Supervisor, Technical Support Resume Samples

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K Nienow

Karley

Nienow

814 Jacques Mews

Boston

+1 (555) 415 3266

814 Jacques Mews

Boston

Phone

p +1 (555) 415 3266

Experience Experience

Boston, MA

Supervisor Technical Support

Boston, MA

Kerluke-Collins

Boston, MA

Supervisor Technical Support

Manages and evaluates employee performance with team manager to include talent reviews and any corrective actions or performance improvement plans
Reviews performance in accordance to established key performance indicators and the Sabre values
Create, manage and respond to trouble-tickets submitted by customers experiencing challenges using inContact™ technology software products
Continually find ways to improve process and workflow efficiency, including staying up to date on industry best practices
Partner with the UHCG Business Units to provide SME direction to Developer and QA teams
Perform other duties as assigned by management
Create partnerships with Business Units to foster open lines of communication and drive identification of ongoing improvement opportunities

Houston, TX

Supervisor, Technical Support

Houston, TX

Reichert-Gislason

Houston, TX

Supervisor, Technical Support

Manage and develop the support teams, including hiring, professional development and proactive project work
Develop clear strategies, goals, and tactics to improve efficiency and provide an exceptional level of customer support
Develop clear strategies, goals and tactics to improve efficiency and provide an exceptional level of customer support
Provides immediate supervision to a unit or group of generally nonexempt employees, assigning tasks and checking work at frequent intervals
Manage team workload, attendance and performance to goals
Develop, implement and continuously improve support delivery processes and procedures to significantly improve customer satisfaction and time to resolution
Create and track performance, workload, and corrective action plans

present

Chicago, IL

Supervisor Technical Support Specialist

Chicago, IL

Harber LLC

present

Chicago, IL

Supervisor Technical Support Specialist

present

Work within Technician Change Management council to identify key focus areas for process improvement
Identifying and take corrective actions to improve Poor Performing projects
Provide Technical expertise to Honeywell Project Managers
Member of Technician Change Management council to develop a “Technician Handbook”
Deploy contingent workers and manage students’ labor where possible
Develop, improve and implement Operational Process within his/her team
Manage the workload of direct reports on a daily basis

Education Education

Bachelor’s Degree in Accuracy Required

Rutgers University

Bachelor’s Degree in Accuracy Required

Skills Skills

Detail-oriented, self-starter with strong communication, analytical and organizational skills
Manage and develop the support teams, including hiring, professional development and proactive project work
Ability to multi-task and work collaboratively as well as independently in a dynamic and entrepreneurial environment
Ability to anticipate and effectively plan work in an independent manner
Lead and/or being involved in Global Strategic Initiatives
Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
Work with VMware’s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management
Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
Provide superior technical support and service to the VMware customer base

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11 Supervisor, Technical Support resume templates

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Supervisor Technical Support Resume Examples & Samples

This position will follow a swing shift schedule of 2pm-11pm
Ensure that all front line support incidents and requests from corporate and field customers are addressed within agreed SLA
Terminal server user maintenance and escalation contact for critical business affecting issues
Monitor incidents for quality, response timeliness and escalation procedures to be within our established guidelines
Follow-up with IT escalation teams to ensure that OLAs are met
Monitoring technicians to ensure incidents are complete and accurate in the Incident Tracking system
Perform routine monitoring of technicians for any needed process, training, or coaching needs
Team point of contact for escalations and priority incidents
Monitor and ensure that all support team documentation entered into knowledge base is relevant and accurate
Ability to help find trends and work to validate solutions through reports and incident monitoring
Ability to assign, monitor, and report on projects assigned to team members
High School diploma or equivalent. College degree preferred
Industry certifications (ITIL, HDI) desired
2+ years’ lead/supervisor experience preferred. Proficient technical background necessary
Experienced general PC troubleshooting knowledge
Good level of experience with using Microsoft Office Suite. Good understanding of Windows OS
Ability to monitor phone calls, emails and incidents at a desk
Ability to meet department standards
Ability to act independently
Manages others. Consults with direct reports and peer group as needed, or on issues that require approval and exceed limit of authority
By mail: Please mail your cover letter and resume to: Corporate Staffing

