Technical Support Manager Resume Samples

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G Hand

Gunnar

Hand

68596 Rosemary Corners

Los Angeles

+1 (555) 880 3544

68596 Rosemary Corners

Los Angeles

Phone

p +1 (555) 880 3544

Experience Experience

New York, NY

Technical Support Manager

New York, NY

Wisoky LLC

New York, NY

Technical Support Manager

Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization
Ensure best practice is implemented between the Customer and the Service Center and/or Roadside Assistance provider
Completes timely and meaningful performance reviews and development plans for direct reports
Providing regular reports for management that measure the Quality of technical support service to the customer
Analyses reports on complex data associated with key business performance indicators, identifies and drives improvement actions across the business
Support the development and implementation of standard work associated with the services
Identify opportunities to further leverage established or new Global Work Share resources for long term support and anticipated growth of the services

San Francisco, CA

Global Technical Support Manager

San Francisco, CA

Cartwright, Witting and Spencer

San Francisco, CA

Global Technical Support Manager

Managing the Melbourne and Newcastle upon Tyne technical support teams to efficiently resolve technical and applications issues on a system level (instrument, software, reagent) raised by customers and stakeholders. Provide technical support to the QA/RA team for the compliant process
Ensuring compliance to in-house tools (QUEST, SAP, and Test Track), regulatory standards, and company policies
Ensuring achievement of key metrics: group budget, staff performance and customer satisfaction
Managing Melbourne spares solutions to support products in the field
Operating as an integral and effective member of the Melbourne Site Management Team
Recruiting; selecting and managing team performance and development
Work with the Selling Unit’s and/ overseas service and support team to develop, maintain and rollout Service and Application training material/programs

present

Detroit, MI

Senior Technical Support Manager

Detroit, MI

Cummerata LLC

present

Detroit, MI

Senior Technical Support Manager

present

Establishing team objectives and drive performance improvements
Setting quarterly individual goals and providing on-going performance feedback as well as formal performance appraisals
Direct management responsibilities for all the designated resources and their associated workload
Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
Tracks and drives improvement on departmental Key Performance Indicators (KPIs)
Driving Product Development response and delivery of resolutions to Development Escalations
Aptitude to create a team environment that sustains a highly motivated group working to achieve common objectives

Education Education

Bachelor’s Degree in Computer Science

University of Kentucky

Bachelor’s Degree in Computer Science

Skills Skills

Strong attention to detail in a highly dynamic and changing environment
Strong people management skills; Ability to coach, guide and mentor the team; Ability to energize and excite a team to change and prepare for the future
Knowledge of French is highly desirable
Review and influence the SPSS products and documentation for usability and serviceability
Lead efforts to ensure reliable, quality, delivery of EHM services for current and new customers
Knowledge on Active Directory would be desirable
Ability to solve problems with good initiative and judgment and make decisions in an independent manner with minimal guidance
Demonstrated achievement in being highly motivated, self-directed, organized; able to develop, demonstrate and stick to customer action plans
Highly organized strong oral and written communication skills
Strong professional verbal, written, and interpersonal communication skills

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15 Technical Support Manager resume templates

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Summer Student, ip Technical Support Manager Resume Examples & Samples

Act as coach for operational teams, providing assistance and documentation as required
Excellent interpersonal and communication skills
Excellent problem solving techniques and trouble analysis skills
Industry certifications, such as CCIE or JNCIE would be invaluable
University degree in Engineering or Computer Science is an asset

Technical Support Manager Resume Examples & Samples

Empower your team to provide excellent service to Tesla customers
Work with Roadside Assistance Program Manager to build a preferred tow provider network in China
Ensure best practice is implemented between the Customer and the Service Center and/or Roadside Assistance provider
Participate in international projects/training as needed
Liaise with the Service and Technical departments to ensure all aspects of customer case notes and vehicle failures are accurately and timely recorded and maintained
Achieve company goals for a continuous high level of Tesla customer satisfaction targets
Provide detailed metrics on Tesla Customer Service satisfaction targets, as well as call volumes
Work on the continuous improvement of procedures related to the Customer Experience process

Service Manager / Technical Support Manager Resume Examples & Samples

Operations/ day 2 leader / SPOC to manage operational escalations from customer sr management teams
Engages at customer sr management level ( GM & above ) & manage relationship at that level
Pursues with TAC/ BU management for escalated / chronic issues incl those related to product quality, getting an action plan together and pursue this till closure
CAP management
Will be responsible for managing / reporting Day 2 support scope commitments , KPI/SLAs and reporting them either directly or through Ops Manager ( HTOM) to the customer team/ int stakeholders via quarterly services reviews
Accountable for Day 2 CSAT
Flag gaps in Day 2 support model and initiate corrective actions

Technical Support Manager Resume Examples & Samples

Supervises activities of Customer Service Engineers team with the responsibility for results in terms of customer service satisfaction
Acts as escalation point for customers and senior Cisco management on customers' behalf
Manages workload among team members, including implementation of innovative case management or capacity management techniques to enable future types of post-sales services
Assumes leadership role in the organization and cross-functional teams to drive service delivery and/or product improvements
Identifies and works on issues that affect worldwide teams
Participates in major cross-functional projects and interfaces with managers, directors and VPs
Actively participates in field and customer meetings
Master’s or MBA degree
5+ years experience in leading teams consisting of 10-15 members
Effective people management, leadership, and conflict management skills
Skilled at building high performance teams and inspiring and developing people
Outstanding ability to work cross-functionally and building business partnerships with customers
Experienced in identifying complex issues and resolving complex problems impacting strategic direction of the organization
Ability to formulate and deliver highly complex presentations
Ability to communicate in English effectively both verbally and in writing; other languages would be a plus

Manager of Technical Support Resume Examples & Samples

The ideal candidate demonstrates knowledge of Cisco processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team
Supervises the activities of a CSE team with responsibility for results in terms of customer service satisfaction and operational excellence
Participates in cross-functional projects involving Cisco's product or service offerings
Identifies and works on issues that affect worldwide TAC teams

Technical Support Manager Client Resume Examples & Samples

Lead and manage the assigned Client support team to build and promote a culture of service excellence
Ensure effective workforce planning, skills and resources to enable support of expected Customer needs and call volumes
Lead the professional development and management of all team resources to build technical capability and credibility
Develop and implement operational plans and initiatives to enable the achievement of operational performance goals and business objectives
Contribute as a standing member of the ANZ Technical Support Leadership Team to lead, promote, manage and deliver ANZ and GSD business objectives
Contribute as a standing member of the ANZ Technical Support Leadership Team to develop and promote effective Customer engagement and the building of effective business partnerships
Where necessary, lead and engage cross-functional teams, domestically and/or regionally, to share and engage technical expertise and experience, to support the timely delivery of business and customer needs
Build strong technical experience and capability within the team
Develop and deliver key initiatives to improve business processes and customer service delivery
Assist in the development and implementation of strategic plans, initiatives, and direction
Lead the engagement of all parties necessary to ensure the timely management, communication and address of Customer concerns, escalations and Issues
Ensure effective practices and processes are implemented and current to support the Client scope of services
Promote cross functional engagement and support within Technical Support
Proven capabilities to lead, engage and influence others
Significant knowledge of Dell Client product lines, technical knowledge and Dell Support Services
Proven experience leading and delivering customer service requirements
Undergraduate degree and 8-10 years relevant experience or Graduate degree and 4-6 years relevant experience

Technical Support Manager, Client Pro Support Resume Examples & Samples

Manages team including performance management and coaching
Works with management to develop and implement strategic plans, initiatives, and direction
Responsible for personal and professional development of key leaders and subordinates

Technical Support Manager Resume Examples & Samples

Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction
Responsible for achieving target customer satisfaction levels within the technical support organization
Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization
Assists in the development and implementation of strategic plans, initiatives, and direction
Works with customers and internal teams to resolve issues
Resolves customer escalations as appropriate

Remote Technical Support Manager Resume Examples & Samples

Day to day operation of high volume call-center
Provide guidance and leadership to team and line leads on floors
Interactions with ANZ local team in all aspect of the operations, business and overall direction
Interaction with Lenovo directly when situation warranted
Exposure on Lenovo PC, Laptop, and Consumer products
Familiarity with IBM systems and processes
MS Windows - 3 years of experiences
CRM/Avaya - 5 years of experiences
Workforce Management - 5 years of experiences
At least 5 years experience in People Management
At least 5 years experience in CallCenter Operation
At least 5 years experience in Communication Skill

Technical Support Manager, Showtime Anytime Resume Examples & Samples

First point of escalation for the Customer Service team on all Showtime Anytime technical and product issues
Own all escalated issues and drive them to resolution
Provide real-time support for Customer Service agents
Monitor issues and the service during high use periods
Work closely with QA to reproduce and troubleshoot escalated issues
Work closely with product to prioritize development need to resolve escalated issues
Represent the interests of the customer and keep issues that are trending in customer service top-of-mind for stakeholders in the Anytime organization
Maintain a complete understanding of the company escalation workflow and involve other teams as necessary to resolve issues
Make sure every issue is tracked and documented and relevant stakeholders are kept up-to-date on status
Work with Customer Service team to develop and maintain a knowledge base of information on issues including workarounds, quick texts, and tried and true problem-solving techniques
Keep the Customer Service team apprised of backend and client release timing, highlighting relevant fixes and features
Help maintain and continually improve the JIRA-based Customer Service Tracking Board
Own and advocate for the Customer Service Admin Tool, gather feedback from the stakeholders on potential improvements and maintain Admin Tool roadmap
Monitor areas where customers leave feedback about Showtime Anytime
1-3 years of experience in some aspect of the digital media industry, preferably video-based experiences and products or equivalent
Experience working with or developing for applications for mobile, tablet, game consoles and other platforms
Excellent relationship-building and interpersonal skills

Technical Support Manager Resume Examples & Samples

Partners with Business to prioritize technology needs and meet commitments. Manage the timely planning, operations, and execution of technology projects and ensure corporate guidelines are properly followed
Supports a culture of operational and service excellence to drive increased efficiency and effectiveness of responsible service line(s). Implement best practice procedures for the on-going management of technology services
Identifies and resolves issues related to the performance of the services and deviations from defined scope of work. Formulate and implement corrective actions
Conducts and leads Customer Care account review meetings. Identifies facilitates and ensures effective communication of all technical queries and problem resolution from the customer to corporate resources. May also be requested to function as a Project Manager rolling out initiatives to ensure customer expectations are met and exceeded
Participates in Root Cause Analysis including incident and problem management activities. Able to clearly articulate and follow up on customer issues or concerns. Ensures suitable levels of service personnel and activity during problem resolution
Bachelor's Degree (Tech) or equivalent required
6+ years of related experience
Strong people management skills; Ability to coach, guide and mentor the team; Ability to energize and excite a team to change and prepare for the future
Proven ability to define and implement process changes
Problem-solving – Ability to be resourceful and “figure things out.”

Technical Support Division Manager Resume Examples & Samples

Establish and maintain relationship with key Division stakeholders (Product Managers, Development Managers, etc.)
Work collaboratively with Technical Support Specialists and KDEs
Operationalization of programs by developing simple and scalable Technical Support processes
Working with the appropriate teams to develop the metrics and reporting for the programs
Work with multiple stakeholders to align process and tools for effective operationalization of programs
Coordinate the development of Supportability review content for assigned Divisions/products
Delivery of Supportability reviews
Development of action plans from the Supportability reviews and follow through for resolution
The nature of this role requires an estimated 20% travel
Excellent oral and written communication skills and the ability to persuasively articulate ideas
Excellent problem solving and negotiating skills
Ability to work in a fast-paced, unstructured, highly-matrixed environment,
Superior skills in critical thinking, influencing, and managing multiple priorities under tight deadlines
A good analytic mind-set and work goal-oriented approach
Willingness to take on initiative and responsibility
Ability to work on multiple projects at a time nevertheless meeting deadlines
A balance between attention to detail and eyes on the big picture

Ipcore Technical Support Manager Resume Examples & Samples

Act as the subject matter expert for Broadband and IP technologies. Interface with the surveillance and provisioning technicians in order to ensure the network is performing as expected. Prime to interface with the Engineering team in introduction of new configurations within the networks
Strong knowledge/experience in TCP/IP networks including (OSPF, BGP, MPLS, QoS, Multicast, Traffic Engineering)
Ability to present and prepare accurate documentation
Knowledge/experience in working in a 7/24 Network Operations environment
University degree in Engineering or Computer Science

Feed Technical Support Manager Resume Examples & Samples

Build technical knowledge and provide support to Business Managers and Branch Managers
Key point of contact for all technical queries either internally from other departments and external customers
Support development through internal technical briefings and joint farm visits
Analysis of market information to identify key trends
Involvement in product innovation across the ruminant feed range
Development and documentation of ruminant production systems
Drives technical communication with customers through webinars, YouTube, Social media and other communication channels
Critical link between the market place and production
Qualified to Master / PhD level with a focus on nutrition
Minimum of 5 years' experience in a technical and commercial environment
Team working / ability to work collaboratively
Enthusiastic / Energetic attitude
Strong technical background in ruminant nutrition
Ability to develop / design farming systems and communicate these internally and externally

Technical Support Manager Resume Examples & Samples

This position is responsible for managing many tasks within a large group or department
The focus of this role is on business and its implication
The potential impact of decisions made by this individual will be mostly operational with some financial
This individual will apply attained experience and knowledge to address issues that are diverse in scope, and resolve problems through short- and mid-term planning
This individual must work effectively with Staff to Vice President level employees and employees within and outside of their department and function
Utilizes people skills and available manager tools to positively impact the development of subordinates within their role and career
This individual must demonstrate favorable results through providing leadership to function and to staff
A minimum of 8 years of experience as an individual contributor and 1 to 5 years as a people manager is required

Technical Support Manager Resume Examples & Samples

Ensuring efficient use of resources to help client's customer and partners to achieve the business target with a stable, productive payment solution and platform
Working with a worldwide Team, analyze and resolve customer escalations which includes conducting research, implementing appropriate fixes, and interfacing with other support departments to ensure the resolution meets expected quality guidelines and ensure customer satisfaction
Help set strategic directions for the Team by understanding the market and future demands in terms of capacity, technical skills, etc
Recommends and implements new or improvements to existing technical support tools, procedures, and processes
Help drive transformations into our L2 Team to help the product to become more client-centric
Contributes to department attainment of organizational objectives and high client satisfaction

Technical Support Manager Resume Examples & Samples

Bachelor’s Degree or equivalent industry experience
Excellent customer communication incident management skills
Experience working with engineers, customers, sales, and support personnel internally to resolve client issues with a sense of urgency and quality results
Experience identifying improvement to technical support processes as well as product enhancements
Expert with configuration of storage products and data center technologies
Experienced with VMware and storage technologies
Strong case documentation and escalations to engineering for resolution
Experience creating scripts that monitor customer systems
Salesforce.com, MS Office, and Excel experience

Technical Support Manager Resume Examples & Samples

This position is responsible for supervising/managing multiple tasks and multiple groups within a function
The potential impact of decisions made by this individual will be mostly operational
This individual will apply attained experience and knowledge to address issues that are moderate in scope, and where analysis of the situation or of data requires a review of relevant factors
This individual must work effectively with Staff to Director level employees mainly within own function, however, will also sometimes work with employees in other functions and outside of direct area of responsibility

Technical Support Manager Resume Examples & Samples

5+ years’ experience as a Technical Support Engineer within healthcare IT
Experience in a leadership role mentoring and leading a team of engineers
Comfortable working under pressure and resolving real-time client issues
Experience interpreting technical situations and troubleshooting software and hardware issues
Knowledge of object-oriented programming languages
Experience with web development technologies such as; Apache, Tomcat, HTML, JavaScript, etc
Comfortable working within a Windows environment with relational databases $
Experience with clinical setting
HL7 experience

SAS Technical Support Manager Resume Examples & Samples

Assist in the hiring and management of staff, including temporary staff, to meet fluctuating customer demands and peak seasonal volume for Lenel, Interlogix, Onity, and Supra business units
Be responsible to lead and develop all team members and be accountable for team performance, including meeting technical support levels commitments
Be responsible to manage department staffing and budget within defined guidelines, including driving department efficiency to mitigate the need for Overtime
Utilize Avaya CMS, Impact 360, NICE, MS Office applications and other appropriate tools to ensure the highest levels of performance and quality that are consistent across the Function
Develop and manage call quality and work order accuracy programs and processes and develop call handling guidelines and scripting in accordance within established standards
Be responsible to consistently apply Corrective Action/Performance Improvement Plans in accordance with company policy
Conduct periodic coaching (in accordance with established standards) and will complete and review annual performance evaluations for all team members
Identify critical problems that require immediate corrective action and will engage the assistance of the Commercial Operations Leader and HR Leader as appropriate
Be responsible for handling customer escalations appropriately and in a timely manner
Conduct department meetings and skip level meetings and work on, participate in root cause analysis, and identify and resolve breakdowns in policies, procedures and processes that impact and/or compromise world-class technical support
Deploy ACE tools and methodology to drive operational efficiency and standardization across the department, irrespective of business units
Create uniformity in Opening and Closing script, Signature lines, Work templates and escalation processes to ensure customers that purchase across various BU’s are having an SAS experience
Lead and communicate on employee engagement actions during team’s operating rhythms
Identify opportunities to do all of the above with less staff, establishing operational and headcount productivity gains where possible
Leverage the synergies created by combining the technical support organizations - this will include defining, creating and delivering a world-class technical service organization, driving operational excellence standards that will leverage our technical excellence and technology to create positive customer experiences
Define, create and deliver data analytics that will provide accurate data and analysis to inform internal decision making on staffing and productivity measures

Manager of Technical Support Resume Examples & Samples

Manage Client Technical Support department, operation, and staff
Conduct and/or manage weekly reviews with Creative Services and Product Development regarding status and priority of cases escalated to their respective departments
Develop and additional procedures to effectively measure client satisfaction
Evaluate internal processes related to the above and implement needed improvements to achieve desired support metrics
Participate in the identification, prioritization and scheduling of all reported code defects
Manage assigned inter-departmental projects
Provide timely reporting and essential information to the Sr. Manager of Client Technical Support
College degree; courses in a technical curriculum required
Two to four years work experience in Customer Support/Service Management or equivalent combination of education and experience
Knowledge of the Internet and web-based programs/products
Experience implementing, training and supporting software (Internet delivery preferred)
Experience interviewing and hiring qualified staff
Ability to develop staff and help them to reach their individual and team potential
Outstanding troubleshooting skills
Proficient in Microsoft office products
Knowledge of modern business communication, including style and format of letters, memoranda, minutes, and reports
Ability to establish priorities, work independently, and proceed with objectives without supervision
Ability to handle and resolve recurring problems
Self-starter. Ability to identify need for and develop processes and materials
Professional appearance and mannerisms to represent Blackboard in accordance with its mission and image
Work Experience in Customer Support Management
Two years related experience or equivalent combination of education and experience

