Product Support Supervisor Resume Sample
Turner Jenkins
605 Claud Plaza,
Detroit,
MI
+1 (555) 922 8710
Work Experience
Product Support Supervisor
11/2015
-
PRESENT
Detroit, MI
- Extensive knowledge of networking protocols and routing environments in a network switched environment. It also requires subject matter expert in RF and Fiber access
- Working knowledge of RIP of VLANs, BGP, and LAN/WAN environments
- Working knowledge of Windows, UNIX and Cisco IOS
- Supervise daily activities associated with the Commercial Support Engineers in order to provide advanced support and troubleshooting of high-end customer networks, such as switch based MDU’s and Metro-Ethernet (fiber) customers
- Assist customer’s IT staff to ensure performance and needs are met
- Assures system security by verifying customer information prior to performing password resets, according to the company’s standard security requirements
- Communicates the customer’s needs/expectations to the appropriate personnel
Backhoe Loader Product Support Supervisor
09/2009
-
10/2015
Boston, MA
- Experience in GIS field\Mapping
- Supervises daily operations of a support specialist team and provides product and process information that helps team resolve problems
- Monitors support specialist activities, work performance and conduct and document quarterly performance discussions with each team member that communicates achievements and areas for improvement
- Takes escalated customer calls and determines solution to the customer’s issue
- Handles and resolves associate relations issues and administers discipline in collaboration with HR
- Analyzes call data and call monitoring data to identify and improve individual, team and department performance and maintaining high levels of customer service
- Mentors and develops associates to achieve individual and departmental objectives, including potential advancement
- Communicates and resolves consistent poor performance from non-performing team members
- Creates and provides annual performance evaluations for team members
Product Support, Supervisor
10/2006
-
08/2009
Boston, MA
- Recommends advancement and other changes in status within the Product Support Career Path for Associates
- Assist with all stages of the recruiting and hiring process by screening, interviewing and selecting candidates for Product Support roles in collaboration with HR
- Recommends adjustments to rate of pay and ratings at year end
- Manage hours worked for associates
- Demonstrated ability to exercise sound discretion and independent judgment in making decisions
- Demonstrated strong and effective verbal, written, and interpersonal communication skills including ability to adapt to differing communication styles and personalities
- Upervisory/management experience in a call center experience in workforce management, customer service training, technical support training, or quality assurance
- Speak and understand foreign languages
- Previous Oracle experience
Education
Naropa University
2001 - 2006
Engineer's Degree in Performance
Professional Skills
- Outstanding demonstrated project management capabilities and organizational skills
- Strong Microsoft Office skills, including but not limited to Excel, PowerPoint, Outlook, etc
- Demonstrated interpersonal skills to build effective relationships with all levels of professionals
- Outstanding people management and interpersonal skills
- Customer service experience and 18 months of experience working in the jhaCall Center
- Good customer relations and communications skills
- Banking or call center experience
How to write Product Support Supervisor Resume
Product Support Supervisor role is responsible for interpersonal, training, finance, credit, gis, recruiting, compensation, reporting, design, research.
To write great resume for product support supervisor job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Product Support Supervisor Resume
The section contact information is important in your product support supervisor resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Product Support Supervisor Resume
The section work experience is an essential part of your product support supervisor resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous product support supervisor responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular product support supervisor position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Product Support Supervisor resume experience can include:
- Effectively interface with QA, Engineering, and Customer Service in problem solving and performance issues
- Experience in managing teams/process creation and implementation
- An excellent understanding of standard business practices related to customer support operations
- Good knowledge of technical training practices and procedures
- Very organized and detail oriented; able to work with shifting priorities
- Excellent customer service training, preferably in a call center environment
Education on a Product Support Supervisor Resume
Make sure to make education a priority on your product support supervisor resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your product support supervisor experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Product Support Supervisor Resume
When listing skills on your product support supervisor resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical product support supervisor skills:
- Skilled in developing appropriate lines of communication and effective relationships with government, customer and interdepartmental personnel
- Effectively coaches, mentors and develops associates to achieve results
- Marketing and customer acquisition/customer support processes experience
- Experience in balancing workloadsand mapping out process flows
- Experience with budgeting and profit center reporting
- Work experience or training in Microsoft SQL Server
List of Typical Experience For a Product Support Supervisor Resume
1
Experience For Product Support Supervisor, IPM Resume
- Set and monitorissue resolution KPIs, making adjustments as necessary to ensure compliance
- Manages team performance and communicates achievements and areas for improvement
- Maintains close communication with associates to identify and understand trends with customer questions and/or issues to drive improvement in Garmin products, support systems and processes
- Creates an engaged environment that promotes ownership and accountability
- Maintains expert product knowledge and detailed knowledge of Garmin’s processes and guidelines
- Aligns and communicates department objectives to team’s day-to-day activities
2
Experience For Backhoe Loader Product Support Supervisor Resume
- Recommends and/or implements improvements to products, processes and guidelines that improve productivity and enhances help for customers
- Communicates with other departments to ensure orders and returns are processed and/or delivered to customers in a timely manner
- Aligns and coordinates associate queue assignments and Paid Time Off (PTO) to ensure appropriate staff to help customers