Supervisor, Technical Support Resume Examples & Samples

Participate in employee selection, training, and development
Continual monitoring of ACD thresholds and team's activities to assure compliance with department standards
Develop processes and training programs that will proactively improve call handling, increase first call resolution rate, decrease or eliminate controllable calls and recognize cost reduction potential
Review and analyze statistical reports to manage teams productivity
Conduct weekly team meetings to keep team members up to date on latest information
Assist team with escalated customer issues
Provide one-on-one coaching and development for each team member on a consistent and timely basis
Support and encourage all company policies with disciplinary actions as required
Flexibility to work full time shifts that include evenings and/or weekends
Excellent reading, writing and telephone skills are required
Lifting of up to 30 pounds, prolonged standing, walking and sitting
Minimum of 4+ years experience focusing on communications with internal and external customers
Must have recent Supervisory or "lead" experience (within the last 12 months) in a contact center environment providing leadership for 15 or more employees
Experience with customer relations, communications and sales skills. Must be patient, flexible, dependable, and have an outstanding attendance record

Supervisor, Technical Support Resume Examples & Samples

Supervise a high-performing technical support department consisting of geographically distributed team members
Develop clear strategies, goals and tactics to improve efficiency and provide an exceptional level of customer support
Instill a customer service culture that drives a high level of both employee and customer SAT
Proactively identify opportunities to improve customer experience
Ensure appropriate staffing levels and manage schedules to ensure optimal coverage
Act as point of escalation. Interface directly with both customers and internal departments to advocate on behalf of customer needs
Deliver effective key management reports and project updates and progress reports for ACTIVE management
Understand the drivers of key metrics and proactively manage performance
Provide continuous feedback through coaching/mentoring to increase employee skill sets
Identify and develop leaders and stars within the team
Develop comprehensive training plans
Work closely with other departments (eg. Product, development, sales, consulting) to provide feedback, develop processes, and ensure a great customer experience

Supervisor, Technical Support CSA Resume Examples & Samples

Staff leadership & development of technicians in a high paced technically varied contact center environment
Ensuring immediate and accurate response to abuse, policy, and security issues affecting Comcast subscribers and networks
Workload balancing to ensure organization's customer support and strategic goals achievement
Supervises, interviews, and hires a staff of CSA representatives
Provides initial as well as ongoing training and coaching for CSA representatives
Handles difficult customer inquiries and complaints referred by CSA representatives
Monitors CSA representatives to ensure professionalism, accuracy, and use of information given and performs annual performance appraisals
Sets productivity standards and goals; monitors daily/weekly/monthly progress and reports results to the CSA managers, directors, and executives
Metrics development and enhancement, in partnership with CSA Leadership, including performance standards and policies
Routine, operational reporting to leadership
Operations planning and new product/project launch support
Support development of organizational culture, including encouraging employee contributions, and fostering respect and support of all individuals
24/7 On Call support of operations

Supervisor, Technical Support Resume Examples & Samples

Provide superior technical support and service to the VMware customer base
Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
Manage and develop the support teams, including hiring, professional development and proactive project work
Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management
Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
Lead and/or being involved in Global Strategic Initiatives
Work with VMware’s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions

Supervisor, Technical Support Resume Examples & Samples

Supervises, interviews, and hires a staff of Technical Support representatives
Provides initial as well as ongoing training and coaching for Technical Support representatives
Coordinates and schedules work assignments relating to subscriber inquiries, support calls, and complaints
Handles difficult customer inquiries and complaints referred by Customer Service Representatives (CSRs.)
Monitors CSRs to ensure professionalism, accuracy, and use of information given and performs annual performance appraisals
Sets productivity standards and goals; monitors daily/weekly/monthly progress and reports results to the Customer Technical Support Manager
Regular, consistent and punctual attendance. Must be able to work nights and weekends, over night (10pm-7am for example) and other variable schedule(s) as necessary

