedule weekly shifts and vacation; approve and forward timesheets to Payroll
Interview and recruit new Remote Service Representatives
Assist with the implementation of new OpteView operations business initiatives
Assist with developing and maintaining solutions in knowledge based systems
Assist with projects or other duties as assigned by Manager
Provide monthly, weekly, daily reporting of OpteView Operations performance statistics
Assist with scheduling and forecasting needs
Identify and recommend process improvements to maintain efficiency and growth of department
Provide training for new Remote Service Representatives and procedures as necessary
Bachelor’s degree, preferably in a computer related field, or bachelor’s degree in unrelated field with 2-3 years related experience and/or training in a technically oriented customer service department
Strong leadership and problem solving skills
Position requires a self-motivated individual who is able to work independently or in a team environment with strong technical, analytical, communication and problem solving skills
Capable of managing multiple responsibilities simultaneously and prioritizing
As appropriate – assist, support, lead business process improvement, map processes to create trends and monitor process segments
Ability to create relationships, network and collaborate with other teams to achieve desired results to positively impact the Remote Services organization and business
Strong organizational, communication, interpersonal and customer service skills are required
Attention to detail, as well as the ability to present material to management/customers and answer questions is critical
Previous support desk experience helpful
Ability to work in both a pro-active and re-active manner concurrently
Ability to positively work with current challenges as well as expected rapid growth
Must be able to tactfully and decisively handle complex customer and business issues as well as provide solutions or corrections
Knowledge of Financial Institution ATM operations useful
Possesses autonomy, initiative, and a strong sense of accountability
Capacity to meet deadlines and to work under pressure
Ability to troubleshoot and solve problems with a large degree of independence
Advanced knowledge in Microsoft Office products, use of Internet, as well as strong understanding of technology based services

102

Student Assistant Sales & Service Support Resume Examples & Samples

Working with company’s CRM Software
Conducting market research on potential customers or active funding programs
Working in the preparation of tender documentation
Supporting technical service for the traceability of the incoming goods from customers
Working on Servicesoft software
Customer support on deliveries and shipments
Currently enrolled as a student in Technical Disciplines (T.E.I.). Only TEI student CV’s will be reviewed as it is a practice training opportunity, unemployed people and post graduates cannot be taken into consideration
Able to work fulltime within the 6 months’ employment (40h per week), start date 01/07/2017
Highly motivated, open minded person with a desire to work learn and work in a dynamic team
Ideally experienced in working with CRM Systems and knowledge of MS Office software
Good verbal and written communications skills in Greek and English, other languages are of advantage

103

Admin Service Support Resume Examples & Samples

Administrative Services Respond to customer requests and concerns in a timely and courteous manner Provide assistance and/or backup to other employees as needed
Maintain clear communication with workgroup and supervisor/manager on current activities and relevant business issues
Perform data entry functions to reconcile promo vendor accounts
Balancing the cash register, and preparing cash & sales reports for the deposit and float
Storage and release of expense and vendor cheques
Maintain mail & fax directories, mail bins, carts, drop and intercompany courier mail locations
Receive & forward incoming faxes electronically following explicit procedures. Advise employees of difficulties in transmission
Send outgoing faxes following established procedures. Follow return and recycle procedures for hard copies
Stationery stores responsibilities include inventory, order, receive, price and stock supplies
Serve employees at the counter. Providing customer service to employees with respect to a variety of business and personal services, such as dry-cleaning, personal mail, bus passes, or the sale of promotional items and tickets
Maintain shelves stocked with stationery products
Maintain stock inventory areas with excess supplies, printed materials, engineering log books, and handle recycled goods including toner, batteries…
Outgoing Mail: Follow established Canada Post and 3rd party vendor procedures & regulations to process all mail. (Canadian and Incentive)
Incoming Mail: Follow established internal procedures to sort, deliver, and resolve problems
Prepare documentation for Incentive mailing provider and verify pricing
Record, notify & distribute incoming courier mail to employees
Provide Backup coverage for Receiving related functions
Knowledge of basic office equipment required