Branch & Head Office Technical Support Manager Resume Examples & Samples

Responsible for functions: Back-Office and Desktop Solutions, Mobile Support and Application Support
Responsible for the QA tests team for Desktop applications
Oversees process for technical issue escalation; prioritizes technical issue resolution; emphasizes proactive awareness of issues
Verifies adherence to control and risk implementations, changes, standards and processes
Provides technical oversight across systems and applications; leverages skills across technology infrastructure area
Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations and other personnel actions. Applies good understanding of concepts and procedures within own infrastructure technology area to resolve issues
Demonstrates a comprehensive understanding of how areas of infrastructure technology collectively integrate to contribute to achieving business goals
Persuades and influences others through strong communication and diplomacy skills; may negotiate with external parties
Develops the Global Support Services Strategy including resource and capability needs, accountability measures while adhering to budget
Manages and monitor customer satisfaction and recommend appropriate strategies, tactics, and operational initiatives to continuously enhance customer satisfaction
Plan, design, lead, and coordinate desktop and back office related activities and provide administrative direction and leadership for daily operational support
Ensures customer satisfaction through day-to-day management of the team & consultants
Minimum Experience

Bluemix Technical Support Manager Resume Examples & Samples

Client Satisfaction
Client Retention & Growth – partners with Sales and Services to help ensure client retention and business growth
Relationship Management - experience with managing customer situations & expectations
Escalation Management - serves as an escalation outlet and ensures critical client issues are addressed with or by the appropriate IBM teams
People Management - managing teams of diverse people and part of culturally diverse team
Best Practices & Technical Health – monitor team’s capabilities and drive actions to help ensure client success
Trusted Adviser - solicit client feedback and provide input to development, product management and stakeholders
Understanding Agile Development is a plus

Assistant Technical Support Manager Resume Examples & Samples

Ensure overall smooth operations of the Technical Support team, in all aspect, to provide post-sale technical support in a 7 * 24 *365 environment
Assist the Manager on managing the team to deliver the highest level of customer support . Daily team management on escalated complaints, preparing schedules, staff performance review and development, hiring and training etc
Train and develop the team member to enhance their technical skill and non-technical side (e.g. communication skill, presentation skill…)
Propose and develop initiatives to maintain high level of operations

IP Technical Support Manager Resume Examples & Samples

Act as SME for particular technology for IS/IT, L1/L3 Support and technology development
Perform role of vendor interface, addressing issues as required and ensuring resolution
Ensure smooth introduction of new products and services through evaluation, testing and documentation
Experience troubleshooting BGP, MPLS, and QoS network troubles

Technical Support Manager Resume Examples & Samples

Interact with peer managers and senior executives (internal and external) and lead a cooperative effort to resolve customer issues or Polycom process issues/improvements
Complete complex projects (customer technical issues or organizational based) that require data analysis
Collaborate with internal groups to ensure senior executive engagement within, service, sales, engineering and product management groups to expedite resolution to customer problems
Assist with the developing of yearly budgets and achieving KPI metrics while staying within approved guidelines
Develop and recommend changes to policies and procedures that affect the Tech Support team
Contribute to developing service offerings that targets increased service revenue
Responsible for growth and development of team, including hiring “high performers” and building effective training plans
Develop individual and strategic goals for teams based on long term growth
Working with worldwide teams to develop common process and practices to insure consistent delivery method
Motivate teams to deliver best in class service offering
Leverage team to embrace customer technical environments and identify key decisions required for customer satisfaction
Maintain CSAT levels defined in program
Presenting monthly ops metrics to senior management
5-8 years’ experience in technology industries
5+ years’ experience with customer service roles and function
Previous experience managing personnel in either a team-lead or supervisor role
Very strong interpersonal and communication skills and the ability to relate in a highly professional manner with customers, management, senior executive and peers under various working conditions
Ability to articulate technical scenarios regardless of audience
Proven track record and ability to mentor and lead technical personnel
Ability to multi-task in a fast paced environment
Experience with Polycom products is desirable but not required
U.S. Citizenship required due to work on U.S. Federal Government contracts

Technical Support Manager Resume Examples & Samples

Service Improvement experience
Strong stakeholder management skills
Experience in staff management

Manager, IP Technical Support Resume Examples & Samples

Provide initial assessment including impacts, hardware/software, and tools requirement for NTI, NPI, CSAP as deemed required by the internal program manager
Attend subsequence NTI/NPI technical meetings/conference calls as required for the duration of the introduction cycle
Act as the Single Point of Contact (SPOC) for the Subject Matter Experts (SME) in the other Level 2 Support team such as OSS, Security, etc
Maintain full communication with the team’s Program Manager in terms of project status, dates, etc. Program Manager track these information and present these information back to the project team as required
Communicate to COVE lab manager with equipment and installation requirement so that cabinet space and power can be pre-arranged
Prepare a Network test plan, partnering with Technology Development, IS/IT, IP engineering, Test Center and L3 Support and as well as working in conjunction with Service Assurance to prepare a Service test plan
Conduct a test plan peer review with affected stakeholders to solicit input and sign-off
Interface with external vendor and the team’s Vendor Manager. He/She will act as a SPOC, and Technical Support Prime for other teams within Bell
Validate and document NTI/NPI/CSAP and the results will be presented to their downstream Support Team for acceptance
Participate in MOP creation and testing, assisting the L1/L3 Support teams
Participate in the creation of a training plan, including Job Aids to be leveraged by our downstream Support teams
Plan, schedule and manage the deployment of Changes to the network, partnering with iNOC
Provide technical coaching and support the iNOC team
Ensure smooth introduction of new products and services through evaluation, testing and documentation. Provide necessary Technical support during Critical outages
Minimum IP certification: CCNP or JNCIS
Computer literate, proficiency with office automation products/tools
Excellent time and resource management skills

Technical Support Manager Resume Examples & Samples

At least 3 years of major call center supervisory experience required
Familiarity with call center computer and telephone equipment, switching/routing platforms, and software required
Experience in managing call center metrics for call center to identify overall performance required
Prior experience leading supervisors preferred
Tier 3 technical support experience supporting cable products and services (e.g. PPV, VOD, Fiber HSD, Telephony) preferred
Experience with staffing, scheduling, skill development, and moral management is preferred
Excellent interpersonal skills are essential to this position; must be able to relate to all levels of management of employees with ease and enthusiasm
Must demonstrate commitment to company goals and be capable of effectively communicating these goals to employees
Ability to sit, stand, walk and bend at the knee and waist

Technical Support Manager, EU / Australia Resume Examples & Samples

Empower your team to provide an excellent service experience to Tesla customers
Inform and assist your manager with headcount needs to scale the team to increasing call volumes and UIO
Promote and uphold the values and culture of Tesla, both internally (with the team) and externally (with our customers)
Drive the team’s success with positive attitude and interaction
Revamp and successfully manage the rotation of the agent’s schedule for 24/7 coverage of multiple language skills while being fair to the agents
Ensure best practice is implemented between various business function such as (Sales, Delivery, Service and HR)
Work closely with worldwide Headquarters in California to ensure all global teams are aligned
Liaise with the various departments to ensure all aspects of a customer concern is noted and vehicle issues are accurately and timely recorded and escalated
Support individuals and the team to exceed company objectives through positive coaching and mentoring
Provide metrics to follow up on team performance, both for management review and to review with the team
Participate in or lead international projects as and when needed
Travel to Tesla HQ in California may be required for short periods (1 week trip)
Inspire individuals and the teams to improve and overachieve
Escalate matters that require senior management concurrence in a timely manner to line management
Work on the continuous improvement of processes and procedures within the team to align with Global goals
Provide weekly reports on Tesla Customer Service satisfaction targets
Perform ad-hoc duties as assigned by line management

Tax Technical Support Manager Resume Examples & Samples

Perform 2nd and 3rd level support for all tax applications, including but not limited to, CCH Axcess Tax, CaseWare, CaseView, GoSystem Tax RS, FAS, PTMS, DueDate and others. This includes performing root cause analysis, handling escalated incidents in a manner consistent with established service level agreements, documenting common resolutions, keeping management apprised of support trends and making recommendations for improvements
Perform application administration activities including managing and assisting with the periodic roll outs of software updates and add-ons, conducting application testing, documenting enhancements, and updating system configurations
Manage and assist in peak season preparations, including annual tax patch releases, testing of year end application updates, and distribution of tax organizers
Participate in monitoring and problem logging and resolution, and contribute to possible process improvements
Maintain awareness and understanding of tax tools used by delivery units
Maintain understanding of how these tools are used to deliver services to clients. Maintain tactical relationships with key vendors and Tax (BU representatives) personnel
Run and create accurate queries of tax applications upon request
Fulfill conversion and new setup requests for various applications including, but not limited to, CaseWare, CCH Axcess Tax, GoSystem RS, FAS and others
Manage (Implement) conversions to Crowe tax software for acquired firms
Manage miscellaneous assigned projects
Takes an analytical approach to resolving application issues
Act as a liaison between internal clients and vendors
Above average written/oral communication and interpersonal skills
Ability to work independently with broad direction and little supervision
Demonstrates understanding of the functions, use and support requirements in several assurance and tax tools
Ability to develop strong business relationships
Demonstrates proficiency in MS Windows/Office and Lotus Notes
Familiarity with report writing software, ie modification of Cognos Query Studio for some of the PPT / FAS software reports
Demonstrates skills in technical writing, training and making group presentations
Maintains high level of productivity
Demonstrates openness to new challenges and opportunities
Experience in auditing or tax preparation and support for accounting and tax applications
Understands and facilitates Organizational Change
Flexibility to work additional hours when required (e.g.…tax busy season)
Identify and understand eFile diagnostic codes as they relate to tax filings
BS degree in Accounting or MIS-related field
Ability to work remotely effectively across a geographically dispersed team
Estimated Travel – potential of two or three overnights per month

Manager, Technical Application & Support Resume Examples & Samples

Manage day-to-day activities associated with the ongoing operations of the business critical applications
Oversee system administration, monitoring, troubleshooting and remediation of the issues
Understand the service offered by solutions, including recurring business critical processes
Provide Support and insure stability of the platform
Analyze and define end-user issues, provide recommendations for tactical resolutions and long-term improvements; Evaluate the feasibility of improving performance and user experience
Maintain and prioritize the back-log of the defect fixes and enhancements; May lead a small technical team for the purposes of minor application development using Agile
Seven years of experience as a primary technical development lead on medium to large size application development projects
Bachelor's Degree from an accredited college or university
Deep functional and technical knowledge of Apptio configuration and development including Cost Transparency, IT Planning, IT Benchmarking, Bill of IT, Data, Modeling, Analytics, and the Apptio TBM Unfied Model (ATUM)
Knowledge of company IT services and financial management processes & accounting practices (budgeting, cost allocations, P&L, capital & operating expense handling)
Understanding of company IT infrastructure domains including data centers, network/ communications, server utilization, virtual environments, storage and application development & maintenance; Skilled at completing technical design
Strong verbal/written communication, with ability to effectively interact with individuals at all levels of responsibility and authority; Must be able to prioritize, delegate and foster the development of high performance teams to lead/support an environment driven by customer service and team work; Strong trouble-shooting and organizational skills and ability to work on multiple projects simultaneously; Ability to participate in resource planning processes based on defined organizational plans

Technical Support Manager Resume Examples & Samples

Primary responsibilities: Engineering and process support, process recipe development, trouble-shooting material and process performance, support for product qualifications, execution and reporting on corrective actions
Develops and maintains effective applications support for Honeywell’s sputtering targets materials including technology requirements, quality and performance issues, and process integration knowledge
Leads field engineering support efforts for all targets products for the region. Owns technical support deliverables and ensures customer responsiveness on product applications issues
Work closely and communicate with the engineering and manufacturing departments at leading semiconductor companies. Develops and maintains relationships with key engineers and managers
Work “hands-on” with customer engineering and manufacturing departments on BKM and POR material handling, process and equipment settings in the fab
Identifies, coordinates, and assesses technical performance and risks. Understands competing technologies and processes
Responsible for staying current on key technology trends, new technologies, and competitor data
Works with development team and Program Managers to develop technology roadmaps with customers and competitive intelligence supporting the business
Provides technical assistance on a regional basis when needed, including technical presentations, and coordinates engineering support (both on-site and remote)
Manages respective OEM activities as required
Work closely with Sales, Program Managers, and Operations to ensure deadlines are met, and that deliverables and corrective actions are closed in a timely manner
Bachelors Degree (Master’s degree preferred) in Materials Science, Electrical Engineering, Chemical Engineering, Chemistry, or related field
> 5 years of experience in semiconductor industry in major semiconductor manufacturers, OEMs (equipment), and material suppliers
> 3 years of technical experience in metal deposition with a strong knowledge on PVD technology
Strong track records of a team player
Fluent in written and spoken English & Korean

Technical Support Manager Resume Examples & Samples

Must have experience working in a Technical Support management / escalation management role, preferably in an Enterprise software environment
Experience working in a very strong Customer focused role
Display a strong sense of urgency and attention to detail
Excellent leadership and relationship management skills with the ability to build a "one team" mentality
Excellent interpersonal skills including listening, building rapport and an awareness on both internal and external influencing issues
Strong data-handling skills - Excel, Word, PowerPoint expert
Ability to drive escalations through defined processes to successful resolution
Excellent trouble-shooting and analytical skills
Strong Multi-tasking skills
Demonstrable experience in influencing people across functional boundaries
Demonstrable effectiveness working within a Global operation
Good team leading and people management skills

Technical Support Manager Resume Examples & Samples

Managing the activities of a skilled network engineers (Customer Support Engineers) team with responsibility for results in terms of customer service satisfaction. Team size: 10-20 engineers
Building high performance teams and develops people, creating a shared vision
Participating in cross-functional projects involving Cisco's product or service offerings
Identifying and works on issues that affect worldwide TAC (Technical Assistance Center) teams
The manager handles escalations and assumes ownership for the end-to-end customer experience
Serving in a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements
Reports to a senior manager in the TAC
Prior experience of managing people
Demonstrated experience in leading teams of direct reports and resolving conflicts effectively
Experience of improving productivity and efficiency in processes. Demonstrates strategic and tactical skills in the area of operational excellence
Technical engineering background is not needed, but it can help (advantageous)

Manager, Global Technical Support Resume Examples & Samples

Skilled in leading and motivating talented support engineers
Project management experience or background, with experience in managing multiple projects and priorities
Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills
Must be motivated by challenges and be able to offer multiple solutions for a problem
Proven track record of identifying and developing innovative enhancements to Support process and methodology
Able to develop individual and team objectives to contribute positively to organizational goals and direction
Proven ability to formulate and coordinate solutions to issues in cooperation with multiple functional areas
Proven ability to work in a fast-paced environment and use judgment in handling customer calls and providing technical assistance
Ability to effectively present complex technical material that is tailored to the target audience at large venues
Ability to effectively present tailored materials to executive level management
Practices effective and appropriate communication skills, providing valuable feedback and constructive criticism when needed
Knowledge of call center processes and terminology
Exhibits empathy and consideration for all ideas and suggestions provided by peers and subordinates alike, and provides opportunities for open discussion and evaluation of those ideas

Technical Support Manager Resume Examples & Samples

Cultivates C-level client and supporting relationships to develop insights into market needs, client pain points, and client buying behavior to create and deliver value propositions that respond to the client's value drivers
Creates win-win situations through flexibility and by making tradeoffs
Provides thought leadership
Understands the client's business, including their organization, financial decision-making process and business challenges in order to deliver client value
Accountable for the sales organization's performance to meet business and client commitments and promote long-term client relationships
Enhances performance and sales productivity by optimizing territories and routes to market, utilizing account planning, etc
Utilizes the Technical Support organizations' (pre-sales, post-sales, etc.) capabilities to drive business performance to ensure client satisfaction
Leverages cross-IBM solutions, client, industry, and marketplace knowledge to drive a growth strategy that creates for the client a consistent perspective
Collaborates with executive team, business partners, and Brands to execute strategy
At least 4 years experience in Sales or applicable experience
At least 2 years experience in People Management
At least 1 year experience in Maintenance and Software Support Services Sales
At least 1 year experience working with other IT vendors, channel partnering is a plus
At least 1 year experience working with Linux or other Original Equipment Manufacturer (OEM) skills

Technical Support Manager Resume Examples & Samples

Ensure resources are in place to provide support coverage for 12 hours each week day and during bank holidays (via email, phone and webchat)
Identify skills and knowledge gaps in the team and establish training plans to close these
Be the main point of escalation to resolve customer or distributor queries and complaints across a global network
Monitor trends to identify training needs for their channel partners and establish visit priorities based on technical and commercial needs
Conduct Voice of the Customer (VOC) with both direct customers and distributors to understand their support needs and change processes to meet changing requirements
Co-ordinate the cross functional response to major field issues
Lead regular technical conference calls with key channel partners
Manage the technical on-boarding process for new distributors
Support NPD projects at the company - offering the 'voice of the field engineer' to deliver products that meet the needs of their service organisation
Ensure department KPIs and objectives are met in regards to case close-out (response time) and quality of answer (first time fix)
Strong experience of Team management and development including PDR reviews, development planning, compliance
Demonstrable experience of technical or customer support within a fast moving, direct or distributor based business
The ability to work under pressure whilst managing multiple activities simultaneously
Able to prioritise when faced with conflicting demands with the confidence to make decisions that ensure the best for internal and external customers
Experience of working within a process driven manufacturing environment that supplies technical products, solutions or services through a global distributor network

Technical Support Manager Resume Examples & Samples

Responsible for management of level 1 technical support team for ILPS product line
Responsible for execution of strategic initiatives and operational projects
Responsible for all aspects of the team operation including development and maintenance of department process guidelines
Analyze and monitor interaction trends and other operating metrics to improve customer satisfaction
Manage the development of short-term and long-range plans for technology investments to ensure the efficient provision of services and the most effective use of funds
Provide all levels of 7x24 technical support and on-call assistance through telephone, email and onsite troubleshooting
Participate in an on-call rotation and assist others who are on call
Interface with field support engineers, manufacturing/operations, engineering, product management & sales
Monitor activities to ensure the integrity of the systems
Identify areas of opportunity for process improvement, efficiency gains, and increased customer satisfaction
Present Department metrics/action plans to share information with Management and other Organizations
Collaborate with key work partners and product teams to assure that common processes are effective and coordinate support for new products and services
Challenge employees to broaden their knowledge and skill-sets while focusing on continued self-improvement
Conduct Performance Management and Dialogue sessions with Direct Reports
Provide direct leadership, counseling, and coaching of employees
Administer disciplinary action (when appropriate) in accordance with Motorola Human Resource policy
Previous experience in Technical Support
3+ years experience in Public Safety
Associates Degree is preferred (Computer Information Systems or other related discipline)
Previous experience supporting mission critical software applications is a plus
Promote/Manage the growth and development of technical support engineers
Review and influence the SPSS products and documentation for usability and serviceability
Troubleshoot and reproduce customer reported problems in the SPSS lab
Develop and conduct informal training to internal employees and customers
Strong and demonstrated troubleshooting skills and abilities to debug and reproduce hardware, software, and networking problems including network performance and interoperability issues
Highly organized strong oral and written communication skills
Proven ability to multitask several projects concurrently
Demonstrated achievement in being highly motivated, self-directed, organized; able to develop, demonstrate and stick to customer action plans
Experience working in a fast paced, mission critical environment
Excellent verbal and written communication skills required. Formal presentation skills a PLUS
Strong analytical/problem solving skills required. Demonstrated success in process improvement
Experience supporting Microsoft technologies in a mission critical environment a PLUS
Value-based decision making and intuitive thinking skills are essential
Proven ability in strategic thinking and planning in high stress environments
Experience in quality or cycle time improvement efforts
Commitment to customer service excellence
Experience leading people and building cohesive teams is a critical business need
ITIL certification a PLUS
Previous experience in Technical Support. 3+ years experience in Public Safety. Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contractWant to create a job search agent? Send this job to a friend

