Manager, Product Support Resume Samples

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A Denesik

Armand

Denesik

3404 Ullrich Plain

Detroit

+1 (555) 261 4961

3404 Ullrich Plain

Detroit

Phone

p +1 (555) 261 4961

Experience Experience

Philadelphia, PA

Manager Product Support

Philadelphia, PA

Walsh Inc

Philadelphia, PA

Manager Product Support

Create/improve operations key indicators (KPI) and quality assurance measures by monitoring and reporting performance at established intervals
Oversees and manages efforts to improve existing processes and develop new processes to increase work efficiencies and customer satisfaction
Candidate provides direction to subordinates using established policies and precedents. Reviews established work flow for adequacy in meeting objectives
Assign work schedules; manage day to day workflow and operating costs
Ensure that operational policies, procedures, workflows and reporting formats for product line are established and maintained
Interfaces with customers, developer and supplier management to ensure products, services and processes are in place to meet customer expectations
Establishes and maintains systems that provide answers to common questions and problems

Detroit, MI

Manager, Product Support

Detroit, MI

Pfannerstill Inc

Detroit, MI

Manager, Product Support

Provide leadership and management to technical support staff through selection, performance management, developing, mentoring, coaching, etc
Analyze performance through various statistical and reporting methods and make recommendations on how to improve performance
Develop, implement, and monitor Product Health improvement performance objectives
Implement methodologies to improve first call resolution, set expectations, manage customer perceptions, and build strong internal relationships
Providing day-to-day work directions within the Technical Support Centre to ensure World Class Support Service delivery
Employing extensive systems knowledge to developing technical support processes to aid performance and efficiency within the Technical Support Centre
Help develop process around continuous improvement in Support

present

Phoenix, AZ

Manager Product Support Wheel Loaders & Articulated Haulers

Phoenix, AZ

McGlynn-Dietrich

present

Phoenix, AZ

Manager Product Support Wheel Loaders & Articulated Haulers

present

Motivating Others
Developing Direct Reports & Others
Secure we are driving the correct product development activities to improve quality
Drive for result
Guide the team to secure a good and trustful communication with EMEA dealers as well as other Volvo CE departments
Take active part in the development of the EMEA as well as the Global processes within the Product Support area
Set and follow up the financial budget for all WL and AH Technical Support personnel

Education Education

Bachelor’s Degree in Business

Towson University

Bachelor’s Degree in Business

Skills Skills

Develop strong cross-functional partnerships across Facebook (Sales, Product, Product Marketing, Product Quality and Engineering)
Strong problem solving skills. Ability to accurately define problems, identify relevant factors and develop sound solutions
Good organizational skills with the ability to handle multiple concurrent activities and to work successfully under pressure
Strong technical knowledge of English
Excellent customer service skills including the ability to diffuse tense situations
Quality Resolution process knowledge
Teamwork and Cooperation; Able to build and maintain strong relationships with all partners
Desire to increase base of knowledge through increased training and education
Basic Project Management Skills
VW product knowledge

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15 Manager, Product Support resume templates

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Manager, Product Support Resume Examples & Samples