104

Service Support Admin Resume Examples & Samples

The qualified candidate will be integral in the continued success and growth of the district's service department possess high energy level, strong administrative skills with emphasis on organizational abilities, interpersonal communications, and customer service skills
Candidate will perform a variety of customer service/dispatching and administrative duties required to receive, screen, record, prioritize, assign, and close customer requests for technical service support and life safety systems inspections
Must have a positive attitude, ability to learn quickly, and able to work under pressure
Contact customer to communicate status changes
Professionally field customer complaints and attempt to resolve, involving supervisor when necessary
Validate and perform invoicing transactions for service calls in Oracle based computer systems daily
Know and use formal and informal channels to achieve faster work results for the team
Exercise independent discretion and judgment to solve problems regarding the daily administrative requirements
Maintain and organize department records (both paper and electronic files)
2 years administrative experience, scheduling experience preferred
2 years of experience working in a corporate environment preferred
Experience in Fire and Security or other major industries a plus
Strong PC literacy, advanced skills in Microsoft Outlook, Word, Excel, or PowerPoint
A strong work ethic and ability to communicate effectively with upper management
Ability to navigate through matrix organization and multi-task, problem-solve, and adapt to change in a fast-paced dynamic environment
Customer service mindset and high interpersonal savvy and approachability
Consistent pleasant and professional demeanor toward all levels of team members
Ability to complete assigned tasks with a minimum of guidance and oversight
Must have attention to detail and excellent communication skills are required
Excellent administrative skills are a must
Proficiency with MS Word and Excel required, Oracle and web based platform systems experience preferred
Must be able pass a pre-employment background and drug-screening

105

Service Support & Logistics Analyst Resume Examples & Samples

Excellent PC knowledge – must be proficient in all MS Office programs, generate pivot tables, v-lookups & charts, VBA and macro knowledge is advantageous
Self-starter with ability to think on your feet and make decisions
Customer focus and awareness of time commitments and ability to demonstrate a “sense of urgency”
A solid understanding of operational processes, stock control, import, export, shipping and compliance
Excellent Analytical & Reporting Skills with ability to use results to identify potential improvements and come up with solutions to resolve issues
Excellent understanding of reverse logistics, customs requirements & procedures within EMEA

106

Service Manager for Service Support Center Resume Examples & Samples

Understands SLA’s and overviews KPI fulfilment in alignment with Incident Manager ; advises actions on how to reach KPI’s
Calculates risks and potential pitfalls caused by any changes in the delivery (implementation of new procedures, processes, illness, not following adherence)
Maintains overview of the contract and is able to identify areas of focus; in cooperation with SDM’s
Has got direct contact with customer, whenever necessary
Present root cause and preventative actions to SDM and other stakeholders
Creates, updates and distributes documentation
Assist technicians and other service managers in complying to our processes
In cooperation with Line Manager, Team Coordinator has an overview over the performance in the team and proposes actions to improve it
Review of service coverage
Has an overview over knowledge level in the team, to be able to secure agreed level of service provided to the customer
Making sure knowledge is created when new procedures are being implemented and identifying which areas are lacking knowledge
Cooperates closely with the Line Manager, Team Coordinator and Incident Manager
Overviews contact with 3rd party vendor
Cooperates and collaborates with a Global Team
Cross-cultural experience

107

Service Support Engineer Resume Examples & Samples

Provides support to customers in North America, ensuring a high level of customer service. Customers include large blue-chip petrochemical and industrial gas companies, including Linde
Provide technical and trouble-shooting support to customers over the phone and occasionally on site as needed
Coordinates with Repair Supervisor, Service Administrator and Service Manager in the planning of activities in the workshops and on customer sites, to ensure optimum customer service levels and timely response to customer needs
Coordinates with Engineers in USA and France to resolve technical issues and improve or solve reliability issues with equipment and machinery. Technical issues can be complex with expensive consequences to the customer
Works closely with service teams in France regarding resource planning, co-ordination of projects and technical and service issues
Supports USA-built products in all world regions by supporting, training and assisting Cryostar employees in regional offices with technical and service related issues. Occasional foreign travel may be required
Actively involved in the service department personnel’s morale, safety, and administration of company policies and procedures
Responsible for contributing to CSUSA service revenue objectives
Contributes input to Service Manager for performance reviews of service technicians
Recommends to Service Manager and Business Manager, alternative methods and solutions for service approach, customer offerings and implementation