Supervisor Technical Support Specialist Resume Examples & Samples

Mentor the technician mentors
Provide Technical expertise to Honeywell Project Managers
Develop training plans and career path for technical employees
Together with PML/FSL/BM create resource plans for tech growth
Technical issue escalation
People manager i.e. employee issues, HPD
Region and District standard processes and practice
Implement & maintain tech tools
Tech retention – more focused on technical needs
Ensure technicians adherence to HSE procedures
Financial Responsibilities
Recommend solutions to maximize project profitability
Maximize utilization of field employees, by managing technician down time
Scheduling to level load departmental technicians requirements
Deploy contingent workers and manage students’ labor where possible
Identifying and take corrective actions to improve Poor Performing projects
Participate in estimate review of technical scope, labor require to do the work and schedule commitments to customer in estimate review
Provide input to forecasts for Monthly Finance Reviews
Conduct Post Mortem review with Estimators and PM on poorly performing projects
Manage the workload of direct reports on a daily basis
Positively influence motivation of direct reports
Implement training direction and career road map for direct reports
Keeping skill set matrix updated and level loading skill requirements on different project requirement
Provide coaching and mentoring of technicians on their approach to solving problems, communication with customers
Organize regular Team Meetings to share best practices and work load level loading
Implement goals and objectives in line with AOP and LOB
Develop and manage technician performance plans to ensure goals are achievable
Ensure relevant information such as Tech Tips, Quality and product announcements are cascaded down the organization
Ensure all Technicians are HSE compliant
Workload Management and Planning responsibilities
Forecast resource requirements in compliance with projects requirements
Plan start-up schedules taking account of specific circumstances such as holidays, training etc
Implement corrective action to ensure projects schedules are met
Achieve monthly metric targets
Ensure L&E compliance with company policy
Discuss monthly technician’s requirement with project managers and field service leaders
Escalate any possible future labor shortage to PML, Ops Leaders and FSL
Ensure compliance with Service Linkage and Warranty Shield programs
Foster change, productivity and process improvement mindset
Challenge the status quo by identifying risks and taking intelligence risks
Member of Technician Change Management council to develop a “Technician Handbook”
Implement productivity initiatives such as wireless commissioning, e-commissioning and performance base commissioning
Develop, improve and implement Operational Process within his/her team
Responsible for implementation of new technology, productivity initiatives and process improvement at the field level
Work within Technician Change Management council to identify key focus areas for process improvement
Ensure installations are working as per customer requirements
Ensure proper customer training and effective handover to service on installed projects
Ensure high-quality of work of direct reports
Control the quality of the work by performing periodic field audits
Stay informed on the latest products evolution
Manage Technical challenges and be the focal point for implementing resolution to technical problems
Ensure Remote Access Diagnostics are implemented whenever/wherever possible
Administrative responsibilities
Check and approve Labor & Expense reports
Utilize the Telematics GPS system to ensure safety, time management, vehicle maintenance, etc
University Degree or Community College Technical Diploma
5 years of related Industries experience
Mechanical or Electrical Engineering background preferred
Knowledge of HVAC, Fire and Security systems, Mechanical system operation and integrated building system. Honeywell Installed Systems Product knowledge would be a benefit
Knowledge of server based systems and Network Configuration on various operating systems an asset
Previous experience supervising a team is an asset
A strong change agent
Good organizational and planning skill
Good analysis and trouble-shooting skill
Good communication skill
Leadership and interpersonal skill with developing networking relationship, and conflict resolution
Passionate, Motivational and Discipline
Excellent customer relationship skills
Excellent diagnostics, troubleshooting and problem solving skills for electronics, programming and systems operation

Supervisor, Technical Support Resume Examples & Samples

Develop clear strategies, goals, and tactics to improve efficiency and provide an exceptional level of customer support
Instill a customer service culture that drives a high level of both employee and customer satisfaction
Proactively identify opportunities to improve the customer experience
Act as a point of escalation. Interface directly with both customers and internal departments to advocate on behalf of customer needs
Deliver effective key management reports, project updates, and progress reports for management
Implement comprehensive training plans to increase team skill sets including coaching and mentoring programs
Work closely with other departments (e.g. product, development, sales, consulting) to provide feedback, develop processes, and ensure a great customer experience