Manages end to end processes for all registered and non-registered plans and investment products with a continuous improvement, lean thinking mindset focused on enhancing operational efficiciencies, maximizing customer benefits and increasing competitive value
Drawing on deep product and process expertise, provides effective day to day operational and leadership to MFRP Service Centre offering sound advice and counsel on process efficiency / effectiveness, risk management/mitigation, customer care opportunities, process engineering, and problem management/resolution
Acts as primary contact for the Investments Business Unit and as the operational contact for other internal partners such as RMFI Compliance, Tax Advisory Group, Head Office Law Group, as well as external groups such as federal and provincial governments. Works closely with the BU Product Managers to evaluate product delivery effectiveness, engaging other internal partners as needed in order to ensure appropriate processes are in place to meet internal policy and regulatory / compliance requirements and to minimize operational risk
Acts as MFRP Operations Lead on all Project Delivery initiatives, representing MFRP in project discussions/decision, ensuring the centre’s interests and concerns are tabled and addressed in order to minimize operational impact with implementation. The incumbent participates and contributes to gap analyses, requirements gathering, development and review of detailed business specifications, contributes to process engineering and system design/development, coordinates and leads analysis of FTE impacts, oversees training of centre staff, participates in UAT and PIV, and ensures all process documents are fully updated andpublished as required prior to implementation
Leads on assigned initiatives, delivering high quality, effective, efficient, and compliant process changes and/or enhancements for timely and problem free implementation, providing support as needed and sharing accountability for outcomes with partners. Assignments range in size, scope, complexity, duration, and ugency, and activities and key deliverables may vary with each project
Produces detailed documentation (process maps, analysis, business requirements, idea creation etc) as needed for assigned initiatives
Proactively identifies operational improvements and efficiency opportunities, leverages best practices, and looks for standardization and consistency, in pursuit of cost reduction, process optimization and risk mitigation
Leads or assists with the coordination of regulatory audits by external governing bodies such as ESDC, CRA, MFDA etc and leads remediation efforts to address any noted operational deficiencies; this may include the engineering and implementation of procedural changes, interim workarounds and/or coordination of clean-up activities
Leads the investigation and resolution of complex, high impact system issues or process gaps, coordinating and chairing discussions with cross functional teams, formulating and recommending interim workarounds and long term solutions, and coordinating and overseeing the execution of remediation plans as necessary
Contributes to the management of Problem Tracking Records (PTRs) and System Change Request (SCR) lists on behalf of the Business Unit. This includes coordination of monthly meetings for purposes of prioritization and follow up of PTR records, development of or assistance with idea creation documents or preliminary assessments (SCRs), cost estimates and general support as needed
Expert level knowledge of Investment products, processes and systems
Strong problem solving skills. Ability to accurately define problems, identify relevant factors and develop sound solutions
Good organizational skills with the ability to handle multiple concurrent activities and to work successfully under pressure
High level of initiative and motivation, with a proven ability to work autonomously
Strong written and oral skills including report writing, process mapping and presentation skills
Impact and Influence; Ability to negotiate solutions
Teamwork and Cooperation; Able to build and maintain strong relationships with all partners
Technologically self-sufficient – Excel, Word, Power Point and Visio
Basic Project Management Skills

Manager, Product Support Resume Examples & Samples

Represents customers, technicians, Dealers, and the market organization as their principle advocate addressing issues of vehicle quality, reliability, functionality, and satisfaction in the areas of Body/HVAC Systems
Assumes model line responsibility for quality issues for assigned vehicles in the Quality Solving Process within the applicable Factory
Represents the market and market needs with respect to Body/HVAC Systems to maximize product quality and dependability, resulting in continuous improvement of our products and reduction of warranty claim rates
Improves the market acceptance and desirability by reducing or eliminating unscheduled service visits and repeat repairs
Leads Technical Bulletin process and measures results
Monitors export quality of all US-Built products within assigned model lines
Bachelor’s Degree in Engineering, Automotive Technology, or equivalent
Master’s Degree in Engineering or Automotive Technology
7-10 years automotive related experience
5-7 years demonstrated leadership/supervisory experience
VW product knowledge
Technical familiarity with Volkswagen products, market positioning, and competitive manufacturers
Quality Resolution process knowledge
Technical Service expertise
Significant professional years of relevant engineering/technical experience with VW/Audi or other OEM
Volkswagen technical training
German and Spanish language skills
International working experience and understanding of cultural differences
Strong technical knowledge of English

Manager, Product Support Resume Examples & Samples

Improve Advertiser satisfaction by developing a global triage strategy to drive down bug reports and end-to-end resolution time, reducing product confusion by Sales and end-advertisers
Lead a team of Product Specialists across multiple offices
Develop strong cross-functional partnerships across Facebook (Sales, Product, Product Marketing, Product Quality and Engineering)
Identify trends and key insights to drive impact to team goals, including user experience, bottom-line revenue, and operational efficiency
Build empathy and passion for the advertiser experience through partnership with Product and Engineering