108

Long Term Service & Support Case Manager Facility Resume Examples & Samples

This position will focus on Case Management for Facilities. It will cover Cerro Gordo area ***
Visits member every 120 days
Establishes points of contact in order to collaborate with identified community, medical and/or behavioral health teams
Ability to travel extensively within assigned communities. Valid driver’s license required
LTSS experience required
This will cover the Cerro Gordo area

109

Field Service Support Technician Resume Examples & Samples

Provide customer with expert Tier-1 and Tier-2 desktop and network, logical and physical, configuration, troubleshooting, and computer network defense services. Dedicated personnel shall provide direct support for various network systems for US Government employees and all contract staff employed under this contract at various locations in Korea
Provide C4I customers, to include executive support, with expert Tier-1 and Tier-2 desktop and Tier-3 network troubleshooting service in order to help them resolve IT problems
Adhere to Field Service Support procedures for Immediate Priority, High Priority, and Routine Priority trouble tickets
Record details of coordination and troubleshooting actions attempted and their results, and either pass them to the Service Desk or enter them directly into the Government-designated trouble ticket management system application
Perform and complete all engineering, installation, integration, and project management requirements for all funded projects involving new and/or additional network infrastructure installations and upgrades
Replace all infrastructure parts and communications devices for all funded projects IAW warranty requirements, lifecycle requirements, and service delivery obligations related to other contracts
Final US Secret Security Clearance
Proficient in speaking English. Korean is a plus
3 years of Field Service Experience
Information Assurance Technical (IAT) Level II-certified
Up to date qualifications IAW DoD Instruction 01-M

110

Manager Service & Support Resume Examples & Samples

A high performing, engaged team that meets or exceeds expected outcomes
Accurate, efficient resolutions to escalated customer issues
Knowledge creation and sharing
Innovation, identify and implement opportunities to drive efficiency
Completed goal setting forms, performance evaluations and accurate records kept for all team members
Ongoing feedback and discussion with employees regarding what's important, how are you doing, priorities to improve. These discussion include: regularly scheduled 1:1s, documentation of 1:1 sessions, performance improvement including documentation of performance plans and informal meetings
VOE developmental action plan improvement
Bachelor’s degree in business, marketing or related field preferred
Experience leading a team in a call center environment preferred
Proficiency in MS Office and CRM (SalesForce preferred)
Excellent organization skills including documentation of account status/progress
Comfortable working under pressure in a fast-paced environment

111

Global Liquidity & Cash Management Client Service Support Resume Examples & Samples

Support the Regional Head of CM to ensure the performance objectives of the business are achieved
Work beyond the scope of the Service function, to support sales, product, operations and the rest of Client Management to deliver the strategic objectives of the business
Act as a senior service sponsor to support all top tier clients
Strong leadership and team motivational skills

112

Local IT Service Support Engineer Resume Examples & Samples

2nd level incident management
Hardware and software troubleshooting for local IT infrastructure
Ensure service continuity
Field engineer dispatch
End users communication
Escalation and matrix management
Identifying and reporting problems
IT systems administration and data integrity
Issue periodical reports and identify trends for improvement
Installing new hardware and software and develop documentation
Cabling and network devices installation
Basic network management
IT asset management
Team coaching and training
Maintain knowledgebase and documentation
Local IT project management
Conduct users outreach and awareness sessions
Support OS, Lunix, iOS and Android devices in BYOD service
PC, servers & local LAN support for hardware and software
Manage PC & servers procurement and delivery
Local IT asset and capacity management
New software installation and upgrade
Locally hosted application support
File & print services
Local IT supplies
Crisis handling
Dispatch field engineers
FOIS service management