Engineering Technical Support Manager Resume Examples & Samples

Bachelor’s degree or a diploma of technical specialization like Engineering/Pharmacy
At least 8 years of relevant work experience
Hands-on experience in establishment and maintenance of Cleaning programs in GMP facilities is essential
Ability to lead teams including external contractors

Technical Support Manager Resume Examples & Samples

Network, telephone, and data communications
Computer hardware, servers, back-up devices, peripherals and operations software
Microsoft-based office product suite
Local area network
Electrical supplies and battery backups
Air conditioning and fire suppression infrastructure
Server room and telco room security and access control
Disaster Recovery equipment and processes
Remote workstation and workstation application configuration and deployment
Occasional after hours support for cut overs and critical system support
Frequent travel required
Eight years of experience managing technology support teams
Bachelor degree in engineering, information technology, or related discipline (significant work experience may be considered in lieu of degree)
Expert with typical remote office technologies (DNS, DHCP, Windows, Backups, Citrix, Office, IM, Cellular)
Expert in helpdesk best practices
Expert at diagnostic and problem resolution
General expertise with enterprise helpdesk systems; Remedyforce experience a plus
Highly organized and able to manage geographically diverse teams
Highly creative and innovative technologist that thrives in a team environment
Excellent verbal communications and written documentation skills are required

Technical Support Manager Resume Examples & Samples

Technology, Business related degree or equivalent professional qualifications
Education in technical field, and or industry certifications are advantageous
Supporting and helping to execute the overall strategy for the Technical Support Team
Monitoring and ensuring customers receive best-in-class enterprise technical support
Provide engineers with the support and tools needed to provide an excellent service with a customer centric approach
Handling escalated cases from Customers, Engineers, Technical Leads and Sales
Hiring the right talent for the team during the recruitment process and ensuring suitable induction and on boarding for all new hires, minimising new hire ramp-up time
Managing team and engineers' performance in relation to targets and taking corrective measures as required
Ensuring professional development of employees based on individual and business needs
Increasing and sustaining required levels of employee engagement to meet business targets
Creating effective and realistic schedules and ensuring adherence to same
Develop relationship with other Technical Support Departments and ensure strong collaboration with Business Units and other functions within the company
To act as a professional and credible member of the Technical Support Management team and maintain strong collaboration with peers
Preferably 2 years proven effective management experience within a technical customer support environment
Minimum of 5-6 years proven experience gained in a customer support background
Experience in working in a cross-cultural environment
Strong proven People Management skills
Excellent interpersonal and communication skills, both written and verbal
Effective communicator with a positive and confident attitude
A strong team player with a flexible approach
Strong business awareness and familiarity with partner business and support models
Fluency in written and spoken English is essential
Accustomed to functioning in a high pressured environment, working to tight deadlines
Awareness of commercial aspects of role
Demonstrating at all times ownership, engagement and proactivity
Ability to prioritize both internal and customer-facing tasks & show awareness of impact to customer business processes

Technical Support Manager Resume Examples & Samples

You identify prospects at polymer producers and auto suppliers /OEMs
You demonstrate the features and benefits of Cabot’s products, gain technical approvals and support the sale of these products at our customers, distributors and specifiers of masterbatches and conductive products by visiting potential customers and attending industry conferences
You understand customer requirements and align with Cabot capabilities in terms of quality and environment standards, product properties to ensure supplier qualification
You work closely with the Development, Production, Sales and Marketing Teams and are a key contributor to new product development, plans and strategies
You follow the trials of products at Cabot and at customers; advice on best ways to optimize performance of our products

Technical Support Manager Resume Examples & Samples

Exercises judgment on service call handling and deployment. Requests support when service call backlog exists. This will be accomplished via communications with service center and service management
Installs instrumentation sold by bioMérieux and assists customers in basic methods of operation, maintenance and instrument repair procedures, while gaining systems and applications knowledge
Diagnosis and repair instrument malfunctions to the board level and ensures that instruments operate optimally in all performance areas
Maintains accurate preventive maintenance schedules and ensures timely completion of all scheduled maintenance within area of geographic responsibility. During preventive maintenance responsibilities include
Probing customer for instrument or test related problems and recommends a course of corrective action
Performance of remedial/refresher training in basic operation and maintenance of instrumentation
Ensures a credible, professional service image is established
Promote the need and benefit of customer service agreements
Provides necessary follow-up on service agreement purchase to ensure achievement of departmental revenue objectives
Is responsible for care, maintenance and safeguarding of all company issued property, i.e., car, test equipment, tools and spare parts
Adhere to all Standards of Performance and meets all documented MBOs
Associate Degree or technical school equivalent in Electronic Technology, Computer Science g. -Must be proficient in computer operation and basic computer repair
Software operating systems experience helpful
Must be proficient in Windows and MS Office, with knowledge of host/remote communications and network systems preferred. -Requires ability to work on mechanical, electrical and vacuum systems
Requires experience in troubleshooting skills, ability to travel with daily notice, experienced in resolving customer problems and providing a high level of customer satisfaction
Must have and maintain a valid drivers license

Technical Support Manager Resume Examples & Samples

Understanding of server hardware as related to team development and training requirements
Advanced understanding of Queue metrics (Service Time, Applied Time, Parts Per Dispatch, First Time Fix.)
Excellent leadership and mentoring abilities

Technical Support Manager Resume Examples & Samples

Work closely and effectively with internal Dell Delivery Units (in region, offshore etc.) and the Dell Account teams to achieve a high level of Customer Satisfaction
Act as a Point of Escalation for issues and risks arising
Achieve and exceed the internal Dell operational and ‘as sold’ financial targets for the portfolio of contracts

Technical Support Manager Resume Examples & Samples

Service Time
DailyWeekly: Proactively work with direct reports in improving areas of concern
DailyWeekly: Manage escalations within the group
Metrics
Self and Career Development
As Required: Develop and manage projects that increase the efficiencies of your Department
Understanding of server hardware and storage hardware as related to team development and training requirements

Technical Support Manager Resume Examples & Samples

Strong problem solving, customer relations & people managing skills
Good analytical skill
Good reporting and documentation skills
Degree in Computer Science /IT related discipline with a minimum of 4 years related working experience in program management and driving metrics

Policy & Technical Support Unit Manager Resume Examples & Samples

Lead, plan, implement and manage cleanup projects
Develop project work scope, schedule, budget and priorities
Experience successfully developing and managing grants
Evaluate progress and prepare and present project reports
Direct and supervise project teams and team members engaged in environmental activities
Schedule workloads and assign tasks
Evaluate team member performance
Working knowledge of the Model Toxics Control Act Cleanup Regulation, Chapter 173-340 WAC, and the Sediment Management Standards, Chapter 173-204 WAC
Familiarity with site assessment and cleanup techniques, aquatic toxicology, marine ecology, sediment chemistry and biology, related testing protocols, remediation technologies and regulatory programs
Strong negotiation and facilitation skills

Technical Support Administration Manager Co-op Resume Examples & Samples

Excellent organizational skills, problem solving, and familiarity with MS Office tools
Knowledge of SharePoint. MS Office
Must be pursuing a Bachelors degree or higher in Business Administration and Project Management from an accredited college/university
Must have at least a 3.0 GPA
Able to work from the Naperville office

Technical Support Manager Resume Examples & Samples

Lead efforts to ensure reliable, quality, delivery of EHM services for current and new customers
Provide technical support for the ADEMTM application and associated engine operational data required to sustain the operation
Support internal business tools and processes ensuring data availability, accuracy, and timeliness
Support new engine program development aligned with customer and P&W Program requirements
Coordinate efforts with Engineering, Customers, Airframe OEMS, and others to mature processes, flight data reports, and customer data delivery
Support reporting requirements including dashboard development and sustainment
Coordinate with the Customer Training Center, the Global Operations Center and others to ensure external content and operational support processes are maintained along with the changes of the business
Support the development and implementation of standard work associated with the services
Identify opportunities to further leverage established or new Global Work Share resources for long term support and anticipated growth of the services
7+ years experience

Senior Technical Support Manager Resume Examples & Samples

Provides leadership and direction for technical support teams
Establishes and maintains escalation procedures to ensure timely and accurate resolution of customer issues
Proactively takes control and manages highly escalated customer issues to resolution
Tracks and drives improvement on departmental Key Performance Indicators (KPIs)
Performs root-cause analysis on KPI underperformance. Develops and implements both short-term and long-term countermeasures, to improve performance both immediately and systematically for the future
Regularly evaluates talent, develops succession plans, and takes organizational actions to ensure the development of individual associates and external hiring of critical talent needs
Frequently interacts with subordinates and/or peer group managers involving matters between departments or functional areas. Often leads a cooperative effort among members of a project team
Attends Dental Shows, and visit customer and dealer locations as needed to gather customer experience insights
Up to 25% travel required to remote teams

Technical Support Manager Resume Examples & Samples

Lead and co-ordinate field support team and activities
Identify key personnel and develop technical field support teams in SEA frontlines
Set appropriate KPI to field support team and team members
Report KPI on a monthly basis to responsible management
Ensure quick response and corrective action time of technical inquires and training requests
SAP, CRM, KONE products
KONE Engineering standards, procedures, systems and tools
KONE document management systems and pricing tools
KONE Code of Conduct
KONE people related policies, processes, tools and systems

QC Technical Support Analytical Method Lifecycle Mgmt Manager Resume Examples & Samples

Coach and develop team members
Support and lead oversight of analytical method lifecycle during clinical and commercial stages from initial delivery through routine use, replacement and obsolescence
Defines analytical support requirements (URS, etc) method validation strategy, method performance monitoring process, implementation strategy
Oversees and executes method performance monitoring program (performance dashboards, trending etc), oversee and support method investigation, troubleshooting, remediation as required
Perform method verification during compendia revision, ensure analytical methods are compliant to relevant compendia
Lead and support investigation of laboratory exceptions and support manufacturing investigations in timely manner - Performs complex multi-site investigations and problem solving using DMAIC
Serving as a lead for technical aspects of QC areas related to analytical method lifecycle and material specifications
Ownership of some core QC processes
Act as a link between analytical development and the QC labs – transfer methods from analytical development into QC labs
Oversee centralized ownership of analytical methods through centralized control and distribution of harmonized procedures
Serve as technical SME for responsible programs during agency inspections
Building/sustaining collaborative relationships within Global QC, internal partners (SC, QA, PD, etc) and external partners (CTLs, etc)
Conducts work in compliance with cGMPs, safety and regulatory requirements
Authoring/reviewing submissions as required

Technical Market Support Manager Resume Examples & Samples

Train the trainer in new products to be launched (and where necessary customers and importers), and provide feedback on new product performance and recommendations to product managers and front end evaluation team
Work with territory teams and major customers to identify new product ideas. Develop specifications and champion ideas into the development process
Audit general product performance in the markets to ensure products and systems are performing as expected and are fully supporting sales. Where required develop corrective measures, revise training materials and feedback problems/solutions/best practice to Product Managers and market teams
Develop and maintain a good understanding of competitive performance in the markets
Lead and/or provide support to regional benchmarking activities in order to develop and maintain a good understanding of competitor’s ranges and performance against PPG Group Products
Maintain technical integrity of all Technical Documentation to ensure that technical recommendations and information remains up to date
Active involvement in In-House Trials and Field Trials for new product launches to ensure successful launches
Provide new product training to ensure a high level of understanding of how to maximize the success of new launches
Produce regular reports on regional product performance
A minimum of 5 years practical refinish customer facing experience or 5 years Central Technical Service and able to quickly develop a high level of practical credibility with lead country trainers and technicians
Strong product application and repair process skills together with expert practical knowledge of the PPG Group product ranges
Experienced in the delivery of refinish technical training in a multi-national environment is highly desirable
Ability to work to and demonstrate the highest standards of technical training
Strong people and communication skills with both internal staff and customers
Working environment – Approx. 40% travel
Fluent English. Ability to communicate in a second European language would be an advantage

Technical Support Manager Resume Examples & Samples

Comply with and stays abreast of all policies and procedures, federal and state laws applicable to the job
Plan, conduct and coordinate the support of company’s electronic office systems, including workstations, servers, electronic mail, on-line and internet resources, local area networks (LAN) and wide area networks (WAN), workstation configurations, printer configurations, hardware (order/repair/replacement), UPS devices at Business Financial Centers, mobile device ordering, provisioning, and standard software products using Technical Support Associate resources
Develop and monitor policies and standards for customer service levels
Develop metrics to assess customer service levels and analyze metrics periodically to identify areas for improvement; make recommendations to improve customer service levels and implement when approved
Train Technical Support associates in delivering support to meet or exceed defined service levels
Train and support bank associates in the use of supported applications and services
Monitor, maintain and provide management reporting for customer service levels
Monitor and manage support incident tracking systems
Monitor for after-hours emergency or critical tickets; track and document outstanding technical issues to ensure timely resolution
Install, deploy and troubleshoot end user software and hardware issues
Assist Technical Support in providing support and escalating resolution, when necessary
Provides, presents, and promotes The Citizens Experience to all external and internal customers
Conduct certifications

Global Technical Support Manager Resume Examples & Samples

Managing the Melbourne and Newcastle upon Tyne technical support teams to efficiently resolve technical and applications issues on a system level (instrument, software, reagent) raised by customers and stakeholders. Provide technical support to the QA/RA team for the compliant process
Developing the associates in the technical and application support teams to ensure skills, capability and succession planning align with business needs
Ensuring compliance to in-house tools (QUEST, SAP, and Test Track), regulatory standards, and company policies
Ensuring achievement of key metrics: group budget, staff performance and customer satisfaction
Managing Melbourne spares solutions to support products in the field
Driving a continuous improvement focus in system reliability and warranty costs
Operating as an integral and effective member of the Melbourne Site Management Team
Recruiting; selecting and managing team performance and development
Work with the Selling Unit’s and/ overseas service and support team to develop, maintain and rollout Service and Application training material/programs
Manage CAPA’s related to the technical and applications field issues and support activities
Create and promote a DBS Culture
Facilitate management of Field escalations
Be an active member of the Global Service Management Team – representing Melbourne BU
Facilitate Global Support resource to ensure Design for Supportability for Product Development projects
Advanced project administration and management skills
Superior problem diagnosis and solving skills
Excellent leadership, interpersonal and people management skills
Sound judgement with ability to balance big picture thinking and appropriate attention to details, with a risk management focus
Excellent communication skills, verbal and written
Accredited professional scientific or engineering qualification
Excellent and innate engineering and scientific aptitude
Positive, energetic and self-motivated
Advanced computer and technical software skills
Responsive and quick thinking with superior problem diagnosis and solving skills
Previous knowledge or experience in medical equipment
Previous experience with FDA and/or ISO standards
Histology or scientific Background
Previous Support experience

Technical Support Manager Resume Examples & Samples

Manage a high-performing technical support department consisting of geographically distributed managers and team members
Develop clear strategies, goals, and tactics to improve efficiency and provide an exceptional level of customer support
Determine financial targets, budgets, and business plans to exceed defined goals
Instill a customer service culture that drives a high level of both employee and customer satisfaction
Monitor key metrics and proactively manage team performance while delivering reports and project updates to senior management
Implement comprehensive training plans to increase team skill sets including coaching and mentoring programs
Act as point of escalation. Interface directly with both customers and internal departments to advocate on behalf of customer needs
Work closely with other departments (eg. Product, development, sales, consulting) to provide feedback, develop processes, and ensure a great customer experience

Technical Support Manager Resume Examples & Samples

The ideal candidate demonstrates superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team
Supervises the activities of a skilled engineers (Customer Support Engineers) team with responsibility for results in terms of customer satisfaction
Reports to Senior Manager and interfaces as required with Managers, Directors, and VPs within the worldwide organizations

Manager of Technical Support Resume Examples & Samples

Direct management responsibilities for all the designated resources, team objectives and drive performance results
Setting quarterly individual goals and providing on-going performance feedback as well as formal performance appraisals
Evaluate measurement criteria to evaluate trends in organizational performance, including: customer satisfaction, operating efficiency, and product quality
Maintain ownership over one or more global programs for the Support leadership team
Requires 4-year degree, and minimum of 5 years of experience in a fast-paced, enterprise level, mission critical software support environment; or equivalent industry experience
Core skills/competencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Business Acumen, and Technical Aptitude
Act as a role model to others: sets an example of integrity, ethical behavior and professionalism
Demonstrated experience in one or more of the following additional areas a plus: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP); Email deliverability

Senior Technical Support Manager Resume Examples & Samples

Technical and charismatic leader with experience to lead and nurture a strong back-end technical support team with focus on stability, agility and transparency to the business
Drive cross-team collaboration, implementation, process and efficiency to ensure appropriate business response is met during training and sales cycles
Provide Sr. Technical Leadership and decision making to the team and act as technical liaison across support and operation functions
Establish, co-engineer and maintain technical infrastructure supporting direct and indirect revenue
Drive revenue oriented thinking in the team to ensure appropriate level of accountability and technical ownership is provided to the stakeholders
Accountable for technical problem solving within the team
Represent and drive solution engineering/implementation in a way that will allow RTO function to be flexible/agile yet efficient and simply during daily operations
Proactive identification of areas that require improvement in areas of scaling, performance, efficiency and reporting for Success Factors’ service
Work closely with RTO counterparts to drive efficient automation, testing which will allow smooth change rollouts yet not complicate daily operations
Generate reports that show value and impact of technical operations
Bachelors or Masters Degree in Computer Science or a related technical field – or equivalent applied experience
10+ years in technical support, operations
2+ years in engineering and architecture
Direct experience in implementation and management of enterprise level platforms and cloud solutions on a large scale.(vmware/openstack/azure etc..)
Familiarity with SaaS or Software Cloud architecture
Experience in interviewing, coaching and leading technical talent
Fluent, highly proficient in communicating to customers and external audiences
Understanding of infrastructure and networking methodologies and practices
Experience driving implementation solutions on enterprise level scale involving everything from physical later to application layer

Senior Manager, AWS Technical Support Resume Examples & Samples

Ability to influence the business both locally and on a global stage
Robust knowledge of the AWS platform and public cloud industry – to the extent where you can design build and run a world class managed services offering
Experience in building technical teams and scaling them to service thousands of customers
Passionate management and coaching of the frontline staff and managers
Creating a work environment and atmosphere that engages and delights both Rackers and customers
Effective adaptation of working in line with corporate objectives and fast changing customer situations and priorities
Proficient at making business cases for change and / or investment
Set and execute in-region technical support strategy for Fanatical Support for AWS
Align with the Global AWS Support function and influence leadership with key decisions
Act as a conduit for the wider International Technical Support business
Recruit, manage and develop exceptional talent into the team
Build and maintain a system for creating world class experts on the AWS platform
Design and implement operating models that enable the AWS support function to scale in a hyper growth climate
Manage and improve key performance indicators that cater for customer satisfaction, execution quality, responsiveness and rigour
Take ownership of driving complex client escalations through to conclusion with high degree of client satisfaction
Working directly with finance to secure and agree departmental budgets, with successful management of budget performance (travel, training, expenses, tools and headcount)
Customer satisfaction measured through NPS, targets set quarterly
Attainment of SLA commitments to customers, targets set quarterly
Customer growth measured as materialized net revenue, targets set monthly
Management of department efficiency, reporting and management of the cost to serve