Senior Manager, Product Support Resume Examples & Samples

Management of a technical support team working with multiple product offerings
Accountable for daily oversight to ensure business operational success of the support teams
Responsible for enforcing existing policies and procedures as well as developing new improvements to them
Serves as a reliable escalation point for internal and external resources to turn to when issues arise
Accountable for developing and maintaining a knowledgeable and capable staff of analysts
Directly or indirectly manages supporting resources for the team
Reliably communicates initiatives and issues up and down the management chain
Coordinates work efficiently and effectively inside and outside of team
Drives team to achieve goals and service level commitments
Must embrace and excel at managing through a changing environment
Undergraduate degree or equivalent experience
3+ years of strong management experience in operations
3 + years work experience in a technical field
Experience handling customer escalations effectively
Experience with a customer ticketing system
Strong leadership abilities to influence a wide array of resources
Ability to adapt and drive change within a team

Manager, Product Support Resume Examples & Samples

Oversee teams as they work with AGCO Engineering and Manufacturing to identify and correct product reliability issues
Ensure all relevant technologies are being utilized and integrated into the business of product health teams
Resolve staffing issues including new hires, disciplinary actions, and terminations
Assign, measure, monitor, and review team member yearly performance objectives
Provide oversight of team member performance enhancement actions
Carry out coaching and training actions required to improve team member performance
Coordinate between support sites to manage the product health teams and processes
Improve SOURCE Knowledge Object (KO) quality through feedback corrections, quality improvement activities, knowledge engineering, and team development and training
Develop, implement, and monitor Product Health improvement performance objectives
Manage daily activities of the Product Health functional area
Develop, evolve, and maintain SOURCE and Warranty reports
5+ years of mechanical technical support experience
10+ years of experience working with mobile equipment
3+ years of supervisory or management experience
Bilingual (French, Spanish, German, English)
1+ years of Agricultural or Agronomy experience
Masters Degree or PhD

Manager, Product Support Engineering Resume Examples & Samples

Responsible for repair production engineering support with respect to testing methods, procedures and problem resolution
Provide technical and process oversight for ensuring repair engineering requirements are met to include production quantities, bad actor resolution, and production schedule performance
Responsible for developing task schedules, as well as participation in process analysis and optimization, risk analysis, and production metric evaluations is required
Staffing responsibilities include participation in the performance review process, management of personnel, ensuring that personnel with the appropriate skills and experience are utilized and may include personnel recruitment
Serve as liaison between Northrop Grumman and the USAF depot partner
Bachelor's degree in Systems, Mechanical, Electrical, Electronics or Computer Engineering, or related degree
10+ years of engineering experience, 8+ years with a Master's, or 5+ years with a PhD; 4 additional years of repairing or testing Military Avionics equipment experience in lieu of degree may be considered
Ability to mentor, provide career guidance and coaching, and to lead others
Ability to prioritize multiple responsibilities and/or accomplishing them simultaneously
Prior management experience
AAQ-24 depot repair experience
Active DoD clearance

Manager, Product Support Resume Examples & Samples

Implement methodologies to improve first call resolution, set expectations, manage customer perceptions, and build strong internal relationships
Analyze performance through various statistical and reporting methods and make recommendations on how to improve performance
Build a qualified help desk team through innovative hiring and training techniques
Act as an escalation point for all client and internal issues
Organize weekly team meetings

Manager, Product Support Resume Examples & Samples

Minimum 5 years of work experience
Team Leadership and Facilitation
Drive for results
Perseverance
Learning / change agility
Process Management / Continuous Improvement
Business data collection and analysis
Organizational awareness
Risk management
Planning
Written communications
Managing through systems