- Drive process improvements, continuous improvement efforts and employ Lean methodologies to reduce waste and optimize profitability
- Establish and maintain an optimized inventory of subcomponents to support high volume repairable product and meet designated turnaround time
- Develop and report performance metrics in support of company objectives and Lean initiatives
- Monitors compliance within FAA directives, regulations and FAA approved procedures
- Report and represent department activities at appropriate management reviews
3
Experience For Technical Product Support Supervisor Resume
- Coordinate and/or support field retrofit activities
- Independently schedule and facilitate FAA audits, with participation, direction, and support from senior leadership as required
- Knowledge of Lean Enterprise systems, MRP experience and exposure to control systems, and familiarity with electro-mechanical flight control products is desired
- Provide leadership to Field Technical Representatives to ensure customer satisfaction with Cat Truck and Cat On-highway Engine product
- Maintain awareness and knowledge of product problems or support issues, work with the product group and marketing organization leadership and the field engineering staff to determine Large Engine filed product support strategies, objectives and priorities on a global basis
- Direct technical field support team resources and deployment to ensure the delivery of specialized, customer-focused, technical field support and training to satisfy customer expectations in terms of reliability, durability, and engine availability
- Provide leadership to coordinate technical support for product updates when and where needed
- Allocate and manage resources engaged in direct on-site dealer and customer support
4
Experience For Product Support, Supervisor Resume
- Provide resources and support for the development of in-house and corporate based communications and training initiatives designed to support dealers and customers in Truck and On Highway Engine applications
- Be responsible for all personnel issues and performance evaluation of subordinates
- Confront complex issues or problems which require careful analysis and diagnosis
- Offers sound advice and support to other peers’ teams in absence of other Product Support Team Leaders
- Work with FIS clients and employees in supporting the HORIZON core software as it relates to Loan functionality, including: Mortgage, Installment, Commercial Loans, and Lines of Credit
- Resourceful - able to determine resolutions based on thorough research
- Always strives to be an expert in all features of HORIZON and FIS that fall under your area's umbrella
- Takes full ownership and responsibility for every call and client interaction
5
Experience For Advanced Product Support Supervisor Resume
- Supervises Customer Advocates to achieve daily/weekly call numbers
- Coordinates Customer Advocates work loads and projects
- Implements and maintains Card Production follow-up process
- Coordinates coverage for Hotline and Card Production daily, holiday and EOM schedule
- Coordinates with design team for Card Production coverage
- Identifies process deficiencies and makes improvements
- Manages, monitors and tracks special projects
6
Experience For Product Support Supervisor, Maps Resume
- Manages and makes decisions on escalations
- Liasion between Customer Advocate team and other teams within company
- Creates new processes as needed
- Provides input for Performance Reviews for Customer Advocates
- Work with Product Operations management to identify the scale of problems and/or solutions and incorporate into proposals for process or technology improvements
7
Experience For Cell Product / Support Supervisor Resume
- Acquire knowledge of all areas of metadataincluding, but not limited to, scheduling, content, channel lineup, rich media and
- Work with data analyst to developregular reports on data quality and trends, and provide context to explain root causes
- Manage four direct reports (three domestic and one overseas lab product support lead) and act as the point person for communication with Medline’s lab leadership
- Identify areas for process improvement with Product Support team with the domestic and overseas support groups
- Enhance productivity metrics that are currently used to assess the different teams
8
Experience For Product Support Supervisor Resume
- Maintain master list of cross references for quick reference
- Access gaps in the lab product offerings and work with the relevant product manager to set-up new vendors and items
- Self-starter/ takes initiative
- Call Center Experince
- People
- Serving as the first-level of management, accountable for the performance and outcomes of the team. Develop and mentor staff through on-boarding, open communication, training and development opportunities; delivering performance management processes; building and maintaining employee morale and motivation; ensuring the team is appropriately staffed with required competencies
List of Typical Skills For a Product Support Supervisor Resume
1
Skills For Product Support Supervisor, IPM Resume
- Experience in a broad range of marketing and sales related job functions especially centred around channel management
- Work with product group leadership to determine field training priorities with dealers and/or customers when and where needed worldwide
- Technical experience working with customers in On-Highway applications or product support
- Motivate and drive employee performance and maintain good team morale
- On Highway experience, either at Caterpillar, OEM or a dealer
2
Skills For Backhoe Loader Product Support Supervisor Resume
- Customer service experience, or
- Solid ability to visualize complexity in order to collaborate with team members to produce proposals for long-term process or technology improvements
- Strong desire to improve the status quo with the objective of continuous business growth
- Hiring and develop employees through training, mentoring and coaching
- Experiencing leading a large team while working in a dynamic environment
3
Skills For Technical Product Support Supervisor Resume
- Ensuring the air vehicles are maintained in accordance with Triton Contractor Operating Procedures to support ground and flight schedule
- Interfacing with all levels of functional and project management while integrating with host entities
- Demonstrating initiative and willingness to solve problems with long-term solutions
- Willing to pitch in across all areas when needed
- Full mastery of Lean tool including cellular manufacturing, 5S, standard work, value stream mapping, and Kaizen
- Proficient with analyzing financial data regarding repair cost and pricing
4
Skills For Product Support, Supervisor Resume
- Familiarity with 14CFR’s 43 & 145, how to structure systems to satisfy those requirements, including authoring the appropriate documentation
- Comfortable in making decisions in a rapid paced, dynamic evolving environment
- When working with clients, the PSR aims to fully understand the business issue / objective - What are they trying to accomplish? Is there a better way?