Senior Technical Support Manager Resume Examples & Samples

General management of a number of VMware’s existing technical support teams, including hiring, management, and professional development of support engineering staff
Innovate, Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management, and telephony
Work with VMware’s sales teams to establish requirements for enhancement of existing support programs and/or establishment of new ones
Establishes and implements short- and long-range organisational goals, objectives, strategic plans, policies, and operating procedures
Monitor and evaluate programmatic and operational effectiveness, and effects changes required for improvement

Technical Support Manager Resume Examples & Samples

Interface with the field, sales and service organizations and directly with the NSX customer base on critical escalations and call resolution
Manage and develop the NSX 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 for NSX, including workflow and incident management

Technical Support Manager Resume Examples & Samples

Provides leadership and direction to the ATS and TOC supervisors and teams; coaching,
The Enterprise Technical Operations Standard Support Model contains additional duties and
Must have knowledge of and be proficient in the use of software applications such as
Five years of supervisory or management experience in telecommunications-related
Must be able to communicate professionally, effectively, and courteously with customers
Must be able to sit for long periods of time in a typical office environment for the entire

Technical Support Manager Resume Examples & Samples

Provide technical support to Jasper Customers world-wide for Jasper products
Identify, diagnose, analyze SaaS software bugs, connectivity issues, network configuration, API and file transfer issues
Maintain and document customer interactions in our case tracking tool
Be an effective advocate for the customer and provide a superior customer experience
Document procedures, processes and identify frequently asked questions
Communicate and collaborate with cross functional teams to debug and analyze technical issues encountered to ensure the Customer’s complete satisfaction
Publish and distribute service bulletins and other notices as required
Must be willing to staff an on-call shift on a rotational basis

Senior Technical Support Manager Resume Examples & Samples

Identifying, analyzing, gathering data, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task
Assembling the escalation management team which includes the incident owner, problem owner, and other professionals in the specified area of expertise (a cross-functional team)
Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process
Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly
Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises
Formulating a resolution plan and coordinating the implementation of the plan
Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly
Working effectively with Third Party Partners (Cisco and others) to remediate escalated issues that involve their products as part of the Itron Solution
Experience troubleshooting telecom products
Experience troubleshooting databases
Meeting service level agreements
Exceeding Initial Response (IR)
Team management. Cross department teams – Delivery, Engineering, Customer
Has proven track record in escalation management with defined operational procedures for increasing the efficiency of task accomplishment
Capable of achieving results which depend on international collaboration

Field Technical Support Manager Resume Examples & Samples

Provides support to field IT ATS(s), branch sales and operations
Functions as the main point of contact for I2S Low Voltage and IT Infrastructure support, to include project qualification, project tracking, sales strategy support, partner engagement and operations support
Holds Industry certifications necessary to support field projects and partner contractual relationship requirements
Supports all I2S and BT Digitization projects: sales, deployment, service
Leads the most complex planning and design of business processes and systems
Leads the development of recommendations for most complex changes to improve and support business activities
May facilitate the most complex business case development (planning and initiation, responding to budget/plan changes, lead ad hoc planning requests and evaluations
Independently performs leading-edge areas of work for the professional field
Preempts potential problems and provides effective solutions in reaction to application of concepts, techniques, knowledge, or processes
BS/BA in Information Technology or a similar degree
BICSI RCDD and RTPM certification preferred
Other IT and Infrastructure certifications such as CCNA are desired
10+ years experience in selling and deploying ELV and IT Infrastructure on construction and retrofit projects
Demonstrates extensive knowledge in field of specialization or multiple disciplines to the

Technical Support Manager Resume Examples & Samples

Always support Trimble and its products at all times
Maintain a professional attitude at all times but especially when interacting with customers
Always remember our responsibilities and accountability to customers
Be proactive at all times
Abide by the Trimble Solutions Rule Book at all times
Take full responsibility for the performance of the Customer Services Team
Allocate team members dependent on case load, training requirements, software testing and consultancy
The scheduling of basic and advanced training courses and management of their content
Strive to deliver excellent customer satisfaction (measured by annual Customer Satisfaction Survey score, helpdesk resolution/response times, maintenance contract churn rates)
Responsible for the management of the Receptionist Team
In conjunction with the Marketing Team, responsibility of the content and creation of training collateral
With the Pre-Sales Team, localisation of the products for the UK market
Full use of CRM and all data entry into CRM
Ensuring the knowledge of the Services Team is up to date and experts with the latest software versions, always encouraging their use with the customer
Responsible for ensuring that the Customer Services Team are knowledgeable on the requirements of the different business segments, industry trends and new innovations
Monthly reporting to Business Area Director on team performance, case load, scheduled training
Monthly reporting to the Sales Team on challenging customers, availability of training courses, off maintenance support requests
With the Marketing Team, responsible for the content of Customer Events
With the Marketing Team, responsible for the creation of online content such as webinars, hints and tips, how-to videos, blogs
Represent Trimble at industry events
Site visits to customers
Taking an active interest as a team member in all team responsibilities
Provide input, advice and feedback to headquarters, attend global meetings as required, liaise with Global Helpdesk team and the Business Services Director
Liaise with all other teams, individuals within Trimble to gain maximum benefit throughout the organization
Ensure you represent Trimble at all times, on the phone, by email, in person
Any other tasks as defined by the Business Area Director

Manager, Focused Technical Support Resume Examples & Samples

Typically requires a university degree or equivalent experience in a similar role
Commercial and contractual understanding
ITIL v3 Foundation and Service Operations is highly desirable
Relevant industry vertical experience is highly desirable

Regional Onsite Technical Support Manager Resume Examples & Samples

Solid understanding of the IT Service Management concepts such as SLA, OLA, ITIL
Excellent knowledge & experience on MS Excel – analysis and reporting – with the use of formulas, functions etc
Open to work in flexible shifts with a 2 hour start and end time frame
Demonstrated deep content knowledge in individual functional area
Experience performing work to achieve objectives with minimal guidance
Experience identifying and prioritizing issues and developing alternative solutions pertaining to individual functional area

Regional VRF Field Technical Support Manager Resume Examples & Samples

Assists in developing annual department budget and endures to deliver all milestones within agreed budget and time
Provides operational leadership of regional VRF organization in terms of after sales support/field tech support
Provides in person after-sales support and troubleshooting to branches, applied representatives, distributors, contractors, and end users
Delivers call center support as necessary to fulfill customer needs
Oversees local startup and commissioning activities
Facilitates with technical engineers to provide technical support
3+ year HVAC or industrial experience required. Would like to see 5 plus years in industry with supervisory experience
2+ years direct VRF experience preferred, will consider 1 year experience if more years of total HVAC experience
Critical thinking and problem solving of technical problems
Outstanding organizational skills
Advanced level skills with Microsoft Office (Excel, Word, & PowerPoint)

Manager, QC Technical Support Resume Examples & Samples

Lead the laboratory personnel responsible for transferring drug substance and drug product methods including method verifications
Provide technical expertise and leadership to the QC group supporting troubleshooting and optimizations
Lead capital investment projects from equipment specification through to qualification
Responsible for the computerized systems supporting QC instruments and systems (e.g. LIMS, MODA, Empower)
Support and lead business process improvement projects
Participate in budget planning. Communicate capital equipment needs, facility needs, staffing needs; and contract service requirements
Interface with other BioMarin departments (Quality Control, Regulatory Affairs, Quality Assurance, etc.) and contractors as necessary
Interpret and apply applicable 21CFR, USP, EP. JP, and ICH regulatory guidelines and directives
Identify and conduct personnel training for quality control personnel, prepare performance appraisals and recruit staff
8+ years experience in a cGMP regulated Quality Control environment
Demonstrated expertise with analytical methods used to assess biologics
Organizational and management skills to coordinate multi-discipline project groups
Ability to speak, present data, and defend approaches in front of audiences and inspectors
Ability to comprehend technical information related to equipment, processes, and regulatory expectations
Experience with participation in regulatory inspections presenting or defending departmental functions in audits or regulatory inspections
Understanding and familiarity with FDA & European regulatory requirements, guidelines, and recommendations for process validation expectations

Client Delivery Technical Support Manager Resume Examples & Samples

Distributes work to associates based on product type and associate expertise. Coach associates, as needed, to increase product knowledge as it relates to Transaction Banking products, and specifically to our Internet offerings (e.g. BOB and Host-to-Host)
Support customer service calls to assist customers and Bank employees with product questions and online system troubleshooting; and be responsible for timely and accurate setup of online services to backend systems; and/or Serve as subject matter expert on system capabilities
Function as subject matter expert on product capabilities, worksheets and policy & procedures – for applications in scope: BOB, Trade360, GCMS and Host-to-Host Connectivity
Responsible for the overall performance of the team's KPIs, metrics. Assist management in tracking production goals and standards and preparing reports as required. Knowledge of Call Center performance measures – Service Levels, ASA, ABA – a plus
Escalate major issues, incidents, errors and risk violations to Client Delivery Managers and key business partners on timely basis
Responsible for people management: recruitment, retention and coaching of team members
Conduct regular performance evaluation, identify training and development needs for the team
Ensure risk/compliance guidelines are followed at all times and create risk awareness within team
Demonstrate a commitment to, implement, and follow policies and procedures that support the Bank’s Risk Vision, including the Bank’s anti-money laundering (AML), Bank Secrecy Act (BSA), and other relevant operational, compliance and other risk management-related requirements as appropriate. Further a culture of risk and compliance discipline, which includes, but is not limited to, maintaining compliance with Bank and business process-related policies and procedures, exhibiting a strong understanding of the risks associated with the employee’s position, escalating issues of risk concern to management, and maintaining appropriate data integrity and confidentiality with regard to all customer files, customer information and business transactions
Minimum 3 years applicable work experience in a Service role, preferably in Transaction Banking
Knowledge of Transaction Banking products and services
Strong technical aptitude and analytical skills
Ability to organize and coordinate multiple assignments and follow through to completion
Ability to work in a fast-paced environment with a focus on exceeding our client’s expectations
Must be a team player who fosters a collaborative working relationships across the organization
4 year college degree preferred, or relevant experience
Excellent telephone manner and email etiquette
Familiarity with MUFG Union Bank organization is a plus
Effective time management and prioritizing skills are also needed
Ability to take ownership of projects and see them through to completion is required
A passion to drive for results

Technical Support Manager Resume Examples & Samples

Provides training, coaching, motivation, and mentoring to associates to ensure department key performance indicators (KPI) are met or exceeded
Evaluates and improves the effectiveness of staff by establishing and monitoring individual performance criteria
Assists Senior Technical Support Manager in developing and implementing countermeasures for continuous improvement
Implements Technical Support policies and procedures and directs activities that ensure the delivery of world-class service to our customers
Develops and maintains expert product knowledge within direct team
Ensures ISO and FDA requirements are met within functional area
Proactively takes control and manages critical customer issues to resolution
Ensures that appropriate staffing models are developed and implemented to optimize service level across the organization with available resources
Frequently interacts with peer group managers involving business issues between departments or functional areas. Often leads cooperative efforts among members of a project team
Handles personnel actions including staffing, performance reviews, disciplinary actions, and coordination of training and development. Reinforces desired behaviors
Able to travel as required (approximately 10% travel)
Handles other duties and projects as assigned
5+ years of Call Center management, technical support or help desk experience
5+ years of people management experience required
Dental/Medical industry experience preferred
Basic MS-Office, Operating System & Networking skills
SQL & MySQL server knowledge
Project Management skills preferred
Possesses excellent verbal and written communication skills necessary to troubleshoot equipment by phone with service technicians, as well as solve application problems with the end users
Proficient with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)
Understanding of lean management via Danaher Business System (DBS) or similar methodologies preferred
Ability to inspire others to act on key initiatives
Willing and able to work closely and effectively with other departments, peers, etc
Ability to influence direct reports, peers, leadership staff, internal and external customers
Must be able to effectively communicate in both written and verbal forms
Possess excellent attention to detail, and all work must be at a high level of professionalism
Does what it takes to successfully accomplish goals

Technical Support Manager Resume Examples & Samples

Responsible for team performance, development and attainment of all KPI results
Understand customer needs and expectations to enable support and mitigate challenges
Adapt plans and priorities to address resource and operational challenges
Ensure timely customer follow up and resolution to all inquires and challenges
Proactively prevent issues by anticipating concerns and identifying broader implications
Conduct problem solving and resolution in common day to day operations
Identify process gaps and lead ongoing process and service improvements
Manage all call, email and quality monitoring systems
Responsible for successful hiring and on boarding new employees
Ensures all technical support references and systems are kept up to date and team is well informed about product applications, changes, new products and known defects
Strategically utilize and develop procedures and processes to meet business objectives
Performs advanced and diversified assignments
Run and analyze department reporting to ensure integrity, monitor performance and direct corrective actions
Ensure timely product related VOC is accurately collected, documented and provided across key stakeholder departments
Actively collaborate across departments to identify and monitor product issues, drive issue resolution and direct efforts to improve functional processes and outcomes
Recommend, implement, and communicate changes/solutions to systems, policies, or processes
Maintain all compliance standards for SOX, ISO, PCI, and AS9100 and participate in audits
Conduct standard work auditing to ensure adherence coaching to opportunities
Responsible for writing and delivering performance reviews and recommending pay increases
Maintain an environment where team is prepared to introduce product features and benefits and consistently demonstrate awareness to drive product upgrades and sales leads
Bachelors degree and 2 years leadership experience
Strong professional verbal, written, and interpersonal communication skills
Developed knowledge and skills through formal training or considerable work experience
Ability to deal with ambiguity and work autonomously
Ability to build effective teams
Ability to work under pressure and make decisions autonomously
Ability to multi-task, meet/exceed deadlines, and execute project ownership
Strong attention to detail in a highly dynamic and changing environment
Ability to develop others through a variety of methods
Presentation skills and ability to facilitate discussions in a large group setting
Ability to optimize work processes by identifying and driving departmental strategic initiatives
Ability to lead a high visibility, cross-functional project
Self-aware of own strengths and opportunities and takes ownership of individual development
Ability to think critically to understand how problems impact all areas of the organization
Understands different learning styles and the need to adapt communication/style
Experience driving team metric performance
Experience in continuous improvement methods
Experience driving process improvement and documentation
Experience working with Salesforce and SAP
Knowledge of Windows Operating Systems and current technologies

Technical Support Manager Resume Examples & Samples

4-year Bachelor’s degree required, preferably in Information Technology or Business fields
5+ years of technical support or help desk experience
3+ years of people management experience required

Technical Support Manager, India Resume Examples & Samples

As a member of the Territory Portfolio Leadership Team provide inputs for product design from market-in perspective, and translate data from R&D into technical story to support value proposition. Drive technical validation of value propositions for Level 2 solutions in line with the territory strategy priorities
Drive planning and implementation of new Go-to-market demand generation activities related to commercial demonstartion includign Syngenta Learning Centers, Sattelite Demos and new product introduction
Own the relationship with key institutes and technical organizations for potential partnership in deliverying territory strategy
Drive technical validation of value propositions for new or strategic products in line with portfoio and product prioritization set forth by Territory Portfolio Leadership Team
Oversee quality of technial activities by commercial unit Agronomists by coordinating activity planning and results reviews across Territory, in collaboration with R&D and Product & Campaign Management teams
Ensure process, governance and capabilities are in place for agronomy and sales teams to propertly manage complains
Lead and develop the Territory’s techno-commercial expertise ensuring efficient use of resources, cohesive communication and consistent interaction with Global / Region / Territory functions
Embed the culture of systematically capturing grower insights and competitive intelligence as they relate to technical differentiations of our offers across functions
Lead design, development and implementation of technical capability development programs for commercial teams in the territory, in collaboration with Head of Sales Capability and Sales Heads
Total 10 - 12 years of experBroad experience in agronomy or commercial roles
Total 10 - 12 years of experience
Technical support experience & marketing experience
Bachelor's degree in Agricultural Sciences
MBA is preferred
Agricultural Business knowledge

Regional Quality & Technical Support Manager Resume Examples & Samples

Leadership & Management: Work at the Situational level to motivate others to reach the high quality targets we at MCI demand. Develop morale, passion and purpose to deliver our high expectations. Recognize good performance. Ensure open communication. Resolve any transgressions
Planning and Control: Monitor performance and progress against planned requirements and take corrective action when things go wrong. In line with Molson Coors "World Class Supply Chain, interpret and promote non direct production requirements, such as Asset Care, 5S, Focused Improvement and Training as features. Continuously ensure standard procedures are followed and that there is adherence to Quality, EH & S, and Food Safety Standards by participating in GMP, Food Safety and Quality audits
Focused Improvement: The Technical Brewing Manager will coach to identify and spot abnormalities and non conformances in Brewing and Packaging processes. Then through situational problem solving (Define, Measure, Analyze, Improve, Control - DMAIC) assist teams at each locale in quickly rectifying problems. The TB will review adherence to process specifications and will provide direction on changes required to meet compliance. Facilitate root cause analysis for persistent problems by engagement with Multi Discipline Teams. The TB will coordinate and manage process improvement trials including the use of new Brewing and Packaging materials. Due diligence assessment and qualification of new brewing facilities and contract partners is a key requirement of the position
Team Meetings and Communications: The Technical Brewing Manager needs to prepare and lead, period process improvement meetings; ensuring participation, contribution and feedback from all members and support staff. The TB will ensure SMART (Specific, Measurable, Action oriented, Realistic, Time -bound) targets are followed with feedback given on management actions
Develop Team Capability: The Technical Brewing Manager has enthusiasm and obvious energy for building the capability of the Team at each owned and partner Brewery location. The TB leadership skills calls for both situational and planned coaching interventions to ensure that new knowledge becomes a practiced skill for the individuals and the team
College diploma or University degree in Engineering, Technology or Science or equivalent from an accredited university or college
Plus five years of brewing experience with a diploma from an accredited Brewing school
Self-starter committed to continuous improvement and driven to achieving your goals
Excellent computer skills, are an effective communicator, an innovative problem solver and a strong decision maker
Demonstrated your ability to lead, coach, motivate, manage and develop production teams in a brewery

Senior Technical Support Manager Resume Examples & Samples

Timely resolution to routine, complex and escalated technical issues
Driving the team to achieve KPI targets
Regular customer satisfation achievement review
Regular service level agreement adherence review
Employee coaching
Developing processes to position team on achieving its goals and objectives
Driving the team to maintain a high level product expertise
Regular individual knowledge assessment
Regular assessment of documentation requirements
Regular assessment of Knowledge Base requirements
Training coordination
Developing and implementing formalized knowledge sharing process to capture customer specific workflows, customizations and undocumented features and functionalities
Identifying top support incident drivers and the development of key knowledge base articles and serviceability enhancement requests
Driving Product Development response and delivery of resolutions to Development Escalations
Coordinating with Product Management and other PDT resources for support readiness on new product release, hotfix release and beta programs
Experienced leader with proven skills in developing and building highly effective technical support teams
Ability to deal with senior executives internal and external to C-levels
Direct experience establishing and achieving goals and targets tied to Technical Support operations KPIs such as, time to resolution, customer satisfaction, operational efficiency, employee satisfaction, etc
Strong knowledge of Customer Support best practices and industry standards, with focus on enterprise level solutions
PC and associated productivity application proficiency (MS Office, Excel, and CRM tools) and ability to analyze and report on data
Strong and effective communication skills: verbal, listening, written and presentation
Strong technical knowledge of Networking, Windows Operating Systems, and Databases environments
Ability to handle pressure situations
Ability to coach, teach, develop, and promote a positive team attitude to increase the productivity of team members
Willing to travel as necessary
Willingness to work off hours, including nights and weekends as necessary
I.T.I.L. Foundations and Intermediate or above certification
Knowledge of various ACD call routing, Call processing, KDBs and CRMs systems
Experience managing multiple support channels (i.e. voice, email, chat, etc.)
Experience building and/or managing offshore technical support teams