Senior Manager, Product Support Resume Examples & Samples

Ideally degree qualified or equivalent business qualification
Technical or Product Support related knowledge and experience would be beneficial but not essential
Demonstrable success in leading and managing people including coaching and developing people. Experience across different geographies and cultures would be ideal
Practiced in resource management and planning with strong commercial acumen
Successful leadership of a multi-channel customer service or product/technical support environment
Experience of process development and improvement
Be a strong leader self motivated with open clear communication skills both written and verbal
Adaptable and prepared to question the status quo and challenge processes and look to implement improvements based on the company approved methodology
Ability to speak and communicate in English fluently. Ability to communicate in another European language would also be an advantage
Success in driving change with evidence of challenging the status quo to deliver an improved customer service experience
Working Conditions
IND-EMEA

National Manager Product Support Resume Examples & Samples

Provide expertise and guidance in operations product-related processes and procedures by supporting business objectives related to product line Quality initiatives
Ensure that operational policies, procedures, workflows and reporting formats for all product lines are established and maintained
Serve as a product consultant and point of escalation for all Product Lines support issues
Share knowledge and best practices with team, customers, and other groups, including documentation and training
Create and support development of timely corrective actions to all product lines issues in operations by conducting operational training
Compile and prepare accurate and timely reports of data analysis in documenting variances, for product lines and improve overall operations performance analyze and general ledger
Improve processes directed toward reducing costs, improving cycle time, increasing sales/gross profit, and enhancing customer satisfaction
Manage projects
Perform other duties as assigned or necessary
Minimum of 3 years project management experience
Minimum of 3 years experience developing and implementing process improvements in a high-speed environment
Minimum of 2 years experience with Microsoft Office
Strong project management skills and the ability to effectively manage competing priorities and duties in a deadline driven environment
Solid knowledge of all lines business and the customer’s business environment
Ability to make strong contributions as an individual and team player
Excellent written, interpersonal/communication and presentation skills
Outstanding detail-orientation and organizational skills

Manager, Product Support Resume Examples & Samples

Provide leadership and management to technical support staff through selection, performance management, developing, mentoring, coaching, etc
Establish and manage goals, processes, and business KPIs regarding the performance of team in order to optimize customer satisfaction and the customer experience through efficient and timely issue resolution
Responsible for employee development to meet the requirements and needs of the customers. Continuously identify areas for improvement in the areas of knowledge, process and employee soft skills
Build relationships cross-functionally with key stakeholders such as R&D, Sales and Professional Services organizations, and take ownership of opportunities to improve the customer experience, including customer escalations
As required, customers may request that additional checks be conducted on Verint employees. Verint reserves the right, consistent with applicable law, to require employees in certain positions to undergo background checks periodically or as needed base on our customer’s requirements

Manager, Product Support Resume Examples & Samples

Management of departmental budget and budget variances
Maintain liaison with all divisions to keep abreast of policy and procedure changes
Ensure service level agreements are met or exceeded
Represent the department on task forces and cross-functional teams
Oversee daily center operations as well as selection of staff
Supervise subordinates and perform formal reviews
Assist, guide, and train subordinate personnel in their assigned functions
Review changes to existing procedures for user operating manuals
Monitor and review Support programs used to measure department performance
Minimum of 6 years experience managing a technical support operation
Minimum of 4 years supervisory experience
Must have a good grasp of a variety of operating environments, including but not limited to DOS, Windows, Windows 95
Thorough knowledge of the property management industry highly preferred
Self-motivated and goal oriented
Ability to multi-task and deal with a variety of unrelated issues at the same time
Good working knowledge of Word, Excel and PowerPoint for presentations and reports required
Ability to work with people in all levels of the organization
Excellent customer service skills including the ability to diffuse tense situations
Demonstrated ability to lead and develop others
Desire to increase base of knowledge through increased training and education
Patience and tolerance
Ability to work extended hours when necessary
Occasional travel (approx 10%)