113

Manager, Service Support Resume Examples & Samples

Determine scope of problem as reported within Fleet Maintenance Services Group, Original Equipment Manufacturers, Component Manufacturers, Vehicle Equipment Suppliers, or other entities within those groups
Advise Statistical Analysis & Engineering Group in understanding trends. Enlist assistance from Statistical Analysis & Engineering Group to gather data on emerging problems
Direct Sales Teams and Field Management as needed for specific vehicle and customer issues
Interface with Purchasing, Warranty, Tire Group, Ryder Road Ready Plus, and Asset Management Group as technical liaison to assist as needed
Work closely with Diagnostic Group to identify and resolve issues as needed, including direct involvement with technicians when normal manufacture diagnostic routines do not determine root cause of concern
Identify and advise Training Group on training needs or material changes based on new product or other concerns, and advise when needed for deeper understanding on complex problem resolution
Advise Research and Development Group with evaluation programs on products/changes in vehicle configurations based on learned information and data
Perform advisory capacity duties for Maintenance Management Center
Advise and provide information to New Vehicle Quality Group and Vehicle Procurement to correct build quality issues based on problems with in-service vehicles
Direct interface with Original Equipment Manufacture Dealers, Component Manufactures, and Equipment Suppliers to advise and direct diagnostic and problem resolution. Direct interface with Original Equipment Manufacturers representatives and engineering staff to resolve problems at various levels to bring about permanent corrective actions
Develop Technical Service Bulletins, Standard Repair Practices, Campaigns and other publications related to resolving researched product problems
Responsible for technical information in various publications including, but not limited to: Campaigns, Tech Service Bulletins, Standard Repair Practices, Policies and Procedures, Newsletters, and Presentation materials
Develop skills and knowledge to become a subject matter expert for assigned vehicle systems

114

Listed Derivative Client Service Support Resume Examples & Samples

Serve as the primary point of contact for Listed Derivatives and OTC clearing clients
Develop the overall relationship with your assigned population of clients. Act as a point of escalation for operational queries/issues
Partner with internal colleagues to ensure the accurate and timely collateral management calls, meeting both regulatory requirements and client requests
Manage the timely resolution of all client queries
Develop and maintain relationships with internal clients and stakeholders
Be aware of technology changes and upcoming functionality and impact to clients
Propose developments to improve our clients' experience and to make our processes more efficient
Oversee the onboarding of new and organic accounts to ensure they are setup in a timely manner with both internal and external parties
Create client metrics packs and review with clients on a regular basis
Escalate in a timely manner to enable effective risk management
Client service experience with asset managers, hedge funds, corporate clients, CTA’s
Preferred experience within Listed Derivatives and OTC client clearing
Strong interpersonal and relationship management skills, being able to communicate clearly and concisely in all manners including face-to-face, phone and email
The ability to work under pressure and multitask
Possess robust analytical skills, an attention to detail and a keen awareness of risk
Candidate should be a self-starter with the ability to work either on their own initiative as well as be a solid team player
Possess an ability to identify and deliver process improvements
Strong Microsoft Excel skills /PowerPoint

115

Service Support Owner Resume Examples & Samples

Responsible for ongoing support of Wealth Management systems, with focus on capabilities for Portfolio Management, Trading, and Managed Funds
Active participation in Product Increment Planning associated to Feature or Epic delivery with a key focus on Operational stability
Active participation in solution reviews and acceptance activities with business owners and delegates for changes to production services
Client-facing role - running formal update meetings with internal stakeholders on Service performance and operations
Facilitate weekly business stand-ups with key Wealth Product & Technology stakeholders and business support teams to review critical issues and help drive prioritisation of day to day activities
Communication of major incidents and problems to key stakeholders and good understanding of Service management processes
Be a point of escalation in ensuring that these are actioned in a timely manner
Build strong relationships with internal and external stakeholders
Strong stakeholder management and relationship skills, ability to work with people all levels
Platform and/or IT Operational support experience
Working knowledge in supporting IT infrastructure such as Unix, Databases (Oracle and Sybase) and ability to interrogate data using scripting and SQL will be an advantage
Strong understanding of end to end business processes
Excellent communication skills (both written and verbal) to varied audiences
Refined attention to detail and exceptional problem solving skills - ability to quickly understand complex issues
Work effectively within local and distributed teams