Supervisor Technical Support Resume Examples & Samples

Manages workflow and resource capacity to ensure SLA’s are met
Leads a team responsible for one or more of the following areas: phones, emails, or major accounts
Directs the development and implementation activities for employees in supporting the department’s daily operations
Handle customer escalations as needed and review trouble tickets as required
Manages and evaluates employee performance with team manager to include talent reviews and any corrective actions or performance improvement plans
TRAVEL REQUIRED: Minimal travel may be necessary from time to time
Minimum 5 years previous customer service or phone support experience
Minimum 5 years experience in the technical support field
Minimum of 2 year experience as a senior level support member with demonstrated leadership ability
Attention to detail, analytical, and problem solving skills
Ability to work flexible work hours/schedule
Ability to work with customers to understand/resolve problems
Preferred skills
Experience supporting online products and services
Strong management skills and solution drive results that enable best practices and optimal performance of individuals and the team
Proven track record of leading, motivating, developing and coaching employees; building a high performance team with demonstrated success and developing and retaining high performing employees
Must be able to handle multiple, competing priorities and deliver results in a fast-paced environment
Strong problem solving skills and the ability to exercise sound judgment
Knowledge of automotive industry is preferred
Knowledge of Customer Relationship Management (CRM) systems preferred
Experience with ZenDesk or SalesForce

Supervisor Technical Support Resume Examples & Samples

Resolve complex problems that may require in-depth research and interpretation
Drive resolution/workarounds in a timely manner, to minimize customer impact
Collaborate with other technical teams and/or vendors to help resolve issues
Create and periodically update Support Process documentation
Partner with the UHCG Business Units to provide SME direction to Developer and QA teams
Facilitate Root Cause Analysis and recommend steps to eliminate repeat issues
Coordinate, supervise, and be accountable for daily activities of support and/or maintenance team as well as individual activities
Facilitate improvement programs and preventive maintenance initiatives related to IT Support
Set priorities for, and coordinate task and performance goals across the team
Establish, develop and maintain effective relationships with applicable Business Units
Manage/coordinate communications among all applicable stakeholders (e.g., approval processes, governance committees)
Identify and coordinate internal resources across teams to address escalated client situations
Advocate for the Business Units with internal audiences to ensure needs are being met
Manage customer expectations to ensure understanding of our capabilities and limitations
Execute resolution of customer issues, as needed
Create partnerships with Business Units to foster open lines of communication and drive identification of ongoing improvement opportunities
Coordinate with other internal functions and business leaders to complete projects and address ongoing service needs
Provide coaching for team members including formal corrective action when necessary
Conduct annual performance reviews for team members

Supervisor, Technical Support Resume Examples & Samples

Operates at the direction of the Manager of Technical Support and assists with the day-to-day oversight of the Terminal Parts & Central Repair operations
Supervises the Central Repair Technicians and the Shipper/Receiver T/S
Responsible for the daily operational functions of the Terminal Support department
Responsible for confirming / maintaining the quality of all repaired sub-assemblies
Generate reports to confirm compliance with metric benchmarks
Assists in the direction and completion of special projects as needed
Maintains accurate and current inventory records, enters all repair information
Stays current with all technical upgrades and repair procedures for supporting our changing terminal architecture
Communicate with other MSLC departments, and represent the Lottery in a professional manner
Performs related duties as assigned
Ability to effectively manage personnel and execute departmental policies and procedures including application of Collective Bargaining Agreement
Ability to communicate professionally and effectively with vendors and coworkers
Ability/Willingness to research and test new equipment
General knowledge of all classifications of MSLC terminal architecture, preferably down to the sub-assembly level
Solid computer skills and proficient with applications used to manage departmental inventory and repair information
Work collaboratively with Manager, T/S modifying operational functions in preparation for upcoming terminal migrations – ISYS, PC, Exp, etc
Excellent maintenance skills to assist employees with problem repair jobs
Excellent Attendance