Manager, Product Support & Repair Resume Examples & Samples

Leadership over a team of 10 Biomed specialists that provide customer support, field service, and technical training on a variety of medical devices Leadership from a technical service perspective for the completion of RFPs
Responsible for the harmonization and the development of service offerings for the various products and the development of policies and procedures for the Technical Service
Manage the activities and assure successful execution of the projects in which team involvement is required. They will be involved in the communication with different departments at Cardinal Health Canada and provide frequent and consistent information on the operations
Responsible for the results and the budget of the team as well as maximizing service contract revenue
A solid understanding of the regulatory requirements for medical is a requirement as well as experience in planning and executing corrective actions
Responsible for management of Customer Care and Warehousing functions at NTSC
Act as a liaison between Quality, customer, Distribution, Supply Chain, Marketing, Sales, and Finance
Accountable for employee compliance with established internal policies and procedures
Develop departmental budgets, revenue plans and key imperatives. Proactively pursues innovative ways to manage the business
10 - 15 years of Biomedical Engineering experience
5 plus years of management experience
Degree or Diploma in Biomedical Engineering
Solid understanding of the regulations for medical devices
Experience in a commercial environment required
Excellent communicator and presenter
Proven relationship building skills
Highly energized and motivated
Bilingual, an asset
Experience with a variety of medical device required

Manager Product Support Resume Examples & Samples

Candidate will be responsible for daily operations of a team or work unit. Directly supervise staff of maintenance personnel
Assign work schedules; manage day to day workflow and operating costs
Candidate responsibilities include: cost, schedule, and technical performance affecting all aspects of maintenance performance on contract deliverables
Candidate provides direction to subordinates using established policies and precedents. Reviews established work flow for adequacy in meeting objectives
Candidate monitors work operations of exempt and/or non-exempt employees on a daily basis and actively assists or provides direction to subordinates as required
Candidate may perform, especially in staff or professional groups, on-going operational tasks of organizational groups
Executes department procedures that typically affect individual employees within own department
Applicants should have a complete understanding of ground support equipment maintenance operations
Demonstrated interpersonal and organizational skills as well as oral and written communication skills are required
Candidate requires experience with managing proposal processes and documentation completion to include forecasting requirements of goals and operations
Candidate must have experience with EVMS and budget advice variances
Candidate must have experience with testing, validating and verifying powered Ground Support Equipment operations including; all aspects of maintenance, inspections, servicing, quality assurance
Candidate must have experience monitoring the accuracy of maintenance data and training materials. Candidate must have experience with testing, validating and verifying, Non-powered Ground Support Equipment operations including; all aspects of maintenance, inspections, servicing, quality assurance. Candidates require a thorough knowledge of special purpose vehicles, special test equipment and supply support
Candidate must have complete understanding of all logistic elements, supportability, maintainability and logistics support analysis. Manage and review site survey results and formulate specific recommendations for spare/repair parts and support equipment
Supervises and controls asset positions of customer inventories. Applicant will exhibit the use and/or application of maintenance principles, theories, and concepts to supervise maintenance shop operations. Have knowledge of industry practices and standards
Candidate must be an expert with support equipment as well as other common systems. Supervise, monitor and audit data entry for maintenance database
Manages review process for released engineering data and coordinates changes with engineering, quality, support, and engineering data control activities

Manager, Product Support Resume Examples & Samples

Act as primary point of contact for select distributors and their Commercial Parts Managers or Commercial Parts Sales personnel in the following areas
Knowledge of commercial HVAC products or parts required
Leadership or supervisor experience required
Experience with the quoting process, including researching, analyzing, reading and interpreting blueprints and drawings, and providing timely responses
Experience with pricing a plus
Experience with the following Carrier systems preferred: Sales-Force CRM, C10 & EPIC
Customer service experience a plus
Ability to work autonomously a well as with internal teams to solve problems
Focused on results and outcomes
Strong organizational skills; ability to manage multiple projects and priorities with a sense of urgency
Follow-up and follow-through skills
Strong communication skills including the ability to interact with suppliers, customers & internal departments (Engineering, Product Management, Customer Service, e.g.)
Mathematical aptitude to accurately calculate gross margin, e.g
Demonstrated ability to implement process improvements and track results
Proven problem solving ability
Proficiency in Microsoft Office, especially Excel and Access