116

Data Entry Sales & Service Support Lead Resume Examples & Samples

Familiar with best in class customer service practices
Excellent grammar, spelling and punctuation
Knowledge of PC functionality, including MS software (MSWord, Excel, Access, Outlook, PowerPoint)
Monitor adherence to general rules and guidelines
Ability to maintain a positive attitude and motivate workforce in a fast-paced, high stress work environment
Attention to detail --ability to focus and proofread
Supervise the day to day scheduling, monitoring, prioritizing and follow-up of all order processing
Train and monitor data entry staff providing coaching as needed
Assist with keying or QC functions as needed
Answer questions and coach agents
Maintain a positive and constructive work environment
Assist with customer service functions as needed
Daily reporting of pending work
Other duties may be assigned as needed

117

Technical Service Support Resume Examples & Samples

Telephone and remote support for customers on all products
Gather customer's information and determine the issue by evaluating and analyzing symptoms
Diagnose and resolve technical hardware and software issues involving connectivity, installation and software inquiries
Testing and configuring hardware and software
Onsite support where applicable
New product development testing
Product troubleshooting and diagnostics
Technical training via webinars to reseller network and customers
Engineering or other related degree
Demonstrate strong communication and organizational skills
Knowledge of customer service principles and practices
Able to work independently and in a team environment
May be required to travel (mainly to Canada)
Must be willing to work flexible working hours
Advanced knowledge of MS Excel is required
Experience with the following a huge plus: T-SQL, PostGRES databases, SQL Server databases, Powershell, Python, Google Compute Engine, Google BigQuery
Excellent English oral and written communication skills and interpersonal skills
Must be highly organized, task oriented and have a strong team orientation
Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product management for the functional area in which employee operates

118

Principal Service & Support Partner Resume Examples & Samples

Manages the account P&L
Supports the definition and management of the strategic development and direction of the customer by jointly establishing the customer’s innovation roadmap
Making the customer “reference-able”, i.e. ensuring the customer becomes an official reference
Ensures the adoption of the value based innovation roadmap
Establishes and actively manages relationships with key customer stakeholders (LOB and IT)
Serves as point of contact for the customer to simplify the experience, mitigate risks and resolve high profile project, support and contract escalations and questions
Oversees the development of proposals and tenders
Establishes trusted advisor status with strategic customers
Manages “business outcomes” based on customer business KPIs
Ensures on-time and on-budget delivery and appropriate project & risk management
Actively collaborates with the entire Front Office Team (program manager, project manager, TQM, EA,…)
Defines and agrees on governance model with customer and front office team
Orchestrates and participates in the governance cadence with customer
Ensures contractual obligations are met across Services, Subscription and Maintenance contracts
Entrepreneurial mindset (DBS P&L knowledge)
Experience in 1 or more industries and the industry the customer belongs to (core processes and trends of the industry)
Experience in Value Management and Realization
Experience to sell and deliver customer engagements
Knowledge of the strategic and operational issues of engagement management, program management and project management
Ability in managing internal and external client expectations on program requirements and deliverables
Strong knowledge of SAP’s Digital Transformation Strategy, our Service and Support offerings (e.g. Premium Engagement, Max Attention, Value Assurance Packages)
Liaison and consultative skills: negotiating skills within a context of political sensitivity and conflicting interests
Strong writing, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets
Senior stakeholder management
Proficiency in key program management knowledge areas of Program Management Lifecycle, Benefits Management (Value Management), Program Governance, Stakeholder Management
Knowledge and competency in program management related areas of Knowledge Management, Portfolio Management, Organizational Change Management,
Adaptability and flexibility to manage deadline pressure, ambiguity and change
Leadership, organizational and interpersonal skills; the ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior management, clients, peers and team members
10+ years of transformational program management across large programs which include P&L management of large engagements
Proven experience in successfully leading cross functional teams without authority / in a matrix
Strong experience with engaging C-level customers
Proven to successfully operate and align across internal and external stakeholders on various levels
Project Management experience needed
Strong IT/Software industry background is an advantage
Depending on account - international experience required
Strong stakeholder management and influencing skills
Adequate experience in managing customers, partners as well as internal resources
Management experience of medium to large size and multilayered teams is desirable
Management of remote resources and strong interdisciplinary orientation
Cultural awareness and experience working across different cultures and nationalities
Strong interpersonal skills with advanced networking capabilities and business development skills
Strong leadership and people management skills are desirable
SAP Product Portfolio (on premise and cloud solutions, S/4HANA) / SAP standard solution and service offerings
SAP Next Generation solutions and services (e.g. S/4HANA, Fiori (Mobility, UX), Cloud)
Industry Solutions (in related Practice area)
SAP Product Roadmap (in related Practice area)
Stakeholder management and influencing skills
C Level Communication & Presentation
Meeting Moderation
Leadership & Management
Facilitation & Negotiation
Managing expectations, conflicts and escalations