Supervisor, Technical Support Resume Examples & Samples

Provides support and direction for the technical support staff so they meet department/company goals. Maintains defined customer services standards for group
May assist in interfacing and addressing issues dealing with the Global NOC, RDC and National Help Desk
May assist as a technical liaison with equipment and product vendors associated with our products and services
Motivates and supports transactional selling in department as outlined
Assists in the development, training, certification and continued education of employees, new products, processes and troubleshooting tools
Acts as an intra-company technical liaison between customer service and other departments
Interacts and assists call center support representatives with technical issues
Partner with Human Resources to ensure compliance with company policy and procedures, the performance management process, as well as consulting with employee relations issues and the progressive disciplinary action process. Participate in management meetings
Participate in training, counseling, evaluating and development of employees to improve performance and productivity and enhance productivity through employee satisfaction
Review employee timecards and attendance trends and counsel as necessary
Lead and facilitate team meetings on regular basis
Prepare performance and summary reports on customer service and staff activities and demonstrate support for excellent customer service. Compile and analyze day-to-day department reports to gauge employee performance. Identify problems and develop resolutions which are in line with business goals and objectives. Responsible for communicating this information during Team and Management meetings as appropriate. Analyze and monitor daily customer activity to ensure compliance with performance standards and act as informational source for call center representatives
Take and resolve escalated customer calls regarding problems and complaints of the HSD or Digital phone service from customers and employees who are dissatisfied and sometimes irate. This will include referring customers to collection agencies and making credit decisions. Customer contact, both internal and external, may be via phone, written correspondence, direct contact or e-mail for the purpose of resolving arranging payments and resolving issues. May perform functions of a customer care representative at times
Recruit, interview and recommend hiring candidates for customer care positions maintaining compliancy with EEO and Affirmative Action requirements
In partnership with management, determine any potential pay actions and follow through in a timely manner with any administrative paperwork. Enhance productivity through employee satisfaction
Monitor daily customer activity to ensure compliance with performance standards and act as informational source for employees
2 plus years of call center or technical support experience required
Technical aptitude required and customer technical support experience preferred
Coach and mentoring experience required
Proven Technical skills, with the ability to work with the various Network Operations Centers and outside agencies to resolve outages and single customer issues
Demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner
Ability to work effectively in a team oriented, high demand and fast paced environment
Ability to maintain high level of confidentiality and work with highly sensitive data and information
Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts. Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner
Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management
Demonstrated leadership skills to effectively develop and lead a high performing team and support less experienced employees with on-the-job training, technical troubleshooting and problem resolution and handling difficult customer situations in a proactive and positive manner
Effective problem solving skills used to identify and resolve day-to-day operation and employee relations problems
Demonstrated coaching and counseling skills used to effectively develop high performing employees; influence and change individual behavior and assist employees achieve a high level of success and productiveness
Travel may be required to attend work related meetings and training sessions
May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects

Supervisor, Technical Support Resume Examples & Samples

Train, supervise and mentor high performing technical support teams to pro-actively develop and maintain positive customer relations
Manage team workload, attendance and performance to goals
Develop, implement and continuously improve support delivery processes and procedures to significantly improve customer satisfaction and time to resolution
Analyze program effectiveness and offer recommendations to management for enhancing performance against strategic goals
Collaborate with the Voice of the Customer team to improve the product and support experience based on customer feedback

Supervisor Technical Support & Troubleshooting Resume Examples & Samples

Knowledge of GMP for biological products
Good competencies in influencing/indirectly management
Knowledge of root-cause analysis tool (Ishikawa, 5 Whys, ...) is recommended
Experience in leadership and in environmental testing are an asset
High level of flexibility, sense of priorities, communication and good organisational skills
Responsible for activities and resources engaged in a process support team and for their continuous optimization
Evaluate capacities (employees and machines) necessary to the completion of production plan
Responsible for AMS in a manufacturing building in collaboration with technical services
Responsible of shutdown preparation in a manufacturing building in collaboration with technical services
Supervises / Manages equipment in a multiple products environment
Motivates and encourages teams of technicians and workers. Has authority for hiring, termination, discipline and performance decision
Applies the recommended processes and anticipates potential improvements of the current processes while assuring compliance with the Change Management procedures
Ensures compliance of the operations with GMP and Authorities requirements. Monitors quality in close collaboration with QA, Technical services and take corrective actions when necessary. Responsible to implement the Operational Excellence Process in the facility
Organises and monitors performance progress efficiency of the facility through Key Performance Indicators related to Quality, People, Budget, Delivery and Security
Coordinate specific projects of improvement to ensure quality, efficiency, productivity, security and simplification
Provide technical support to direct reports