Manager Product Support Resume Examples & Samples

Manages the support of customers encountering problems using the company's products
Manages subordinate supervisors and representatives that are answering customer inquiries, primarily over the telephone but also in writing
Establishes and maintains systems that provide answers to common questions and problems
Reports new or recurring problems to design departments
Ensures representatives are properly trained when old products are upgraded or new products are released
Manages the activities of product/service support groups through subordinate supervisors; includes responsibility for meeting budget objectives, planning/coordinating staff activities, setting departmental goals, etc
Oversees and manages efforts to improve existing processes and develop new processes to increase work efficiencies and customer satisfaction
Interfaces with customers, developer and supplier management to ensure products, services and processes are in place to meet customer expectations
Problem resolution management
Procures and manages resources necessary to consistently deliver negotiated service level agreements

Manager Product Support Wheel Loaders & Articulated Haulers Resume Examples & Samples

Performance of the Support team in terms of response times, quality and availability
Secure we are driving the correct product development activities to improve quality
Take an active part, together with the team, in the Technical Goodwill discussions with our dealers. Also closely monitor the Goodwill spending and secure it is within approved authorization levels and budget
Guide the team to secure a good and trustful communication with EMEA dealers as well as other Volvo CE departments
Take active part in the development of the EMEA as well as the Global processes within the Product Support area
Set and follow up the financial budget for all WL and AH Technical Support personnel
Developing Direct Reports & Others
Integrity
Communication
Commercial knowledge
English
Technical and/or Commercial University degree and/or corresponding working experience

Manager, Product Support Resume Examples & Samples

To support product and marketing teams in identifying solutions to support product changes and campaigns that require product maintenance
To identify root causes, build business plans and implement changes with a project management methodology
To prioritise, execute and deliver product maintenance and change activities
To research, develop, promote and implement effective and efficient business solutions to ensure best practice
To develop and implement marketing campaigns to drive business growth and meet business targets
To ensure that appropriate actions are taken to resolve all business issues (customer, process, and financial) , and to implement measures to avoid re-occurrence
People management, including the scheduling and prioritisation of activities and tasks
To manage telesales campaign setup end to end process and make sure the functionality works as expected
To support Vendor management teams with test file creations for changes to credit card statements and card carriers
To manage business incident process for all of Cards and Loans. Ensure stakeholders are adequately informed for all critical incidents
To establish and maintain close relationships with key stakeholders within the company to ensure that existing and proposed business solutions are aligned with broader companywide strategies
To manage new system enhancements end to end from requirement gathering to implementing the changes. This includes UAT testing
To manage monthly rainbow releases which includes assigning task to team members, providing regular updates to key stakeholders, ensure thorough testing is done before providing sign-off
To manage and maintain system parameters for all Cards and Loans products
To support and manage end to end marketing campaigns for special promotions such as Top of Wallet spend campaigns
Conducting post implementation reviews to evaluate performance, and to identify “lessons learned” and process improvements required
Developed ability to reason conceptually and solve complex business problems through input of suitable business solutions
Demonstrated understanding of project management principles
Demonstrated experience as a project manager with capability to manage projects of varying duration and complexity
Demonstrated experience in management reporting
Leadership qualities that provide the ability to lead and motivate a team, define and communicate priorities and targets to ensure that work is completed in accordance with agreed performance standards and timeframes
Ability to meet the challenge of functioning in an organisation undergoing constant and rapid change
Ability to effectively multi task under pressure and in a high paced environment
Positive and results orientated attitude
Strong MS Word, Excel, PowerPoint, Project and Visio skills. MS Access desirable
Previous experience in a similar role