Technical Support Manager Resume Examples & Samples

Manages the day-to-day operations of the team, ensuring delivery of team productivity, quality and customer service targets
Manages and guides the team to ensure delivery of individual performance against target, constantly reinforcing the highest levels of ethical and customer focus standards
Ensures all customer queries are resolved efficiently and effectively by the team within the guidelines and procedures for customer satisfaction and service
Coaches and develops individual team members ensuring they have the skills and knowledge to succeed in current and future job roles
Acts as a point of escalation for customer issues, achieving resolution by engaging all available resources, and minimising the need for further escalation
Maintains expert knowledge of service offerings along with future industry products and technologies
Develops and maintains positive relationships with internal teams
Owns and pro-actively drives business projects
Analyses reports on complex data associated with key business performance indicators, identifies and drives improvement actions across the business
Co-ordinates and manages holiday, absence and other team records
Completes timely and meaningful performance reviews and development plans for direct reports
Maximising the potential of helpdesk analyst to resolve issues upon initial contact and reducing the need for escalation
Ensuring that the incident response follows SLA agreements
Ability to manage complex issues, prioritising and implementing appropriate solutions
Knowledge and understanding of overall business plans & objectives
Ability to link team performance to overall business plans and objectives
Knowledge and understanding of the operational mechanics of the business
Excellent analytical, planning and decision making skills
Expert knowledge of policies and procedures and tools
Comprehensive people development and performance management skills
Ability to provide direction to and mentor others

Workforce Management & Technical Support Manager Resume Examples & Samples

Provide leadership, management, training, and direction to helpdesk (CCTS) and command center functional team(s)
Hiring, training, on boarding, setting of expectations & goals, prioritization of work, performance reviews, people development, etc
Responsible for team performance in effort to meet overall productivity expectations and Service Level Agreements
Provide functional objectives for the team and identify new methods, strategies and opportunities
Partner with the reporting group to ensure the accurate compilation and distribution of information and reports to identified stakeholders
Serve as a Subject Matter Expert and command center liaison for specific programs (CIRRUS, Verint, Avaya, Salesforce and other supporting technologies)
Engage in the workforce support and operations strategy
Engage in technology support and issue resolution for the overall Participant Services strategy
Seek a balance for providing the best customer and teammate experience while continuing to drive maximum effectiveness
Recommend changes to policies and establishes procedures that affect immediate organization
Responsible for meeting objectives and effective use of resources to meet schedules and goals
Influence decision making with senior leadership across Participant Services and Technology
Advocate for all command center interactions with cross-functional contacts and partners
Define, document and drive improvements in standard functional processes across all functions
Work with leaders of functional team to ensure processes are both aligned and continually improved
Assist other groups and leaders outside of CCTS & workforce functions to understand the team's function and outputs and provide feedback to upstream inputs
Provide insight and leadership for strategic initiatives as a transition or work stream lead to include hands on knowledge and support of contact routing, IVR, and Workforce tools
Leading the implementation of business continuity and disaster recover plans and actions when conditions necessitate them
Leverage understanding of technology issues and workforce support matters to remove friction and challenge the team
Represent the helpdesk and workforce support in business unit interactions
Minimum five (5) years relevant work experience, or an equivalent combination of training and experience
Strong understanding and working knowledge of contact center technologies (Avaya, Verint, Aspect, Cisco, Genesys & Others)
Experience with building and supporting business continuity and disaster recovery
Demonstrated success in team and people management
Strong decision-making skills and the ability to influence others
Ability to effectively partner with end clients, consultants, and agency personnel from a variety of disciplines (i.e., marketing, insights/ market research, sales, account, and creative) to orchestrate the effective pull-through of strategies in the development of customer engagements/experiences
Deep understanding of strategic targeting, positioning, customer journey and customer experience
Excel at taking complex ideas and distilling and communicate into a big idea
Previous experience leader of processes and people
Broad understanding of the Empower Financial business model, organizational structure and business units
Process improvement skills
Ability to drive best practice sharing across Participant Services and Empower
Strong people leadership skills
Decision making and influencing and skills
Coaching and development skills
Ability to work towards high level functional goals and outcomes
Bachelor's Degree in Business or related field preferred or related field preferred or equivalent education and experience
Contact Center Technologies and MS Certifications desired but not required. Future certification may be required for continued success in this role

Technical Support Business Support Manager Resume Examples & Samples

Central point of contact for all policy/procedure-related issues; clarifications between SPM lines of business and national process team. Execution of process, enhancements, changes. Interface with enterprise teams like: M+P, Training and Quality, NCSQ, operations, PMO, Customer Delivery…
Multiple LOBs SME unique to SPM. Support operations in driving performance, site visit audits, root-cause performance issues and make recommendations to address with SPM operations and Call Center site leadership. Participates in daily call monitoring of Service Partners for quality/sales purposes and understanding of current business opportunities
Participate in daily and weekly meetings with peers in SP Call Centers and FSC to ensure issues, concerns and information are communicated
Communicate detailed contingency plans in case of scheduled outages / downtime; plan capture and re-key activities during system outages / downtime; ensure centers are prepared to fully explain and support any impact to customers
Reviewing, Assigning, Trending and Analysis. Provide root cause analysis to help drive metric performance and enhance customer experience. Audit agent level data to identify potential fraud risks and address trends in performance to validate SP sites are getting to results the “right” way
Serve as SP Call Center resource for all policy, procedure and billing system questions. Central POC for all escalations regarding policy/procedure-related issues. Ensure consistent communication of national process/policy changes to SP sites
Participate as SME in enterprise projects as representative of SPM and functional area. Initiate new project requests, evaluate, prioritize, kick-off. Make recommendations for transitions/pilots regarding timelines, level of support, training and possible process impacts
1 year management/leadership experience
3-5 years plus call center, customer care and/or outsourcer management
Overall knowledge of call center technology, call routing, IVR, new site launch basics and quality
Possess strong knowledge of project and process management methodologies, reporting and analysis
Possess ability to effectively communicate with all layers of organization internal/external to T-Mobile.Protect/guard confidential company information
Call Center and outsourcing experience strongly preferred
Keen knowledge of call center technology and call center metrics essential for position
Strongly prefer demonstrated ability in problem-solving, root cause identification, improvement plan implementation and risk assessment
Strong communications essential for position

Global Technical Support & Controls Manager Resume Examples & Samples

Value and team-based leadership
An open and engaging working environment
A wide range of international career opportunities
Opportunities for personal and professional growth in a dynamic environment
Competitive compensation packages
Develop and implement the key processes that support the Global Technical Function to excel
Maintain the Stansard Functional Requirments (SFM) in confluence
Maintain and optimize document-, estimating- and scheduling-processes in PMWeb and implement per project
Drive the development of a 3D design library
Set basic Asset Development standards like WBS, estimating, scheduling, etc
Maintain the Technical Function specific training register to ensure all team members of the Global Technical Function obtain the right skill-training (Fididc, Project Management, etc)
Maintain and develop Global Technical Function reporting across the asset life-cycle
Ensure clear communication with the Global Technical Function leaders
Build collaborative relationships with associated divisions and external parties
Bachelors degree, preferably in business administration, engineering or
Minimum 5 years experience in a delivery focused, project related environment
Strong understanding of Workflow software / platforms and the philosophy beind managing documents, time and money
Earned Value Management understanding
Good understanding of business processes
Strong project management skills, capable of handling multiple projects simultaneously and ability to meet deadlines
Good understanding of asset lifecycle (design, engineering, construction and maintenance processes)
Structured, self-motivated, strong drive and result orientated
Excellent communication skills and experience in managing project teams, technical teams as well as senior stakeholders
Fluent in English and one other European language being beneficial
Sensitive to cultural diversity and experience in a multicultural environment, in regard to employees, local authorities and other stakeholders
Experience with Project Controls software like PMWeb
Total understanding of WBS principles, estimating, planning and EV-management
High discipline – following through on actions and ensuring necessary documentation

Technical Support Manager Resume Examples & Samples

Manage and lead the activities of the Technical Support Team to ensure process safety, safety, environmental, reliability, and optimization goals of the refinery are achieved
Champion initiatives, projects, and programs that support refinery vision
Utilize sound human relations and communications skills to provide development of direct reports and motivation of staff resulting in a reliable and competent work force
Interview candidates, determine development needs, evaluate performance for compensation, and address personnel issues including training, coaching, mentoring and disciplining of subordinates
Ensure process safety, safety, and environmental compliance by supporting process hazard analysis, incident investigations, procedure development, management of change, alarm management, pressure protection management, and providing technical assistance for work scope development, assessment of process impacts on equipment, and environmental reviews
Ensure environmental compliance by supporting environmental calculations, establish operating parameters, providing input into permit development, and providing accurate data as required
Provide process engineering technical assistance to process operations for solving operating problems, optimizing, and improving production planning
Review plant operations and laboratory analyses on a daily basis for better efficiency and compliance with operating plans. Monitor, track and analyze data of process unit monitoring, analytical and control equipment. Report persistent issues and develop corrective actions to ensure root causes are corrected
Provide guidance and leadership working with Planning and Operations to optimize profitability of process units, including, but not limited to; Selection and optimization of critical unit performance parameters (metrics and KPI’s); Optimization of intermediate stream dispositions, both quality and quantity; Conducting process unit test runs and identifying constraints, supporting LP modeling
Support turnaround and unit shutdown planning and execution through participation in scope development, providing justification for work items, and providing technical support during shutdown/startup and outage timeframe
Oversee capital project development, define project scopes, identify business drivers, complete project estimates, and conduct detailed economic analysis to determine feasibility, and supported design and construction. Assure quality technical input throughout all project execution phases
Review projects and correspondence for technical accuracy and clarity and deliver presentations as required to support project updates, justification, and explanation
Develop and implement long range plans to ensure long term optimization and profitability of the refinery
Champion adoption of technical best practices for refining industry. Develop engineering standards as required to support implementation and execution of best practices
Develops and manages the technical support operating and capital project budgets and supports other departments with planning for costs
Capable of multi-tasking and running more than one project simultaneously, set aggressive but realistic schedules, able to balance supervisory responsibilities along with technical support as needed
Bachelor’s degree in Chemical Engineering or related engineering field
Five (5) years of experience in Manufacturing, preferably in Refinery field including two (2) years of experience in a supervisory/management role
Demonstrated experience in process engineering including material and energy balances, distillation, reaction chemistry, gas processing, and product blending, process control, corrosion, utilities and laboratory analysis
Knowledgeable in process safety programs including incident investigations, process hazard analysis, management of change, and procedure development
Proven ability to lead and influence direct staff and staff not under direct supervision
Excellent communication skills including ability to develop and deliver presentations
Proficient in utilizing computer and Microsoft Office applications including MS Excel, Word, Power Point, and Outlook
Solid verbal and written communication and technical writing skills
Ability to interact effectively and positively with all levels of Company personnel
Ability to anticipate and adapt to dynamic situations

Executive Technical Support Manager Resume Examples & Samples

Provide "White Glove” Concierge Service to executive leadership, designated personal contacts/family and other Firm VIPs
Serve as the dedicated hands on technology specialist for any senior management and oversee a small team of resources to form the "Technology Concierge Service” team; responsible for the relationship management, communication strategy, and technical expertise critical to the delivery of IT services to executive leadership and their family members
Develop a reputation of IT leadership, as both a trusted subject matter expert in IT as well as a reliable partner in coordination of IT initiatives to executive leadership and founders
Communicate complex technical issues in business language
Cultivate and maintain an understanding of the various technology resources available and be able to speak to the benefits and drawbacks for each
Investigate and perform advanced screening of emerging technologies. Manage deployment/implementation of new or noteworthy technology to executive population for early use/adoption
Serve as a proactive IT advisor to senior executives and VIPs, by assessing their requests for technology/software/hardware and recommending the most suitable solutions to help them achieve desired results
Demonstrate ownership and manage incident resolution from end-to-end in a highly responsive manner. Must be able to escalate and provide visibility, as appropriate, to senior IT management
Coordinate and provide an IT interface to communicate scheduled outages, planned system upgrades, new application deployments, or an IT initiatives that impact service
Required to provide 24x7 on-call coverage; will also be expected to travel to other offices and location including home visits in order to provide onsite support when required
Work very closely with a shared service organization to provide incident response
Windows PCs, Macintosh
IPhone, iPad and other wireless devices
PC/Network Operating Systems: Windows, Mac OS
Extensive knowledge of and hands-on experience with end user issues pertaining to desktops, laptops, PDA, cell phones, networks, internet etc
Advanced Understanding of All Apple Products including but not limited to
Proven ability to build credibility and strong customer relationships as a trusted IT advisor who understands business needs and can balance with organizational strategy
Able to work both manage and work as part of a team to ensure the seamless delivery of white glove service
Seasoned professional able to work calmly under pressure and/or challenging conditions
Able to discretely manage highly confidential/sensitive company and personal information
Very strong communicator with excellent verbal and written skills
Strong relationship building abilities/diplomatic and even-keeled
Excellent crisis management skills
Must have hands-on experience supporting senior executive level clientele, with a strong desire to deliver best in class service along with a high level of responsiveness/sense of urgency

Technical Support Manager Resume Examples & Samples

Lead Technical Support teams, responsible for global support strategy and plans, preparing global service, field applications, call center operations and technical training to support new product launches and lead the organizations through product introduction
Ultimately responsible for managing the global performance of products throughout their lifecycle, utilizing the escalation process to ensure customer satisfaction; ensuring undesired trends are identified, investigated and mitigated
Discontinue products appropriately and effectively at the end of their lifecycle
Drive team engagement by setting objectives and creating development plans to achieve desired outcomes
Develop strong working relationships with internal business partners and functions
International and domestic travel is required approximately 25%
Undergraduate degree in science, engineering or business
Minimum 7 years of successful technical management experience
Demonstrated experience leading continuous improvement via Lean Six Sigma methods
Excellent problem solving, and analytical skills
Exceptional communication, and interpersonal skills
Ensure acceptance, containment, and closure of high impact escalations within expected targets
New product deliverables complete to plan across technical support organization

Technical Support Manager Resume Examples & Samples

Manage a team including performance management and coaching
Resolve and direct technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer-based satisfaction
Work with management to develop and implement strategic plans, initiatives, and direction
Work with customers and internal teams to resolve issues
Develop individual goals and objectives for direct reports
Handle moderately complex projects
Act independently with broad latitude for decision-making

Manager of Technical Support Resume Examples & Samples

Responsible for ensuring technical and sales support to Geomarket sales, operations, and engineering
Provides technical support for new product launches and new service introductions, as well as supporting existing legacy fleet of wireline products in the GOM
This can involve duties such as lunch and learns, customer visits, well recaps, pre-well analysis, post-well analysis, case histories, performance summary reports, industry SPE papers, technical conferences, root cause analysis, and general customer inquiries
Prepares job recommendations based on the available job criteria and knowledge of disciplines and past performance
High collaboration and communication needed with Geomarket sales, operations, and engineering on all levels of daily job functions
Maintains a close working relationship with field service personnel and lab personnel by telephone and possible visits to operations base to assess effectiveness of recommendations
Collaborates with Geomarket operations, sales, and engineering to maximize profitability and customer satisfaction and meet growth targets in Geomarket
10+ years of oilfield experience
Extensive technical background and focus on Wireline and Pipe Conveyed logging tools
Integrated operations experience
Oil & Gas experience in relevant product lines
Working knowledge of multiple product lines offered in Geomarket
Extensive background in highly technical roles at Baker Hughes

Technical Support Manager Resume Examples & Samples

Tracks, monitors and regularly reports on multiple teams' operations, and closely manages critical customer accounts to develop path to issue resolution. Ensure delivery of superior-level service to end-user customers, and acts as point-of-contact for escalated issues for internal senior management to ensure appropriate response and focus of support teams
Is able to motivate multiple local teams and provide counseling and direct feedback on a regular basis
Conducts interviews, hires new individual contributors, and provides employee orientation/assimilation training
Coaches and provides career development advice to staff
Manages the development of direct reports by assigning, where possible, project tasks that are in line with each employee's career interests
Addresses performance issues and provides ongoing and corrective feedback in a timely and constructive manner
Manages staff scheduling to meet business goals including work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back?up for absent employees, and shift rotations
Assists staff in resolving complex or out of policy operation problems
Mitigates team conflict and communication problems through coaching and conflict resolution practices
Provides input to senior management regarding appropriate staffing levels needed to meet departmental goals
May participate to onsite meeting with customers and Partners
Strong knowledge of Support processes and terminology. Strong knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills
May participate in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery
Bachelor’s degree or equivalent in computer science, or related field is preferred, with a minimum of 6 years of directly related work experience; minimum of 4 years of work experience is required for individuals holding a Master’s or higher degree in related fields; equivalent experience may be substituted for formal education
Minimum 2+ years of experience in a lead/manager role providing guidance to engineers within the team

Technical Support Manager Resume Examples & Samples

Manage a team of technical support and professional services delivery resources to meet Service Level Agreements
Manage high level escalations – ensure major customer satisfaction and work with various functional teams to deliver solutions to the customer
Ensure technical services delivery readiness of internal technical staff and certified subcontractors and indirectly via a Call Center and online Support Portal. Drive the training/workforce development needs to effectively train and certify the company's Channel Partners, customers and internal staff

Technical Support Manager Resume Examples & Samples

3-5 years of managing high-level technical teams with customer-facing responsibilities, preferably in a managed services environment
Bachelor’s degree with an emphasis on technical management, engineering, or other related field is preferred; or equivalent work experience
Must have superior verbal, written and interpersonal communication skills
Proven ability to perform complex operational analysis, develop effective strategies and implement appropriate processes, procedures and workflows

Customer & Technical Support Manager Resume Examples & Samples

Ensure training and development of staff to be able to provide L2 and L3 support for DX products
Ensure field service team has information and training required to support products
Establish an overall direction and provide clear expectations and performance metrics
Contribute to and manage teams to AOP
Analyze Technical Support policies and procedures and identify areas for process improvements aimed at reducing costs and improving efficiency, and implement changes as needed
Provide training and on-going mentoring to team members
Benchmark techniques to gauge the success of all customer support levels and duties
Track and trend customer satisfaction and feedback
Foster career development for team members. This includes career advancement (promotional opportunities or lateral moves within the organization to gain additional skills) along with continual development of the knowledge and skills required for their existing position
Degree in electronics engineering or a life science
4-6 years of experience in L3 technical support, L2 customer support or instrument service in an analytical laboratory environment
Previous management experience is preferred
Energetic, positive, team-oriented and enthusiastic individual
Knowledge of CRM systems
Experience and ability to handle leadership tasks defined above
Strong organizational skills with ability to manage multiple projects
Ability and willingness to travel