Supervisor, Technical Support Resume Examples & Samples

Develop, train, and supervise Technical Support Representatives to achieve the highest customer satisfaction, production, and quality goals
Act as a liaison between staff and other areas, including management
Assist in the creation and maintenance of an environment that promotes recognition and reward of excellent performance
High School Diploma or related equivalent experience required
Detail-oriented team player that works well in a fast-paced setting. Proficient in verbal, telephone, and written communication skills
Experience in customer service and interpersonal skills
Basic problem solving and attention to detail skills including negotiation skills
Recruit, lead and develop an effective Technical Support team so that the team and the organization exceeds all customer satisfaction, sales, revenue, productivity and quality targets
Ability to use basic system administration tools and processes; such as email application, web browsers, HTML, DNS, Unix, FTP protocol, and POP3 and other web hosting related products
Improve customer support skills through coaching based on live and recorded monitored calls
Identify and resolve all disciplinary and performance issues within the team so that customer satisfaction remains high, driving towards the complete elimination of complaints
Ability to apply trouble shooting techniques to moderate scope issues before escalating
Conduct daily team briefings, demonstrating a high level of energy and commitment so that the individuals area continuously motivated and encouraged towards the achievement of targets
Ensure that all team members are developed, appraised, counseled and motivated to their full potential
Evaluate sales and call reporting and identify trends so that continuous improvement becomes standard business practice
Develop and maintain a sound understanding of all sales and service support systems and systems utilized for hosting products and services so that effective management of these tools can help drive up performance
Contribute positively to the overall performance of the call center by undertaking special projects as assigned by senior management
Remain fully aware of the availability of all products and services in the company so that every opportunity to meet our customer’s needs is taken
Actively support, at all times, company policy and best practices in the area of security, with special emphasis on the protection of sensitive customer information
Access, use or disclose, customer information only when you need to do so to perform your Network Solutions’ operation duties
Ensure the health, safety and welfare for yourself and your team in accordance with company policy

Supervisor, Technical Support Resume Examples & Samples

Provide technical support to dealers via Technical Information Protocol support (TIPs), email, advising and solving problems
Provide technical support to dealers by bring-in vehicle to Central Service Department (CSD), especially resolve complex technical problems
Technical report
Provide technical report for all vehicles brought in to CSD and to Technical Complaint Management (TCM) team as requested
Provide technical report to Global Service & Part via TIPs case, especially high of effective vehicle number
Technical information
Provide technical information to customer, TCM committee and dealer as required
Integrated Management System (IMS)
Open-Close job using IMS system
Bachelor or higher vocation certificate in Mechanical Engineering
3-5 years experience in automotive passenger car workshop
Strong knowledge of technical in automotive
Good command of English
Computer Literacy; Microsoft Office
Able to communicate in Thai (listening, speaking, writing and reading)

Supervisor Technical Support Engineering Resume Examples & Samples

To Co-ordinate and provide P.M. and General maintenance across the site
Expedite and prioritise the implementation of P.M. schedules
Approve the 3 month review of PMs
Manage the spare parts for production areas
Supervise the engineering maintenance group of 5+ direct reports
Conduct annual ongoing performance reviews, coaching and development plans and appraisals of direct reports
Be a delegate for the engineering manager when required
To attend daily management for the operations department on behalf of Engineering
To provide Engineering support to the other engineering groups on site as required
To report daily on engineering downtime, maintain downtime records, and agree downtime targets on the operations Qdip boards
To identify root cause for downtime in manufacturing and develop continuous improvement programs to reduce downtime
Direct efforts to ensure that all processes, equipment, materials and methods that are used in the manufacturing of the products are as per requirements and in compliance with good manufacturing requirements and ISO 13485/FDA requirements
Drive TPM across critical pieces of equipment
Use of Danaher Business System (DBS) tools and techniques to streamline start up processes and ongoing operations e.g. SW, TPM, OEE, kaizen planning event, tools and drive projects forward using Daily Management
Responsible to develop and maintain visual project management boards and conduct daily meetings at Gemba to drive project deliverables
Ensure full EH&S compliance in all initiatives and projects
Implement and supervise the other engineers to implement EH&S improvement programs in manufacturing
Implement and supervise the other engineers to implement DBS improvement programs in manufacturing
Bachelors Degree in Engineering or equivalent and /or 5 years maintenance experience in an industrial environment or Masters Degree plus 3 years experience
Preventative Maintenance/Validation experience required
Prior experience in fault finding and investigations desirable
Prior Supervisory experience a plus
Strong mechanical, electrical manufacturing equipment experience highly desirable