119

Service & Support Partner Banking Industry Division Financial Services Resume Examples & Samples

Represents DBS – one face to the customer, being accountable to establish customer loyalty, customer success and satisfaction for all lines of services
Actively manages the account P&L for all lines of services including Consulting, Premium Engagement, Custom Development and Cloud Services and drives revenue growth and revenue consumption
Defines and manages the strategic development and direction of the customer by jointly establishing the customer’s innovation roadmap
Actively pushes premium engagements (MaxAttention / Active Embedded)
Ensures the adoption of the value based innovation roadmap
Is expected to generate follow-on sales
Establishes and actively manages executive-level relationships with key customer stakeholders (LOB and IT)
Serves as a senior point of contact for the customer to simplify the experience, mitigate risks and resolve high profile project, support and contract escalations and questions
Oversees the development of large, strategic proposals and tenders
Proposes investment areas and controls approved investment budget
Establishes trusted advisor status with strategic customers
Manages “business outcomes” based on customer business KPIs
Ensures on-time and on-budget delivery and appropriate project & risk management
Actively selects and manages the entire Front Office Team (program manager, project manager, engagement architects, technical quality manager, enterprise architects etc.)
Defines and agrees on governance model with customer and front office team
Orchestrates and actively participates in the governance cadence with customer
Ensures contractual obligations are met across Services, Subscription and Maintenance contracts
Identifies recurring themes related to escalation management and plans to address these findings
Manages the governance process aligned with all stakeholders (customer, SAP, and partners)
Proven customer centricity, experience in management communication
Experience in the Banking industry
Entrepreneurial mindset and highly developed business acumen (P&L knowledge)
Experience in Value Management and Realization
Demonstrates ability to sell and lead delivery of large engagements
Knowledge of the strategic and operational issues of engagement management, program management and project management
Demonstrated ability in managing internal and external client expectations on program requirements and deliverables
Strong knowledge of SAP’s Digital Transformation Strategy, our Service and Support offerings (e.g. Premium Engagement, Max Attention, Value Assurance Packages) and SAP’s industry-specific relevant architecture, product and solutions
Liaison and consultative skills: negotiating skills within a context of high political sensitivity and conflicting interest
Strong writing, mentoring, decision making, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets
CxO level communication skills / senior stakeholder management
Proficiency in key program management knowledge areas of Program Management Lifecycle
Exceptional leadership, organizational and interpersonal skills; the ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior executive management, clients, peers and team members
Willingness to travel
German: Fluent
More than 5 years work experience in the areas services, support and Banking industry
Proven engagement management and / or project management experience

120

Service & Support Partner Industry Resume Examples & Samples

Strong skills in Facilitation & Negotiation
Strong skills in managing expectations, conflicts and escalations
5+ years work experience in Services
Project Managementexperience
Experience in different industries, preferably in Process - Consumer Industries and Services Industries - (core processes and trends of the industry) is a plus
Management and Leadership Experience is a big plus
Experience in successfully leading cross functional teams without authority / in a matrix organization