Technical Support Manager, Pharma Resume Examples & Samples

Responsible for technical support activities and coordination of Sensient technical resources to ensure project success
Lead technical application discussions with customers and Sales Managers using the various technical information tools available
Understand customer core formulation and guide development and troubleshooting strategies
Recommend optimal product selection based on customers desired target markets and associated regulatory requirements
Coordinate communications between the customer and Sensient’s Regulatory department
Recommend coating applications based on customer’s drug release, formulation, and processing requirements
Coordinate Sensient’s product sampling to customers in a timely fashion in close cooperation with the sample lab and documentation
Provide clear, detailed project instructions to the applications laboratory noting dose form, API and application details
Travel to customer’s research and manufacturing sites to promote and support the use of Sensient’s products
Prepare and present technical information for both internal and external training seminars and product promotion events
Collaborate with the New Product Development (NPD) group and formulate new coating systems applicable to customers' needs and business Focus
Prepare Technical Service project reports, itineraries, and lab work reports
University degree (B.S. or higher) in, Chemistry, Chemical Engineering, Pharmacy or related scientific discipline
Five to seven years’ experience in pharmaceutical laboratory or industrial pharmacy environment with an emphasis on solid dosage formulation and coating
Previous experience giving technical presentations at an academic or industry forum
Understanding of the pharmaceutical development and registration process is preferred
Understanding of colorimetric color matching technique preferred
Knowledge of fluid bed equipment, perforated pan coating equipment, granulators, tablet presses, encapsulators, and tablet or capsule printers preferred
Very good English and German language skills (fluent in spoken and written)
Very good knowledge of MS Office; Experience with JD Edwards and/or other business database software tools used to request samples, maintain accurate accountabilities in note books of new product developments, and capture notes of key customer interactions according to company format protocols
Have the ability to speak at internal and external training seminars on coating process development, optimization and scale-up with core formulation development

Senior Technical Support Manager Integrations Resume Examples & Samples

Lead efforts to hire, develop, and build technical support team including development of team strategies, objectives and metrics
Drive daily incident management success from detection to resolution
Leading by example to cultivate and maintain a culture built on teamwork and collaboration
A well developed set of leadership, coaching, and organizational skills
Ability to adapt to an extremely fast-paced and ever changing environment
Excellent time management skills with the ability to routinely multitask from the tactical to the strategic activities in a fast paced environment
BS/BA in Computer Science, Software Engineering, Electrical Engineering or related field or equivalent experience
Willing to work On-Call, weekends and holidays as needed

Technical Support Manager Resume Examples & Samples

Interact with and assist field operations (primarily Account Managers) regarding data management requirements primarily involving but not limited to the BHI uView on-line reporting process
Interact with BHI – IT on various software needs and issues
Basic or better understanding of servers and network communications
Train field staff on use of various software applications with emphasis on MS Excel plus the MS Office suite of products (including SharePoint)
Participate in team projects related to field operation’s needs, especially involving data management and analytics
Manage entitlement/permission documents related to the on-line reporting of data to the customers
Demonstrate existing on-line reporting capabilities for internal as well as external customers
Develop and/or increase skills set related to Spotfire Data Analytics
Ensure any potential issues with existing business solutions for data management are addressed promptly and prioritized
Interact with external customers on data management needs, which could include training
Bachelor's Degree in Engineering, Science, Technology, Math and/or Management
Intermediate MS Excel required -Advanced MS Excel with VBA Preferred - Office Developer tools a Plus
Working knowledge of SQL database structures desired
Basic understanding of SAP functionality
Familiar with or preferably worked with Business Intelligence tools such as Spotfire (or Tableau, etc.)
Upstream Chemicals field experience
Understand or quickly develop understanding of Upstream Chemicals core business especially related to field operations
Above average skills with MS Office suite of products
Above average knowledge (or desire to obtain) of existing technologies at BHI including but not limited to SAP, Database structures, Reporting/Analytical tools including SQL report development, MS SharePoint design and management
Ability to communicate with Field Operations personnel, understand their needs and translate those needs to IT professionals. An estimated 15 - 25% of time will be spent communicating with the IT Dept. at BHI
Strong verbal and communication skills along with above average writing skills
Must be a Team Player – willing to share knowledge – self motivated
Ability to talk in front of groups along with teaching processes including development of training material as needed
Ability to track projects and communicate necessary details to management on regular basis
Above average time management skills and work ethic
Pro-active with initiatives

Technical Support Manager Resume Examples & Samples

Excellent customer skills and dedication to customer service
Excellent interpersonal, motivational, and managerial skills with a staff of at least 10 employees. Ability to manage conflict situations constructively
Extremely productive and able to complete tasks in a consistent and timely manner
Experience preparing and writing demonstration, proposals, policies, procedures, job descriptions, and schedules
Promote customer goodwill through positive attitude, performance, and appearance

Technical Support Manager Resume Examples & Samples

Provide leadership and direction to a high performing team of passionate, motivated and customer focused professionals
Continually focus on building the right capabilities within the organization in order to ensure quality of the customer experience
Execute and create when needed, consistent, relevant and well-communicated operational KPIs that support the delivery strategy and helps drive customer satisfaction
Drive customer satisfaction feedback practices and actionable insights aimed at performance improvement
Partner on companywide initiatives to ensure customer satisfaction remains Adobe’s priority
Communicate with conviction to all internal stake-holders on areas of customer concern
8+ years of experience in leading Enterprise Product Support teams, delivering high-quality, customer specific, value-added technical and business services
A technology professional with in-depth knowledge of current and emerging trends in Enterprise Software support services, including those in the areas most relevant to Adobe’s products and solutions
Domain experience in Digital marketing is highly desired
Requires understanding of complex business models and services including SaaS and Cloud based Services
Role model for Adobe values with a focus on operational excellence, customer satisfaction and retention
Exemplifies leadership, inspiration, passion, exceptional communication, presentation and interpersonal skills
Demonstrated ability to manage and lead Customer care delivery teams to high levels of performance
Superior cross-functional communication; ability to navigate in a heavily matrixed organization
Excellent team management, coaching and mentoring skills
Bachelor Degree in Engineering or equivalent experience, with relevant Professional and Industry Certifications

Remote Technical Support Manager Resume Examples & Samples

The Remote Technical Support Manager manages remote support professionals who provide remote technical support assistance to clients and IBM technical personnel in complex multi-vendor, multi-protocol network/systems environments using IBM logo software products and OS
Has full responsibility for all personnel matters which include leadership guidance and training of a staff consisting mostly of both exempt and non-exempt employees in a software / hardware support environment, so that business and client satisfaction objectives are met
Will be responsible for the delivery of a highly visible service which contributes significantly to achievement of customer satisfaction, Key Performance Indicators (KPI’s), Service Level’s (SL’s), cost, expense and other business objectives
Communicates and negotiates with clients and other IBM teams in complex remote support situations requiring management involvement. Uses knowledge of remote support environment to coordinate workflow, determine schedules, and allocate resources
Responsible for department and organizational attainment of technical objectives, high client satisfaction and overall mission, as well as business controls posture, and cost effective operations
Mentors other professionals within the technical support organization and the IBM technical community
Discharges the basic management responsibilities and assumes additional responsibilities as assigned
Handles client and internal escalations as required
Flexible to work on night shifts as primary client base is in US
Responsible for the creation, harvesting, protection and reuse of IBM's intellectual capital
Excellent Leadership skills
Flexibility and ability to deliver in demanding and changing circumstances
Strong management, leadership, organization, communication and planning skills
Excellent verbal and written skills and the ability to communicate with customers and staff at all levels,
Time-management skills
Initiative and effective negotiation and persuasion skills. Management experience on a similar position
Highly ambitious professional with a drive to succeed, who can directly and positively influence others to thrive as individual successful leaders in today's competitive market
Problem solving skills with a high degree of analytical ability towards the business which assists in the process of identifying additional business opportunities and proposing and implementing process improvements Positive approach to change and ability to promote new ideas/innovation
Ability to work within a high pressured environment whilst remaining focused on the objectives
Knowledge and understanding of IBM business and services policies, practices and procedures

100

Technical Support Escalations Program Manager Resume Examples & Samples

Serve as Customer’s Single Point of Contact During Escalations: Be Gigamon customer’s single point of contact for escalations. You will work within all levels of our customer’s and partners organizations to empathetically understand current challenges, define scope of services, execute plans, communicate status, and assure the project remains aligned with the customer’s goals for success with Gigamon’s solutions. You will lead customer-facing meetings to exchange technical information, build trust, communicate status, and drive action items for addressing escalation issues in a timely manner and with quality
Manage Internal Gigamon Communications: Clearly articulate customer needs and priorities to internal Gigamon technical staff and leadership to assure our priorities are aligned with customer requirements. Facilitate direct engagement between Gigamon technical staff and end user customers for optimized knowledge transfer and situational awareness. Brief Gigamon senior leadership on escalated account status and critical next actions to assure the most effective, positive communication between Gigamon and customer leadership
Provide Escalation Retrospectives:Lead escalation retrospectives so Gigamon can improve the quality of products and services provided to our customers
The ideal candidate will have spent many years in a customer facing post-Sales role, ideally leading escalations and/or professional services projects in a technology-related field such as network switching, security, or network monitoring
Empathetic to challenging customer situations. High degree of integrity, sincerity, and patience
Optional: Project management certification

101

Global Technical Support Laboratory Manager Resume Examples & Samples

Supervises and coordinates activities of personnel performing chemical and physical analysis and tests required to support global operations. Includes product formulations, pilot testing, trouble-shooting analysis
Assign and schedule lab testing and projects
Responsible for training lab personnel in the performance of their job duties, safe work habits, and repair of all test lab equipment
Compiles, analyzes, and interprets results
May investigate complaints on existing products
Evaluates, documents, and reports on product performance in test environment
Bachelor's of Science Degree in Engineering or Science
7+ years of experience in a Test Laboratory
Completion of supervisory/leadership training
Knowledge of drilling fluids and/or completion fluids design, application and performance
Knowledge of function and operation of specialized drilling fluids testing equipment
Good analytical skills
2+ years of managerial experience preferred
Knowledge of Baker Hughes Drilling Fluids products

102

Internal Sales & Technical Support Manager Resume Examples & Samples

Responsible for providing in a timely manner sales proposals to customers with efficiency and accuracy
Responsible for product managing ETO orders – driving fulfillment from the support of the Global Account Coordinator and/or CX Team from item creation through manufacturability
Determine cost estimates consisting of materials, sub-contractors, purchased equipment, labor for customized engineered solutions
Identify possible cost saving opportunities and or risk items that will occur throughout the order
Work in a collaborative manner with other cross functional team members to establish processes or new tools to continue to improve the way we serve the customer
Utilize customer input, blueprints, AUTOCAD files, specifications and knowledge of manufacturing industry to select products for customers
Work with sales, engineers, or product specialists to win orders during quoting stage
Maintain a proactive line of communication with end customer regarding order status, accurate promise dates, lead times, order holds, expedites and product substitutions
Empowered with decisions on levels of authority for special pricing
Work in a collaborative manner with the Global Account Coordinator and CX Team with processes including item creation, expedite requests, special pricing requests, holds management, and invoicing
Review contract POs vs. quotes and specs to ensure POs align with the order – obtain approval from Customer on drawings
Review and manage all change order requests including re-quoting order if needed, updating the project plan and order schedule, and obtaining necessary approvals
Handle and follow up project orders in a timely manner until the end of the project (including the management of the documentation)
Facilitates activities to quickly reach consensus decisions and conflict resolution amongst the team with the guidelines of quality, schedule, cost, and customer requirements
Communicates project status, issues, risks, and activities. Chair meetings to lead to final decisions while also maintaining meeting minutes and actions required
Minimum of 5-10 years of relative work experience
Fluent in French and English
Bachelor's Degree required in engineering, business management, or other technical degree
2 years’ experience in Lifting Industry and / or Oil & Gas business preferred
PC proficient to include Microsoft Office and Adobe
Candidate must possess the ability to read and understand blueprints, assembly and construction plans and specifications
Working knowledge of all facets of: mechanical, pneumatic and hydraulic systems as it relates to the Material Handling products
Travel required up to 20%

103

Technical Support Manager Resume Examples & Samples

The ability to communicate with customers and vendors, both in writing and verbally in a clear, professional manner
A highly motivated self-starter who is able to operate independently
Excellent people skills; natural customer service orientation and disposition – candidate must enjoy working with clients and supporting internal customers in the organization
The ability and commitment to meet deadlines, even during high volume periods
Proficiency with Microsoft Outlook, Excel, Word, and PowerPoint
Ability to travel up to 75%

104

AML Technical Support Manager Resume Examples & Samples

Manage the onshore AML/FC team. This includes quality control and sample checking of all functions and prioritising workload to ensure required standards and deadlines are met
Liaison with EMEA Regulatory Change in analysing changes to AML regulation and JMLSG Guidance, undertaking an impact assessment and proposing changes to operational procedures (in liaison with the MLRO Team and UK Operational AML Management). Ensuring industry knowledge / awareness is developed and updated to maintain an understanding of AML practices within the market
Working with the BNY Mellon Projects teams to ensure that AML aspects of projects (including new client take ons, offloads and changes for existing ManCos) are properly scoped and that the required actions are taken and are compliant, and that procedures introduced are operationally workable
Updating and arranging MLRO Team sign off of AML operational procedures in response to changes introduced from projects or regulatory/guidance change
Producing and maintaining documentation relating to AML ManCo-specific procedures (including summary matrices, tables and documentation) to ensure that ManCo bespoke requirements are clearly documented and understood and implemented
Providing advice and support regarding verification requirements on complex KYC cases, including referral to the MLRO Team and/or the ManCo (as applicable to the circumstances of the case)
Providing advice and support on all AML-related matters to internal stakeholders of the UK TA operation, including TA management, TA operational staff, MLRO Team, project managers, service delivery and relationship managers, etc
Providing advice and support on all AML-related matters to external customers of the UK TA operation, including ManCo service delivery and relationship managers, MLROs and AML/FC/Compliance staff
Providing support for Audit visits (including ManCo, internal, external and regulatory visits) including providing technical input and opinion regarding findings that arise (as required)
Providing technical AML training, as required
The responsibilities of the employee may vary depending on which role they are performing
Building Organisational Talent
Change Leadership
Client Orientation
Developing Partnerships
Driving Execution
Operational Decision Making
Global Acumen
Subject Matter Expert in AML/Financial Crime with a minimum of 5 years experience in a bank or similar financial institution
A solid background in and understanding of investment operations
Experience of working at management level with high levels of autonomy
Ability to trouble shoot
Ability and desire to influence change and make decisions
Relevant AML/FC qualifications would be desirable

105

Offering Manager, Worldwide Technical Support Resume Examples & Samples

Coordinates Support Offerings designed for global consumers, including, managing the entire lifecycle from strategic planning to tactical activities
Specifies market requirements for current and future products by conducting market research supported by on-going visits to consumers and prospects
Coordinates building a balanced set offering(s) that attain revenue targets, meet contribution margins, and reach global consumers
Coordinates developing and implementing a company-wide go-to-market plan, working with all departments to execute. Manages the development of offering delivery/fulfillment plans and ensures costs are within range to achieve contribution margin targets; monitors products in market and ensures targets are met
Coordinates and executes competitive intelligence efforts and ensures offering(s) remains competitively positioned and forward looking
Coordinates and analyzes potential partner relationships and co-manages strategic vendor partnerships in support of offering(s) requirements
Partners with Marketing to establish and execute annual marketing plan to drive quota attainment, additionally oversees advertising, promotion and sales aids in accordance with the annual marketing plan
Partners with Enablement team to ensure that the sales teams have the necessary technical expertise to successfully sell
Partners with Global Sales teams to understand market needs and translates insights into offering(s)
Contributes to funding requests and proposals for maximizing and allocating capital and operating budget to maximize impact

106

Technical Support Manager Resume Examples & Samples

MSCE or equivalent certification preferable
Experience working with ClickOnce and MSI deployments
Knowledge of SQL/SQL script, Java Script and PowerShell scripting
Mortgage industry experience
Administration/configuration of support desk software

107

Manager, Engineering & Technical Support Resume Examples & Samples

Identify and develop capital projects that support improved plant performance, MW production, environmental regulations, improved heat rate, employee and plant safety. Ensures plant drawings and equipment records for projects are properly archived
Ensure system event assessments and root cause analysis (RCAs) are performed when required and that mitigation plans are in place to optimize plant performance. Ensure RCAs results are shared with the system teams, promoting lessons learned and best practices
Implement, monitor, and hold direct reports accountable to the work management process

108

Technical Support Manager Resume Examples & Samples

Create a full service offering process to cover field support, commissioning, and Project Management services
Organize Field Service to partners and end users in order to support assigned ongoing projects
Liaise with customer’s Project Manager to identify risks and coordinate the field support needs within the assign projects
Liaise with Technical Support Team and Product Management to solve complex technical issues identified by the Field Support Team or by the Client
Set up a structured technical support program with the appropriate level of expertise and coverage in order to provide on time, right first time, and assistance to our customers
Create and maintain a Service Log
Create Installation and Quality Check Lists for Field Support
Visit key customers on a regular basis to ascertain their technical needs, review training requirements and make sure that they are fully conversant with the company’s latest products; relevant to them
Apply continuous improvement along with other HOS principles in improving the technical support process whether in remote or field support by reducing wasted time and cost
To assure that the Field and Project Management Services provided to the client meet or exceed the agreed terms
Lead a motivated Field Support Team, identify areas of improvement within the team and make sure that proper training is conducted to address the team’s need
To be a reliable source of information for the Project Management Team (risks, project baselines variation, resources needed, monitoring and Controlling, etc…)
Engineering qualification (Bachelors Degree preferred)
5+ years industry experience in Security Systems
Experience working on large scale projects in Egypt
Previous people management experience is essential
Working knowledge of security systems installation, programming and troubleshooting
Project Management qualifications highly desirable (PMP, Prince2, etc…)
Relevant PM experience in Multinational Projects Environment
Working knowledge of regulatory requirements for security and fire systems as per regional requirements (MOI, UL, EN...)
Knowledge of Public Address and Voice Alarm Systems
Knowledge of Access Control Systems
Knowledge of Intrusion/Alarm Systems
Knowledge of IP Cameras and their respective recording systems
Knowledge of IP Networks

109

Technical Support Manager Resume Examples & Samples

Functional technical knowledge of server/storage hardware,
Thorough understanding of multicultural working environment
Working knowledge of Customer Account Management
Strong Team Player with effective motivational skills
Excellent planning and organizational skills with effective follow-up and follow-through
Strong process management, administration and numeracy skills
Ability to work under pressure and priorities issues to ensure business standards and processes are achieved
5 to 8 years people management in a technical customer services environment
Excellent coaching and people skills
Experience working in a project based environment
Experience working in a technical capacity within the IT industry with a proven track record in utilizing these skills
Backup products and services experience (Asigra, Ahsay, Veeam, and/or other backup software)
Microsoft products
Virtualization
Storage solutions
Cloud services
Network/System Administration
Salesforce experience

110

Technical Support Manager Resume Examples & Samples

Manage support teams for EMEA Region
People management, including regular one on ones, career planning, annual focal reviews
3-5 years’ experience in a customer support management role
Preferably have a BS degree in Computer Science or Engineering
Experience managing in a Technical Support capacity with over 5 direct reports