Supervisor Technical Support Resume Examples & Samples

Prior people management experience (valued)
Skilled at employee coaching, motivation and development
Strong organizational, planning and time management skills
Excellent communications and interpersonal skills
Excellent level of spoken and written English (required)
Analytical mind-set and open to work under pressure with deadlines
Skilled at priority setting
Good computer skills and knowledge of Microsoft systems and other complex systems
Sabre host knowledge

Supervisor Technical Support Resume Examples & Samples

Proven management experience
Professional fluency in written and spoken English (required)
Flexibility in working hours / on call 24x7 to customer, support team, system owners, HP, etc
Ability to work under pressure and with aggressive deadlines
Familiarity or experience with travel distribution/reservation systems
Proven ability to use sophisticated computer software to solve business challenges
Ability to analyze problems, make decisions, and provide technical support
Excellent managerial and personal skills
Proven ability to work effectively in a team environment
Proven skills at coaching and developing others
Proven skill at Process Management
Proven ability to provide high quality Customer Service
Technical background will be considered an advantage

Supervisor, Technical Support Customer Care Resume Examples & Samples

Formally and informally coaches and develops the performance of the team to ensure they have the capabilities required to meet targets and increase customer loyalty
Applies functional and technical expertise and knowledge of performance standards to provide on-the-job training to team members
Reviews performance data (e.g., scorecard, ACE behaviors, monitored calls, etc.) and diagnose performance gaps to identify performance and productivity gaps
Discusses Monthly Achievement Plans regularly with Representatives to identify and agree on actions to improve performance
Creates and implements individual development plans and related coaching plans to establish behaviors that will lead to improved metrics
Monitors calls and evaluates individual Representative effectiveness on key behaviors to provide coaching to improve performance and the customer experience
Participates in regular call monitoring calibration sessions to ensure that customer experience standards are consistent applied across the region
Promotes professional service culture to achieve a complete service interaction: serving, solving, promoting and following through on opportunities for cross selling. Serves as a role model for the team in all aspects of the business. Balances the urgency of meeting business goals with focus on team success
Implements and documents coaching, performance improvement, and recognition plans, as well as performance evaluations to optimize individual and team performance. Hires and builds a team of Representatives that has the ability and resources to achieve performance, diversity, and service goals
Collaborates with local HR to plan for and ensure mandatory team and individual training targets are met
Implements formal and informal practices and procedures to motivate and recognize employees and ensure employee engagement is high
Develops and implements recognition programs to encourage and reward Representatives for meeting targets related to serving, solving and selling
Manages day-to-day activities and business to maintain momentum and a sense of urgency toward desired results. Continually focuses driving high standards of performance, correcting performance gaps, and works relentlessly to overcome obstacles and meet or exceed challenging goals
Reviews calendar, schedules, and tasks to plan/modify work schedules and ensure customers are served and priorities are achieved
Maintains a safe and positive work environment in compliance with all Cox safety policies
Resolves complex customer complaints and handles issues escalated by team members in a timely manner
Makes recommendations and/or decisions in real time to match capacity to demand and adjust methods of call handling to deliver the customer experience
Leads team meetings/huddles to cascade information, coordinate efforts and communicate changes in direction, products, policies, expectations and performance against service, quality and sales goals, processes, and standards
Communicates customer concerns, trends, recurring issues, sales and service opportunities, and related issues to higher leadership and within the Customer Care team
Recommends and coordinates implementation of solutions with various Cox organizations
Reviews Monthly Achievement Plan and Supervisor scorecard regularly with Manager to identify opportunities to improve results
Collaborates with other departments to ensure that a high quality customer experience is achieved and to resolve system and process problems
Collaborates with the Customer Operations team to ensure operational efficiency is achieved
Collaborates with Customer Care Manager, Customer Experience team and other Customer Care Supervisors to plan and coordinate efforts to ensure that Customer Care objectives are achieved
Controls expenses while meeting or exceeding system revenue goals
Ensures that Representatives update all required customer information in a timely fashion
Ensures accurate employee compensation by tracking and managing time and labor
Manages attendance trackers to track progressive steps for disciplinary action. Consults with Human Resources partners to determine eligible time off for employee leaves of absence
Approves and manages exceptions and audits to accurately reflect productivity measurements
Follows up on required Cox University course completion to keep the knowledge base and required certifications current
Reports and follows up on Customer Care tool failure
Attends job-related training and informally remains current on Cox’s telephony, data, and video products and offerings, sales and leadership through completion of required/recommended training program