121

French Speaking Commercial Service Support Specialist Resume Examples & Samples

From Customer onboarding (Customer Master), through Installed Base Management, preparation of price proposals and service contracts to various sales reporting, the team provides solutions for GE businesses in various domains (fields)
Escalates issues appropriately and promptly to ensure optimum customer satisfaction
Capability to overcome obstacles

122

Manager Service & Support Resume Examples & Samples

Drive innovative impact; continuously assess, and if necessary, redesign processes to ensure that they are sustainable and scalable to drive ease for customers and employees across the care experience
Utilize key metrics and leading indicators to understand how individuals on your team are performing for customers
Encourage, motivate. develop individuals and build a high performing, engaged team that meets or exceeds expected outcomes
Serve as customer escalation POC, partner in providing accurate, efficient resolutions to escalated customer issues and address concerns
Demonstrate innovation, identify and implement opportunities to drive quality and efficiency
Completed monthly check-in conversations with agents, complete performance evaluations and accurate records kept for all team members
Assess and Monitor team performance, through ongoing feedback and discussion with employees regarding what's important, how are you doing, priorities to improve. These discussions include: regularly scheduled 1:1s, documentation of 1:1 sessions, performance improvement including documentation of performance plans and informal meetings
Actively uses metrics to monitor performance and understand results and drivers including VOE developmental action plan improvement while developing contingency plans to address shortfalls as needed
Strong organization and time management skills and the ability to manage multiple projects and priorities

123

Construction Service Support Specialist Resume Examples & Samples

Updates and maintains Construction project databases and spreadsheets to ensure accuracy and timeliness of work
Creates capital project numbers for financial tracking based on approved construction naming standards
Support construction department with assigned tasks
Develops and maintains effective, efficient naming conventions to data is retrieved quickly and as needed
Responds to incoming calls, resolves requests and complaints in a timely manner and uses positive, professional and effective communication to provide excellent customer service
Organizes workday to maximize productivity and uses efficient and effective time management skills
Builds effective and professional working relationships with co-workers and the corporate office, outside vendors, and contractors
Works closely with finance to ensure capital projects are opened and closed in a timely manner to support accurate budget forecasts and spending reports
Places assets in service, updates as-built information and “end date” tasks upon completion of projects and ensures integrity of the CIP database
Ensures work meets all required regulations, specifications and standards set forth by the company and government agencies
May enter data into computerized databases to track homes passed, maintain serviceability information, or node splits
Identifies variances to budget versus actuals on individual construction projects

124

Service & Support Specialist Resume Examples & Samples

Solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend them to others
Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes through insights and testing
Provide insights to the team and the organization based on interactions with the customer and our tools
Be comfortable at having a conversation with customers in order to pull out insights that the business can use to create uniquely positive customer experiences
Previous experience in technical support is preferred and call center experience is a plus
Must possess intermediate computer skills including MS Office Suite
Excellent analytical, problem solving and interpersonal skills to deliver high customer satisfaction
Detail oriented, the ability to properly document and create customer call notes in a computer system using multiple screens of data
Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email
Ability to manage multiple priorities within a fast paced and high volume environment
Ability to analyze data and provide meaningful insights that speak to overall trends
Ability to work in a team environment
High School or GED is required
Intermediate to advanced technical knowledge and ability
Bilingual is a plus

125

Product Service Support Refrigeration Resume Examples & Samples

Provide technical support for customers, field personnel and sales staff through venues including telephone and Email and offer technical solutions to very complex problems by assisting them in troubleshooting the system / equipment and offering advice and guidance in resolving the issues. This will require personal interaction with other groups including engineering, design, YPS and ECS controls
Technical research of industrial refrigeration equipment such as packages, compressors, vessels, control panels, piping, pumps and valves in support of our parts center and customer needs
Identify quality issues and research as necessary to offer plausible solutions for consideration so they can be presented to the quality team
Must keep self up to date and educated on new and existing product lines which may require up to 10% travel

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