Senior Manager, Product Support Resume Examples & Samples

Analyzes, evaluates and presents information concerning factors such as business situations, production capabilities, manufacturing problems, economic trends and design and development of new products for consideration by other members of management team
Suggests and debates alternative methods and procedures in solving problems and meeting changing market opportunities
Cooperates with other top management personnel in formulating and establishing company policies, operating procedures and goals
Develops initial and subsequent modifications of product assurance program to delineate areas of responsibility, personnel requirements and operational procedures within program
Evaluates contents of reports from product assurance program department heads and confers with top management personnel preparatory to formulating fiscal budget for product assurance program
Conducts management meetings with product assurance program department heads to establish, delineate and review program organizational policies, to coordinate functions and operations between departments, and to establish responsibilities and procedures for attaining objectives
Interface with customers on technical/quality issues and improvement initiatives
Responsible for managing customer audits and regulatory/compliance agency audits
Reviews technical problems and procedures of departments and recommends solutions to problems or changes in procedures
Visits and confers with representatives of material and component vendors to obtain information related to supply quality, capacity of vendor to meet orders and vendor quality standards
Confers with engineers about quality assurance of new products designed and manufactured products on market to rectify problems
Reviews technical publications, articles, and abstracts to stay abreast of technical developments in industry
Demonstrates expert functional, technical and people and/or process management skills as well as customer (external and internal) relationship skills
Demonstrates detailed expertise in very complex functional/technical area or broad breadth of knowledge in multiple areas; understands the strategic impact of the function across sites
Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents
Ability to respond to common inquiries or complaints from customers, regulatory agencies or members of the business community
Ability to write speeches and articles for publication that conform to prescribed style and format
Ability to effectively present information to top management, public groups and/or boards of directors
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry
Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations
Ability to define problems, collect data, establish facts and draw valid conclusions
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

Manager Product Support Resume Examples & Samples

Recruiting and retention
Training
Career guidance and goal-setting
Performance evaluations
Compensation evaluations and coordination
Policy dissemination and communication
Workload planning/forecasting
Process development and maintenance
Development and implementation of departmental vision and strategies
Bachelor’s degree in STEM, English, or Management, plus 7 years of experience (or Master’s degree plus 5 years of experience) in STEM or program/project management
Demonstrated ability to lead and motivate diverse teams
Active Department of Defense (DOD) Secret clearance
Expert-level knowledge of the roles, responsibilities, and underlying methods necessary to develop technical data and/or training products

Manager, Product Support Purchasing Resume Examples & Samples

Provide leadership, direction and supervision of the production support buying function to accomplish the appropriate availability of purchased materials and services from the production supply base
Identify capability levels and training needs of the product support purchasing personnel and subsequently develop their capabilities through direction, coaching, delegation and appropriate training
Track the supplier’s performance indicators, based on their scorecards and rankings, to facilitate and develop the supply base’s ability to consistently meet or exceed our defined expectations
Routinely manage the communication of performance to the supply base and internal personnel to insure the proper use of suppliers based on performance
Manage the regular and daily activities to facilitate and develop the supplier’s ability to support Nordson’s Lean manufacturing principles and problem avoidance processes through the use of best in class quality, delivery and lead-time performance processes
Support the materials management group in the evaluation of component level inventory, demand patterns and product flow based on customer requirements, distribution center requirements and manage supplier capabilities, commodity lead times, and logistics costs to source materials at the total lowest cost
Drive key performance indicators for supplier delivery lead-time, direct material cost reduction (YOY) and quality improvement at the supply-base
Direct, coordinate and / or facilitate critical purchase part corrective actions with the responsible buyer(s), supplier personnel and other Nordson management, as necessary. Report on the status of corrective actions, as required, to manufacturing, business group and executive management
Support and utilize the Strategic Group’s activities and direction on supplier development, risk management, reduction and consolidation
Support and coordinate with, the Strategic Group’s new product activities and direction to optimize the transition from new product development to production
Direct and facilitate the routine use of world-class procurement policies, procedures and technology for all Nordson purchasing groups, in your area of responsibility. The execution of these activities should help create a best-in-class procurement organization
Direct the maximized use of e-procurement and automated processes (user sites, supplier website, automation of transactions) to optimize the effectiveness and efficiency of our regular procurement processes and transactions
Management experience is required
Experience working with outside vendors with supply chain knowledge strongly preferred
Minimum of 3-5 years of experience in an exempt position within a manufacturing/business environment is required
Project management experience is required
Experience in an industrial manufacturing environment is required
Technical experience is preferred
Strong personnel delegation, development and coaching skills
Requires understanding of major commodities, supply markets and technical products
Fundamentally sound in all aspects of the function, including financial modeling and analysis, value and cost analysis, etc
A balanced professional capable of seeing the big picture while managing the details
Motivated by results
Ability to drive aggressive implementation plans and schedules
Problem solve and handle multiple tasks effectively
Proficiency with MS Office applications: Word, PowerPoint, Excel, SharePoint