Supervisor Technical Support Resume Examples & Samples

Review and analyze statistical reports to manage team’s productivity
Ensure team is adhering to schedule so as to meet and exceed service level objectives
Maintain professional customer service skills at all times and provide 100% satisfaction on each customer contact (internal and external customers)
Ability to read, write and interpret general business correspondence and procedures manuals
Will frequently work at a desk and use a computer for extended lengths of time
Must be able to talk and hear within normal ranges and possess the ability to reach, handle/feel
Minimum of 4+ years’ experience focusing on communications with internal and external customers

Supervisor, Technical Support Resume Examples & Samples

Ensures adequate records and systems are maintained. Ensures compliance with all processes
Schedules personnel responding to critical situations
Maintains communication with design management and specialists in resolving technical problems and/or bringing problems to the design department’s attention
Directs subordinates to achieve assignments using established guidelines, procedures, and policies
Interaction with subordinates and/or customers normally involves exchange or presentation of factual and technical information
Provides immediate supervision to a unit or group of generally nonexempt employees, assigning tasks and checking work at frequent intervals
Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Business, or related field required
5-8 years related experience or equivalent combination of education and experience required
1-2 years of supervisory experience preferred
Detail-oriented, self-starter with strong communication, analytical and organizational skills
Ability to multi-task and work collaboratively as well as independently in a dynamic and entrepreneurial environment
Ability to anticipate and effectively plan work in an independent manner
Fundamental understanding of the interrelationships of sales & distribution, manufacturing, and general financial concepts preferred

Supervisor, Technical Support Resume Examples & Samples

Minimum of one year experience as a senior level support member with demonstrated leadership ability
Flexibility and ability to work with any of the Support teams including: email, phones, QA, specialty and major accounts
Excellent communication (verbal and written) and strong interpersonal skills
Strong computer skills and proficiency in MS Outlook, Word, Excel, Adobe, Visio and the Internet
Proven ability to organize and prioritize daily work and complete projects with limited supervision
College degree preferred or equivalent experience
Flexibility and ability to work with any of the teams including, phones, emails, major accounts, CRM, Desking, Data Integration, Assist Desk or Quality
Proven track record of leading motivating, developing and coaching employees; building a high performance team with demonstrated success and developing and retaining high performing employees
Excellent communication skills (verbal and written), with strong interpersonal skills and strong attention to detail is essential
Ability to accommodate flexible work hours/schedule
Have requisite skills to support the specialty area to which the individual is assigned

Supervisor, Technical Support Resume Examples & Samples

Requirements for this position include a high school diploma, or GED; Bachelors preferred
A minimum of 1 to 2 years of technical support experience with at least 2 to 3 years experience as a supervisor or Lead within a call center or related field
A firm comprehension and knowledge of general troubleshooting procedures and processes
Knowledge of Spectrum Business products and services, and ability to best learn services offered
Will require strong conflict resolution skills, the ability to communicate with all types of customers, internal and external, and heavy multitasking skills
Communications will take place via telephone, written and electronic correspondence and in person

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