111

Technical Support Manager Resume Examples & Samples

Oversight and participation in Change Management as it relates to Customer Support
Manage escalated issues and major outages for customer accounts
Well-developed written and oral communication skills
A minimum of 6 years technical support and service management experience with a minimum of 3-4 years in supervisory role is required. Prefer experience working in a web based service and technology environment where web based support programs and tools were a key component to service delivery

112

Manager, Hotel Systems Technical Support Resume Examples & Samples

Perform stakeholder management responsibilities inclusive of influencing at a region, market, or functional level on operational performance matters
Effectively collaborate with internal partners to raise and resolve technical issues at local or global level
Participate in budget management matters such as headcount management and morale
Efficiently balance capacity by working collaboratively with regional management ensuring that workload is managed globally
Manage a team of Tier 1 Analysts, Tier 2 Analysts and Senior Analysts, inclusive of employment decisions
Contribute to the organizational strategy and focus for the team(s) ensuring timely and accurate processing of all work queues
Consistently meet or exceed KPIs established for the team, ensuring consistent delivery against quality and productivity standards
Analyze and improve team performance through active measures, inclusive of performing case wellness reviews and reviewing productivity dashboards
Assist in design, Implementation, and execution of process improvements while ensuring adherence to and comprehension of improvements by the team
Ensure issues are escalated, tools and resources are made available; removing barriers and obstacles preventing analysts from successfully completing their work assignments; escalating to technology teams to bring satisfactory resolution to system (technology or human) failures
Support organizational strategy, focus & direction, and lead a culture of continuous improvement
Effectively train and onboard new team members
Communicate performance updates to stakeholders as required
Develop and communicate employee goals and objectives, training plans, and long term career development plans
Effectively communicate, coach, mentor employees and set individual and team goals that align with the organizational goals
Facilitate regular scheduled team meetings to align with peers, set expectations, and promote effective communications
Maintain team attendance guidelines and identify and coaching employees through behavior and skill issues
Work collaboratively with HSTS Supervisors and Managers to drive operational improvement to ensure quick, efficient and high quality response to customer cases and calls
Contribute to creation of Monthly MBR and WBR highlights and actions
Work closely with hotel partners and internal customers for problem resolution and escalation
Experience managing performance and development of technical employees
A solid understanding of web technology, especially an analytical understanding of XML and web services and/or experience in a technical role is desired
Demonstrated understanding and experience in maintaining and improving KPI performance
Experience in reporting and analysis of operational metrics
Demonstrated success in hiring and retaining employees
Ability to solve moderately complex issues/problems
Understanding of local Employment Law
Ability to work collaboratively across organizations
Highly effective in managing multiple tasks and escalations simultaneously
A passion for customer service and above average patience and diplomacy
Capacity to work independently with minimum supervision within a remote office and coordinate work within the team
Proficiency in Microsoft Word and Excel and usage of the Internet
Professional, solution oriented attitude and work ethic
Conscientious, quick learner, adaptable, and strong team player
BS/BA or equivalent experience
3+ years of technical support experience in a technology or operations environment
2-4 years of experience managing operationally diverse teams
2+ years of technical analysis in a customer support environment preferred

113

Technical Support Manager Data Center Operations Resume Examples & Samples

Minimum of 7 years’ experience supporting proprietary applications in a hosted Windows Server Enterprise environment
Minimum of 2 years recent Supervisory or Management experience
Associate or Bachelor’s degree
Experience working in the financial services industry
Professional certificate (MCSA, MCSE, CompTIA Security+, SQL
The ability to coach, train and develop others
Allocates resources and alters workflow priorities by analyzing and understanding significant deadlines, checkpoints, peak-volumes, and overall work load
Develops and maintains spreadsheets to provide the necessary volumes for statistical and performance reporting
Conducts weekly audit of support cases
Proactively monitors growth of the data center and ensure equipment and resources are adequate to support additional business
Communicates with the customer to make them aware of problems and/or changes
Assists with documenting, updating and changing processing methods, including Disaster Recovery functions
Manages all equipment in a manner that provides a high level of service to all customers
Develops, maintains, and enforce all policies, procedures and standards pertaining to the center. Plans, coordinates and ensures the department receives unqualified audit reports for all internal and external audits. Performs or directly supervises all security officer responsibilities
Plans, coordinates and ensures the department receives unqualified audit reports for all internal and external audits
Performs or directly supervises all security officer responsibilities

114

Cfts Technical Support Manager Resume Examples & Samples

Supervises and coordinates daily/weekly activities, resource allocation and operations of the EMEA CFTS team
Manage a local or remote team of engineers, senior engineers and technical leads
Contribute to development and directly implement the global JTAC CFTS strategy, while taking into account the region-specific business requirements
Define and Document career plan for the engineers to facilitate the development of technical talent through a structured program aligned with the current and future business needs
Retention and development of top talent is a key requirement
Develop people and take action to keep the employees engaged, motivated and highly productive
Proactively recognize and resolve conflicts and people issues as they arise
Develop strong partnerships with peers in JTAC (PTAC, ATAC, CFTS), Advanced Services, Professional Services, Engineering and Sales Teams
Actively provide necessary on-the-job coaching to technical leads and other CFTS engineers to prepare the team to consistently meet or exceed customer expectations
Define strategies to optimize the utilization of the resources available while consistently delivering high quality service
Develop, promote and drive the team to meet or exceed the objectives for customer satisfaction and loyalty
Engage with team to work with customers and Juniper peers, to deliver a remarkable customer experience
Manage engineers, escalation resources and Sustaining Engineering teams, to coordinate and execute on high-profile escalations providing all necessary assistance to Customer and Sales teams
Encourage teamwork and sharing of best practices and technical knowledge within the JTAC - CFTS organization
Manage workload within the team, and drive continuous improvement in case handling, in line with the company’s TL9000 requirements
Interact with Managers, Directors, and VPs within the Customer Service (CS) organization and other parts of the company
Develop excellent working relationships with stakeholders, other CS teams, Sustaining and Engineering Business Groups (BG)
Partner with other managers to highlight and work on addressing issues that affect the JTAC - CFTS organization globally
Contribute in CS or cross-functional project teams to drive improvements of service delivery processes and/or products
Develop deep understanding of the team KPIs and factors that impact them. Analyze reports, develop and implement necessary improvements, measure the outcomes

115

Technical Support Escalations Manager Resume Examples & Samples

Recruit, direct, guide, and develop Technical Support Tier 2 staff
Serve as Tier 2 technical escalations manager
Drive positive customer satisfaction by ensuring the Technical Support Tier 2 staff are appropriately trained to meet internal and external needs
Develop and manage performance metrics to support high customer satisfaction and efficiency of resources
Provide input and deliver Customer Support Services operations strategy while meeting customer satisfaction goals
With support from CWS executive management, other functional areas of the business, and program management; identify, evaluate, and implement outside technologies, products, services, or organizations in alignment with the business strategy to support robust revenue growth
Supports the development of work instructions for customer support service, field installation and maintenance of products
Manages all field actions in conjunction with Field Service Engineers, CR/CO’s or other post-release documentation such as labeling, tech bulletins, etc
Responsible for performing this job in accordance with all applicable regulatory and Quality System Standard Operation Procedures and Work Instructions, and the Hill-Rom Inc. Standards of Business Conduct
Provides direct supervision of Product Support Group employees. Coordinates scheduling of Product Support Group staff based on usage metrics. Ensure training needs of the team are met to support achievement of set customer support metrics
Individual will be required to gain the project-related resource support from other areas of the business with the ability to influence and motivate affected managers/employees
Identify, project, plan and integrate future remote project types in conjunction with Field Service, Development, Implementation, Integration, and Technical support management to increase Hill-Rom service efficiencies and reduce costs
Develop and maintain technical work instructions and customer specific technical documentation related to all current and future project types
Bachelor’s degree in a technical or business field required
Requires 6+ years’ experience in customer service operations and technical support
Experience in healthcare information technology, software, medical device, medical services, or related industry desired
2+ Years Project Management/Supervisory experience
Authoritative knowledge of concept and product development practices and processes
Authoritative knowledge of customer service operations and technical call center best practices and processes
Demonstrable record of successfully managing people and projects
Experience in FDA, Medical Device or similar regulatory compliance experience
Excellent skills in leadership, communication, negotiation, motivation, and persuasion
Demonstrable record of working on management teams for healthcare businesses
24/7 availability to drive escalations resolution
Ability to travel is required (estimated 25% or less)

116

Digital Marketing Technical Support Manager Resume Examples & Samples

Drives adoption of Marketing and Digital programs with independent resellers
Provides direct, tactical support of Marketing and Digital programs in the field, via webinars, at trade shows and industry events
Maintains a formal toolkit of reusable assets that assist in the education, adoption and implementation of Marketing and Digital programs
Drives sales growth by qualifying sales leads and correctly aligning customers with the appropriate Marketing and Digital programs
Assist Sales in developing proposals for both Essendant and Customers that aid in winning business
Collaborates with the key team members to develop and drive cohesive customer programs that support the organizations’ strategy
Contributes to the continuous improvements of the scalable programs, collateral, presentations, webinars and other resources as needed
Collaborates cross-functionally within Essendant in support of Marketing and Digital programs
Maintains an understanding of industry and technology trends, product capabilities, and customer requirements
Develops and maintains relationships with sales representatives and independent resellers
Understands and demonstrates Essendant’s Core Values
Strong communication skills with the ability to discuss complicated concepts and influence key stakeholders
Full understanding of Marketing and Digital programs
Strong understanding of Essendant business systems
Strong understanding of marketing and digital strategy, technology and ecommerce
Strong MS Software skills (Excel, Power-point, Word)
Effective communication and interpersonal skills with a proven ability to work with and manage cross-functional teams
In depth understanding of fundamental areas of marketing, technology and ecommerce
Ability to develop and execute channel marketing and enablement tactics
Knowledge of various computer programs and related software
Willing to travel at least 75%
Minimum 3 years of office supply, JanSan industry/commercial experience strongly preferred
Minimum 5 - 10 years successful selling experience required
Proven ability to define a product and service solution to meet customer requirements
Experience in Sales or working closely with Sales supporting a “Solution Selling” process
Experience with software ERP’s preferred
Must be an experienced in the business-to-business or business-to-consumer market

117

Technical Support Manager Resume Examples & Samples

Directs the efforts of others in the achievement of the strategic and operational objectives of the Service Desk Group. Understanding of Leveraged Service Desk and RAM billing
Provides direct supervision to a large team of operational, production, sales, service or administrative team members or a small staff of professional level team members
Applies advanced knowledge of technical/ administrative skills to leverage the skills of others
Develops an understanding of internal operations and how related teams interact to achieve results
Uses a variety of data analysis tools and methodologies; applies independent judgment to solve systemic problems

118

Technical Support Manager Resume Examples & Samples

Manage additive system installations
Additive systems sales and product management
Work independently to provide phone and field support for all technical support issues
Program all electrical instruments on skids (Omni, AccuLoad, MultiLoad)
Participate in Chemtec Factory Acceptance Tests
Represents Chemtec when interfacing with customers on a regular basis
Knowledge of programming and troubleshooting electronic presets and flow computers
Knowledge of programming, proving and troubleshooting PD meters, turbine meters, and mass meters
Knowledge of programming, calibrating, and troubleshooting additive injection systems
Knowledge of AC/DC electrical systems
Knowledge of electrical panel fabrication
Knowledge of PLC wiring, operation, and troubleshooting
Ability to manage small installation crews for additive systems projects

119

Team Manager, Business Technical Support Resume Examples & Samples

Responsible for the daily function of the BTS organization to ensure service level agreements and departmental key performance indicators are met/exceeded and quality escalations are executed when deemed appropriate
Move the job forward through continuous improvement efforts, execution of operational accountabilities and predefined objectives, as outlined, in the business plan
Highlighting deficiencies and propose, lead and implement change management initiatives for tools, training, processes, reporting, employee engagement, etc… to improve productivity
Assist and/or champion the recruitment, screening, interviewing and hiring processes
Mentor, coach and develop technical support specialists in the area of career and educational objective planning to achieve high levels of performance and job mastery
Manage employee incentive and bonus programs
Collaborate with other Managers within the operation and cross-functionally to ensure operational consistency
Foster a positive environment rich in learning, motivation, teamwork, and open communication
Perform regular quality coaching sessions, evaluating performance against established objectives and providing feedback to both to the employee and management in a performance based centre
Take responsibility for understanding new products and services and their impact to Business Technical Support
Ensure the team understands company and departmental objectives, systems, policies and procedures
Communicate all process changes and enhancements
Serve as the Customer’s Advocate with internal departmental groups
Meet with strategic customers as a professional representative of Rogers
Have a strong understanding of the Manager’s and Consultant’s roles and responsibilities
Minimum 3 years contact centre management experience, preferably within a B2B telecommunications environment
Post-Secondary education in a computer-related environment or comparable work experience
Strong understanding of Rogers Cable products and services (Rogers High Speed Internet, Rogers Home Phone and Smart Home Monitoring, etc)
An exceptional ability to coach, mentor and motivate team members through positive feedback and the recognition of superior performance
Business acumen and a passion for customer service and getting things right
Excellent time management and organizational skills (i.e. the ability to prioritize and manage multiple tasks, including potential competitive and conflicting priorities and time pressures)
High level of attention to detail and excellent follow-up skills
Demonstrated ability to set, meet timelines for deliverables and work with minimal supervision
Highly developed interpersonal and communication skills
Ability to interact with both internal and external customers in a friendly, professional, knowledgeable, respectful and courteous manner. Ability to deal with any situation with flexibility, patience and diplomacy
Advanced Internet expertise, including theory, applications and working knowledge of networking concepts
Strength in computer and/or device hardware, software, and application diagnostic skills
Bilingualism preferred (English, French)

120

Technical Support Manager Resume Examples & Samples

Setup, administer and maintain the SharePoint Portal Server running on Microsoft SQL Server
Setup, administer and maintain the MS ISA proxy server
Setup and maintain the security and integrity of all assigned servers and the access rights (network, email, shared files, internet access) of each user in the network
Manage the server/application backups for all assigned servers as per scope of responsibility
Implement and maintain networking solutions and equipment (including middle-ware appliances)
Maintain and improve the network performance of the LAN/WAN, PABX, VideoCon equipment etc
Provide solutions (including installation work) on local and remote access connections
Setup, configure and document LAN/WAN configurations
Maintain the security and integrity of all assigned appliances / switches / hubs / routers and the access rights connection (network, email, shared files, internet access) of each user in the network
Responsible for the whole LAN/WAN network and OA-related application servers/systems availability - as per agreed SLA
Setup and maintenance of the Business Continuity Plan (BCP) and Disaster Recovery Planning (DRP) for the assigned servers and network infrastructure
Provide office automation support on different software
Provide primary support (thru training, coaching and informal tutorials) to users on PC software (e.g. MS Office, SharePoint , Outlook etc.)
Document and track software installed in PCs/laptops and its licenses as well
Act as facilitator in the conduct of OA-related trainings as and when required
Responsible full hardware support (installation and maintenance) on PCs/laptops, printers, PABX, Videocon and networking equipments & connections etc
Responsible for evaluating/assessing hardware (i.e. network equipment, desktops, laptops, cell phones, gadgets, etc..) purchases and upgrades
Responsible for Server Room maintenance
Ensures cleanliness of the room
Ensures that cooling system is properly working
Ensures that operating temperate and humidity requirements are met

121

Technical Support Manager Resume Examples & Samples

Respond to and Resolve all customer inquiries for product form, fit and function. All calls are tracked via database that is updated and created by each technical service representative
Assist in the creating and updating of literature, product support tools, and product training
Review and report on quality performance metrics of Technical Support, perform employee reviews and track attendance
Manage custom transformer quotations workup and support the quotation entry function
Bachelor’s Degree in Electrical /Electronic Engineering or equivalent experience
5 years of relevant experience in a power related industry
Candidate must have a detailed understanding of electrical fundamentals and power quality issues
Comfortable leading and managing cross-functional teams
Comfortable with public speaking and presenting to a group
Knowledge of Facility Automation, Instrumentation and Process Control
Experience in Electrical and Electronic Distribution Networks
Project and/or Product Management experience
Demonstrated critical thinking and creativity

122

Manager Technical Application Support Resume Examples & Samples

Responsible for the coaching, development and mentoring of supervisors and team leads in the effective execution of their roles and the on-going stability of the operation
Oversees and is responsible for team and solution performance metrics against pre-defined KPIs
Ensures the identification of operational trends and behaviors that can lead to appropriate resolution of current issues and mitigation or prevention of future occurrences
Responsible for setting and achieving departmental goals, objectives and KPI’s
Develops and executes strategic plans for meeting organizational and team objectives
Plans and implements procedures and systems to maximize operational effectiveness and efficiency
Responsible for analyzing operational demands and determining staff requirements
Applies advanced skills and concepts to oversee large, complex projects. Provides effective direction and communication of goals, initiatives and performance
Formulates organizational and business unit policies and practices, in alignment and compliance with Sabre’s standard practices and values
Ability to work in a matrixed environment, supporting other organizations as well as multiple global offices
Ability to interface with customers in a variety of settings and situations, ensuring a continued healthy operational and commercial relationship
Fosters the continued enhancement of supervisor and team skills to promote career growth and personal development
Establishes and fosters a culture of teamwork and cooperation based on Sabre’s Values
Seeks out areas of operational and service improvement, determining right resource engagement model and applicable
Works with Human Resources to ensure adherence to and formulation of local Sabre policies
Performs effective in a variety of formal presentation settings: one-on-one, medium or large-size groups, with peers, direct reports, direct managers and senior leaders

123

Technical Support Manager Resume Examples & Samples

Meeting 1-1 with team members on a regular basis
Planning and supporting career development
Giving guided performance feedback
Serving as a coach and mentor
Keeping communication channels open within the entire Support team
Serving as hiring manager for the team
Responding to user emails
Working with Engineering to resolve problems on GitHub.com
Current legal working authorization in the US or Canada
Stellar written and verbal communication skills
Passionate about creating and fostering good support practices
Ability to empathize with a diverse range of people
A strong sense of empathy and the ability to advocate for others
A malleable writing style and voice
Personnel management experience & hiring experience
Basic experience using Git and GitHub
Understanding of how websites and web applications work
Have worked with a distributed team
Experience working remotely
Prior customer support experience

124

Technical Support Manager Resume Examples & Samples

To provide services to Completions and Production
Provides skilled level support for the product line (s), technical selling, key field product application, well prognosis, and/or completion product performance
Assists with prototype tool applications and new product market introductions. Investigates unusual or unsatisfactory product performance to determine root cause and preventative action
Completes advanced well bore seminar and continues training in other product lines
May be lead engineering/technical position in region or area
Skilled level knowledge of two or more product lines and proper application of tools
Thorough understanding of PDHMS, Intelligent Completions, Smart Completions, Intelligent production systems
Thorough understanding of downhole hydraulics and rig operations, Permanent downhole monitoring system
Proficient use of computer based programs related to application of products
Basic knowledge of basic oil and gas industry
Ability to work well and communicate well with others