Manager, Product Support Resume Examples & Samples

Managing and coordinating a team of Technical Support and Customer Service Coordinators
Providing day-to-day work directions within the Technical Support Centre to ensure World Class Support Service delivery
Supporting the organisation’s security and data protection policies, with emphasis on the protection of sensitive customer information
Working closely with Support Management to ensure that Case Backlog, Response, Resolution times and other critical Support Services KPIs are managed within defined and published targets
Working closely with technical support staff to enhance overall performance. Analysing performance, highlighting problem areas, implementing projects for improvements
Employing extensive systems knowledge to developing technical support processes to aid performance and efficiency within the Technical Support Centre
Take ownership of setting up regular meetings, training and counselling sessions for all direct reports, soliciting feedback from stakeholders on operations and requirements
Contributing to team meetings, offering suggestions and ideas to underpin key success factors
Responsibility for developing and maintaining positive relationships with customers (management and staff) and ensuring high level of satisfaction with technical support services
Working with the Professional Services group to ensure Customers are appropriately transitioned to Support
Responsible for annual reviews, goals and development plans of direct reports
Provide standby, public holidays cover and after hour service as needed to meet business requirements
A strong Customer Service Management track record with at least 5 years’ experience in a similar role, ideally from an Enterprise Support Centre background, with demonstrated management techniques and technical support process methodologies
Staff management and development experience including performance and incentive planning, people management, leading, motivating and supporting a team
Case management skills including ongoing and proactive workforce planning based on call volumes, staff outages, escalations etc
Exceptional communication skills, verbal and written with a strong attention to detail
Ability to diagnose or understand customer’s technical problems/requirements and devise a suitable technical solution
Proven ability to understand and drive customer satisfaction key motivators
Demonstrated ability to interface directly with customers on a wide range of technical and operational issues
High level of competency within a Windows Operating and Application environment
Operational statistical analytical ability using applications such as Excel etc
Related IT degree/ related field preferred or minimum 5 years work experience in like field

Manager Product Support Resume Examples & Samples

Support business objectives related to product line Quality initiatives
Ensure that operational policies, procedures, workflows and reporting formats for product line are established and maintained
Conduct operational training on product line(s)
Analyze key indicators and quality data to identify opportunities to improve overall operations performance
Travel as necessary
Minimum of 2 years experience with MS-Office tools: Word, Excel, PowerPoint and Project
Awareness of Process Improvement Techniques, including Six-Sigma and Lean
Able to work independently
Outstanding record of achievement including maintenance of standards and integrity
Understanding of armored car business
Demonstrated ability to effectively manage competing priorities and duties in a deadline-driven environment
Proven planning and decision-making skills
Excellent interpersonal/communication and presentation skills