- Manage a team of analysts, providing guidance and balancing the overall ticket load among the team
- Knowledge of metadata warehousing
- Inspire and support people, establishes rapport quickly, influence beyond direct reporting structure, and resolve conflict
5
Skills For Advanced Product Support Supervisor Resume
- Works well with differing personality types
- Work in diverse company environment including interaction with internal and external resources
- Gathers, organizes, and evaluates relevant information in order to assess situations, solve problems, and make informed while providing timely response
- Ensure data capture and reporting mechanisms are in place to support repair and warranty activities
- Support other internal communications and training activities as needed
- Modify existing approaches or develop new solutions
6
Skills For Product Support Supervisor, Maps Resume
- Work with Product Support staff to mentor, coach and provide training
- Oversees Salesforce updates for team view by coordinating with Salesforce Admin
- Recruits, develops and retains a high performing team
- Partners with Human Resources for hiring, associate relations and performance reviews
- Knowledge of and/or interest in the entertainment business, especially in the U.S., Latin America and Brazil
- Native or equivalent knowledge of Spanish, Portuguese and/or French
- M-F 11am-8pm (weekend rotation)
- Inspire and support people and resolve conflict
- Work well under pressure in a dynamic environment
7
Skills For Cell Product / Support Supervisor Resume
- Manage employees in multiple locations and travel between the offices
- Driven problem solver with proven success in technical trouble shooting with a sense of urgency and the ability to prioritize and multi-task in a flexible, fast paced and challenging environment
- Demonstrated strong and effective verbal, written, and interpersonal communication skills including ability to adapt to differing communication styles and personalities with professionalism and a high level of customer service
- Global Hawk/Triton experience required
- CNAF 4790 and DCMA 8210 experience
- People-management experience of 3+ years
- Commitment to provide exceptional service to sales force and clients
8
Skills For Product Support Supervisor Resume
- Deployed flight operations support is highly desirable
- Native or equivalent knowledge of English
- Knowledge of Jira and Salesforce
- Ensures exceptional service and operational excellence of the TPS team to make Zoro our Customers’ First Choice. Partners with cross-functional teams in contingency planning and workload balancing
- Related supervisory experience or equivalent; managing multiple disciplines and a team of 15 – 20 employees
- Work experience of 3- 5 years in a Repair and Overhaul Environment
- Product Support experience, preferably within a John Deere unit or division
9
Skills For Product Support Supervisor, IPM Resume
- Field salesand/or product support experience
- Knowledge of dealers/merchants/alliance partners, finance programs and products
- Willingness to travel. - Up to 75%
- Field experience with regular customer contact, knowledge of dealer/distribution network, limited geographic area of responsibility, and broad product knowledge
- Recent leadership experience
- Working knowledge of lending functions highly desired (automatic transfers, modifications processing, delinquencies, participations, line of credit processing, escrow processing, escrow tax and insurance disbursement, credit bureau reporting, etc.)
- Recent leadership experience, preferably in a call center environment
- As a Product Support Specialist or similar role in healthcare organization
- Maintain exceptional Garmin product knowledge and detailed knowledge of Garmin’s standard procedures and guidelines
10
Skills For Backhoe Loader Product Support Supervisor Resume
- Drive the implementation of best practices and continuous improvement throughout the organization, while insuring an appropriate balance between customer’s needs/wants and corporate resources, processes, and technology.Use corporate ACE methodology to benchmark and drive mistake proof solutions
- Drive the implementation of best practices and continuous improvement throughout the organization, while insuring an appropriate balance between customer’s needs/wants and corporate resources, processes, and technology. Use corporate ACE methodology to benchmark and drive mistake proof solutions
- Solid command of Microsoft Office tools (Word, Outlook, Excel, Power Point and Project (desired))
- Handles escalated customer cases and ensures effective resolution to customer’s issue
- JhaCall Center experience
- Responsible for managing support team’s overall performance and professional development through regular performance feedback and coaching
- Responsible for managing support team’s overall performance and professional development through regular performance feedback and coaching- Provide feedback to individual team members in 1:1 at least once per month
- Receive and review customer purchase orders
- Capture and channel information to provide product teams / CSA’s feedback about products based on interaction with customers and CSA’s
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