125

Pipeline Technical Support Manager Resume Examples & Samples

Develop and validate procedures as per client and standards requirements (API-1104, DNV-OS-F101, etc.)
Carry out AUT qualification and validation processes when required, including analysis and reporting
Ensure that all Regions’ technical requirements are dealt with in a timely and efficient manner - to include but not be limited to; procedure writing, calibration block design, and AUT set up techniques
Create and maintain training material for AUT, and train technicians in accordance with the training requirements per Company NDE Written Practice
Carry out competency testing for technicians and maintain technician certification and proficiency records per Company NDE Written Practice
Make site visits as required by Management to support projects or increase sales
Provide technical opinions and responses for current projects, bid responses, and client requests
Develop AUT technical solutions and advancements to enhance defect sizing and placement accuracy, improve productivity, and/or enable entry into new markets
Assist and support the Business Development and Marketing groups, including updating information sheets and technical bulletins, attend technology open days, workshops, and industry trade conferences
Stay abreast of pipeline industry trends and developments. Including regulatory and code body issues, and stay current with new and emerging inspection and welding technologies
Develop strong relationships with Key Companies operating within the new pipeline construction sector and promote the services of the Company. Including but not limited to
Technical Degree or 10+ years of New Pipeline Construction Weld Inspection experience
PCN or equivalent Level III certification in UT
PCN or equivalent Level II certifications in Phased Array and ToFD - Level III preferred
Extensive pipeline AUT experience required
Phased Array experience required
Experience with pipeline AUT on offshore lay barges, onshore pipelines, and spool base inspections (minimum 5 years)
AUT experience on CRA welds is required
Preferred experience with PipeWizard systems
PCN or equivalent Level II or higher certifications in MPI, LPI, and RT

126

Regional Service & Technical Support Manager Resume Examples & Samples

Build a high performing organization by hiring and training strong people, and building a bench with diverse talent. Includes the selection and management of independent service partners
Leads, energizes and engages individuals to achieve personal development and business goals
Ensures all technicians are fully trained and capable
Develop plans and strategies to manage and motivate the Service Network to achieve our customer satisfaction level of Fixed Right, First Time, Two Days
Assure understanding and compliance with all company policies and relevant government regulations
Monitor parts and accessory sales by the service network
Provide Hennessy service partners, channel partners and end users with assistance in the troubleshooting and repair of Coats®, BaseLine™ and Ammco® aftermarket tire and wheel service equipment
Resolve Customer issues and assists in determining warranty and goodwill decisions. Reads situations quickly, steps up to conflict and finds common ground to gain cooperation and resolution
Provide input in the development of Hennessy’s Service Partner training curriculum
Perform Direct Service functions (hands on repair or rework) as required (See Direct Service Technician PDS)
Work with the sales team and major accounts to develop and implement central bill programs
Ability to plan, schedule and coordinate activities to satisfy customer needs on a timely basis
Bachelor’s degree with 3 to 5 years’ experience managing people in a related field with a proven record of positive employee relations and staff development or equivalent combination of education and relevant experience
A technical degree is an asset
The successful candidate will possess 3 to 5 years’ experience in the maintenance, troubleshooting and repair of complex electromechanical equipment in an end-user environment,
Strong working knowledge of electrical systems, pneumatics and hydraulics
A demonstrated dedication to and history of providing outstanding service and support and a positive, professional, proactive presence that will develop confidence, trust and respect with our customers is required
Driving record with current legal Provincial driving license
Bilingual English / French an asset

127

Support Equipment Technical Publications Manager Resume Examples & Samples

Lead a functional group of 5 to 10 authors including performance management, career development, training, staffing, and merit planning
Responsible for the direct supervision/management of 5 to 7 contract labor personnel
Manage and coordinate their assigned S1000D Technical Publications program efforts
Serve as the single point of accountability for accomplishing development, delivery, and sustainment of electronic technical publications to support operation and maintenance during all phases of development and operations
Coordinate with suppliers to understand and resolve issues associated with technical publications analyses and products
Review status of technical publications projects and budgets including EVMS indices
Prepare and manage schedules and prepare status reports on the health of the projects
Prepare briefings for management and develop mechanisms for monitoring project progress and tools for intervention and problem solving with project managers, line managers, suppliers and clients
Serve as primary POC for Tech Pubs team with internal and Government counterparts
Provide leadership and direction to Tech Pubs team members, ensuring members have sufficient statement of work
Manage employee performance (including engagement strategies for higher performers and corrective actions for lower performers)
Participate in recruiting and hiring, day-to-day support for the operation of the functional organization and resolving critical/urgent program/technical issues
5 Years with Bachelors; 2 Years with Masters in a technical discipline. Experience may be used in lieu of education. Complete understanding and application of principles, concepts, practices, and standards. Full knowledge of industry practices. Independently demonstrates the skill and ability to perform fairly complex professional tasks
Demonstrated competency in desktop and publishing applications should include the following
Degree or related field strongly preferred, experience can be considered in lieu of degree. Experience with Naval Aviation Maintenance concepts is highly desired
Previous experience leading a technical publications team discipline, either as a lead or supervisor in the development, validation/verification, and sustainment of a S1000D Interactive Electronic Technical Manual (IETM) publications program
Experience with Intermediate and Depot Level publications for Support Equipment
Exceptional internal & external customer service skills
Forward thinking in Technical Publications processes, planning & tracking

128

Technical Support Manager Resume Examples & Samples

Manage technical support team, including professional development and day to day management over Support Team functions including customer request fulfillment, issue troubleshooting, and execution of scheduled tasks and project assignments
Participate in staffing and recruiting decisions
Introduce new Customers to our Support organization
Communicate with customers directly via telephone and e-mail in a professional and diligent manner. Ensure customers are satisfied with updates and resolutions provided through cases
Manage the queue of new cases to ensure they are assigned according to our SLAs
Manage the backlog of open case to ensure customers are receiving frequently accurate updates
Serve as an escalation point for the Technical Support team members
Provide on-the-job training and coaching to the technical support team members to improve the company’s overall technical customer service
Performs and documents root-cause analysis as needed to resolve or escalate software and deployment issues
Work with QA, Professional Services, IT, and Deployment Services to gather and document technical information needed to resolve or escalate product issues
Contribute to process and troubleshooting documentation
Adhere to defined technical support process and offer improvements as necessary
Ensure that the SLAs are meet during the life of a case
Follow up critical cases until completion
Schedule, coordinate, and assign staff members to particular tasks
Evaluate team’s performance
Understands and adheres to Nexidia compliance standards as they appear in the Employee handbook, Corporate Compliance Policies, Code of Conduct and Conflict of Interest Policy
SQL Server (DBA activities, experience with SQL queries, functions, and stored procedures)
Windows server (IIS, Windows security, optimization, and troubleshooting)
Networking fundamentals (TCP/IP, LAN, WAN, VPN routing, QoS)
Security and encryption fundamentals (SSL/TLS, SSH, PGP)
Ability to read and understand program source code
Web technologies (ASP.NET, XML, XSLT)
Strong communication skills (verbal, listening, reading and writing skills)
Demonstrated leadership, problem solving , and analytical skills
Work successfully in a strong team environment
BS in Computer Science, Engineering, or Mathematics; equivalent work experience considered
Minimum 10+ years of experience supporting enterprise software applications and system integrations
Experience in communicating technical issues and solutions to audiences with varying levels of technical knowledge and understating
Detail oriented with strong analytical troubleshooting skills and the ability to appropriately prioritize multiple initiatives based on customer and business impact
Capacity to work in an interrupt-driven, fast paced environment and deliver quality solutions
Effective problem solving skills used to identify and resolve day-to-day support operations and handle employee relations
Experience successfully leading a technical team to meet objectives

129

Manager Steriles Technical Support Resume Examples & Samples

BS in Engineering or related discipline plus 5 years of experience required. Equivalent combination of education/experience can be considered
2-4 years of management experience preferred. Sterile pharmaceutical experience strongly preferred
Change management skills important
Must be able to handle ambiguity
Must be able to interact with and influence the senior leaders of the site and of clients/customers

130

Technical Support Manager Resume Examples & Samples

4+years Services Desk experience or equivalent combination of education and work experience including strong people management skills and business acumen
Exposure of managerial/leadership experience
Experienced organizing and planning skills to effectively manage a team and to lead cross-functional teams
Ability to communicate clearly at all organizational levels
Willing to travel when required throughout EMEA
Degree qualification and ITIL V3 Certified
Demonstrated track record of delivering high quality services to customers
Ability to multi-task in a dynamic environment
Experienced analytical, problem solving, negotiation and organizational skills

131

Technical Support Manager Resume Examples & Samples

Full accountability for the technical support team and processes within, including, but not limited to maintenance and support of FAQ site, technical support via Chat/phone/email, and training for both internal teams and external customers
Benchmark existing departmental service levels and develop/implement improvements
Keep current on all technical advances in business
Establish and maintain distributor, end user, other Eaton C-H divisions, and field sales confidence and enhance Eaton Crouse-Hinds’ image by developing a trusting, reliable relationship through quality customer service
Recruit A-level talent which helps grow department capabilities. Provide employee objectives, training and assignments that are aligned with business needs and individual abilities. Provide mentoring and coaching to maximize employee performance and growth. Leverage customer and peer feedback in providing employees with formal performance appraisals twice per year
Minimum of 5 years field experience with electrical products in NEC/IEC applications
Candidate must be legally authorized to work in United States without company sponsorship
Knowledge and experience with business ERP systems
Good business acumen (Business management, leadership, financial literacy, critical thinking)
People manager with strong team leadership skills, good interpersonal skills and a team player
Effectively manages conflict
Ability to adjust work schedule to meet customer service needs
Strong written & verbal communication and presentation skills
Proficient with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Visio)
7-10 years of Electrical industry experience in marketing, sales, operational, or support preferred
Manager of people experience

132

Technical Support Section Manager Resume Examples & Samples

Manage a group of 8-10 technical resources including providing them with ongoing communication and supporting them to ensure that all performance goals are being met
Manage workload within the team including setting appropriate expectations on work capacity and leveraging all resources as needed
Deliver regular performance reviews and collaborate on career development plans with all individuals in the team
Work closely with and support activities of the PTC Customer Success, Professional Services, and Sales organizations
Review group activities with Technical Support management to identify areas for skill and process improvement, and communicate actions back to the team
Focus on customer satisfaction through activities including reviewing survey results, managing escalated situations, and representing PTC Support on customer conference calls, corporate visits, or onsite visits

133

Technical Support Regional Manager Resume Examples & Samples

Meet Aftermarket goals, activities and strategies in accordance with the Aftermarket strategic plan
Executes long term strategic plan for the aftermarket in assigned Regions
Conduct necessary follow-up both internally and with the customer to ensure customer satisfaction and to effect product/application improvements
Recommend appropriate design, manufacturing, application, or installation modifications as indicated by findings. Compile test, performance, and other applicable data to support recommendations
Write detailed service reports
Instruct/train customer personnel on operation, function, repair and preventative maintenance of equipment and systems. Participate with customer in meetings to discuss and advise on service issues
Ability to manage customer relations while continuously improving Eaton’s reputation. This includes managing expectations and not “over-committing” to the customer
Knowledge of Eaton products and systems, their design and performance characteristics. Knowledge of our products and systems and how they are used in customer applications/systems
Technical aptitude, analytical ability, seasoned knowledge of systems and customer needs/requirements
Ability to serve up customer problems/issues as potential sales opportunities for the sales organization to address (upgrade, retrofit, replacement refurbishment, new products, etc.)
Single point of contact between the customers and product families (will be held accountable for timely feedback to the customer)
Conduct regular Technical Coordination Meeting (TCM) on a quarterly basis with the customer
Maintain customer scorecard (stop light chart) on a monthly basis to improve and provide high level of communication
Excellent verbal and written communication skills including technical
Knowledge of Eaton products and systems, their design, performance characteristics
Essential: In depth knowledge of the aerospace market and specifically the aftermarket business and the influences that affect this business segment
Desired: Experience working for an Airline in a technical support capacity
Minimum 5+ years of field service operational knowledge with airline industry
Strong relationship building skills in a culturally diverse environment
Proven ability to multi-task and handle several high priorities project concurrently while meeting tight deadlines
High level of motivation (self-starter)
Results oriented, with excellent leadership and influence skills and proven ability to manage cross-functional teams in a matrix organization
Strong communication skills in English and the local language
Ability to interact positively and effectively with personalities at the operational Product Family business level, senior Eaton management and customers at all levels
Function as company spokesperson at tradeshows, customer visits and media events

134

Senior Technical Support Manager Resume Examples & Samples

Direct management responsibilities for all the designated resources and their associated workload
Establishing team objectives and drive performance improvements
Understanding team member capabilities and ability to establish development plans
Aptitude to create a team environment that sustains a highly motivated group working to achieve common objectives
Monitor product quality metrics (Case volume, percent escalated, issue categorization and prioritization, backlog, customer impact) and advocate for the customer to drive product improvement and issue resolution
Working cross-functionally to drive visibility and collaborative for process improvement
Engaging in support of key accounts and escalation management
Maintain ownership over one or more areas of responsibility as a member of the global support leadership team; spanning process definition and improvement, interdepartmental relations, employee satisfaction initiatives and customer satisfaction initiatives
Requires 4-year degree in Business or Computer Science, and minimum of 5 years of experience in a fast-paced, enterprise level, mission critical software support environment; or equivalent industry experience
Given the key role this position plays in establishing a new support office, Marketo experience, or other Vista portfolio company experience is desired
Strong time management skills, organization and prioritization skills
Ability to tie group’s goals to the strategic objectives of the product and company
Demonstrated experience supporting enterprise software solutions, ideally Marketing Automation, CRM, PRM, or SFA applications
Excellent organizational skills -ability to prioritize, manage, multi-task and execute projects cross-functionally

135

Regional Technical Support Manager Resume Examples & Samples

Enforcing and maintaining standards and guidelines with DPSG manufacturing partners
Working side by side with DPSG manufacturers, training them on proper quality expectations, production guidelines and standard operating procedures
Maintaining complete manufacturer profiles critical to DPSG
Analyzing available data on quality, consumer complaints, and product trade age to identify potential issues
Investigate all out-of-standard issues. Work with manufacturers to validate results, determine the scope of the issue, identify the cause of the problem, and propose and implement corrective actions
Working with other DPSG functions (Marketing, Graphics, Packaging and Product Development) to facilitate and support new product/package launches and marketing initiatives
Responsible at the Regional level for all new product and package starts to ensure that they are brought to the market in a timely manner and within quality guidelines
Providing value-added services to bottlers. Examples: in-plant laboratory training, sanitation/microbiological training, manufacturing support, trade age management training, continuous improvement programs
Taking responsibility for special projects as assigned
Delivering needed information and subject matter expertise when called upon to enhance quality product delivered to customer
Bachelor’s degree in Food Science, Chemistry, Microbiology, Engineering, or related field from accredited university
Five years of experience in the carbonated beverage manufacturing industry, preferably in quality, production or process engineering. Preference is to have experience working directly within a beverage facility
5 years of intermediate level experience using MS Office products (Excel, Outlook, PowerPoint, etc.)

136

Technical Support Engineer Manager Resume Examples & Samples

Foster an inspiring and high-performing Technical Support culture of with a clear vision, great team collaboration and strong partnerships
Help foster innovation in tools and processes to make the team more effective and efficient
Build strong partnerships and work effectively with Bing Ads platform development team
Build cross-group relationships to share knowledge and be an effective advocate for internal/external partners
Own and drive team’s competence in communicating and highlighting systemic issues and trends to identify platform enhancements with business and R&D teams
5+ years of search advertising experience or 5+ years working in a technical support organization preferably in the online industry for a high volume commercial website or service
3 years Management/leadership experience
Passion for developing others and being vested in their success
Passion for quality advertiser and end-user experiences
Excellent oral and written communication, presentation and analytical skills
Strong negotiation and collaboration skills
Knowledge of wider advertising industry and technology trends
A strong technical and business background
Experience partnering with sales, client services & support, legal, marketing, technology teams and other functions as appropriate
Ability to work through self-directed, ambiguous situations
Demonstrated skills in dealing with strong and diverse groups
Deep understanding of service and support operational excellence and best practices
Ability to self-direct and work independently, with an eagerness to consistently meet and exceed commitments/objectives and take ownership of complex problems

137

Technical Support Manager Resume Examples & Samples

Manage an NSS Operations team (domestic and international), providing technical direction and guidance on day-to-day matters, performing managerial functions such as reviews, disciplinary actions and coaching for improvement
Manage the operations suite of NSS infrastructure components
Ensure growth/installation/upgrade jobs are done in timely, professional manner and do not impact existing services when executed
Manage multiple 24 x 7 shifts. Responsible for ensuring technical coverage and on-call work schedules
Project and plan headcount, workload, manage existing expense and capital budgets to establish Plan of Record
Work with the user groups and cross functional teams to resolve trouble tickets and ensure proper usage of systems
Analyze trends and data to troubleshoot
Develop tools, methods, procedures and solutions to help improve uptime
Work closely with other Network teams to ensure timely deployment of new products
Provide upper Management with regular updates on Key Uptime and Performance metrics
Responsible for reducing outage occurrences as well as directing recovery efforts when they do occur by analyzing outages and determining improvements
Provide leadership in continuous process improvement within Application Operations areas of business analysis, hardware engineering, application design, development, and testing
Partner with Network, Finance, and IT organizations to support current and future business operations through the effective and innovative use of network applications
Ensure MOPs are developed, reviewed, tested and executed properly
Drive implementation of DevOps strategy, automation and use of tools in DevOps toolchain

138

Technical Support Manager Resume Examples & Samples

Coordinates and supervises activities of service or technical personnel via personnel assignments, job or project management, administration and technical support
Responsible for multiple products/services in a multiple legal entities
Typically does not have budgetary responsibility
Monitors daily progress of job(s) or project(s)
Works independently under general supervision, requiring normal guidance and review
Provides some technical guidance and work direction to field staff
Level is determined by a matrix based on years of experience, number of employees supervised, and scope of responsibility
High School Diploma or equivalent. Bachelor's Degree preferred
3 to 5 years’ experience in technical support in Completions systems
Thorough understanding of customer requirements
Thorough understanding of processes and procedures of the operating area
Proficient in the use of PC's
Knowledge of SAP is preferred
Ability to use highly specialized and advanced skills, knowledge and techniques in problem recognition and solution development

139

Technical Support Manager Resume Examples & Samples

7 years of experience in Technical Support
3 years of experience as a Manager, Supervisor or Coordinator
Must have experience with Payments
High-level knowledge of the financial industry as it relates to banks and credit unions
High-level knowledge of product(s) supported and excellent knowledge of other core and complimentary products
Experience successfully managing a support function in the identification and resolution of product problems and issues while ensuring the highest level of customer service
Demonstrates excellent communication and customer interaction skills in accordance with SLS policies and guidelines
Ensures resolution of customer product issues or problems by establishing and managing solution systems that provide answers to common questions and problems
Takes escalated calls from customers that have needs beyond what department resources can provide. Works with personnel from various departments to coordinate efforts and provide resolution to customer or procedural issues. Accurately assesses the customer's product issue or problem
Conveys customer feedback to product development staff; reports new or recurring problems to design departments
Manages the research of customer problems/issues to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades for company products and services
Manages the identification and resolution of application and service issues and any other questions that may arise
Develops procedures for finding and resolving problems with products and services. Delegates to appropriate technical or service personnel for follow-up
Ensures representatives are properly trained when existing products are upgraded or new products are released
Ensures performance of the technical support group is within established Service Level Standard (SLS) guidelines and adheres to corporate policies
May maintain a current operational guide to satisfy audit requirements; ensures all technical support personnel are trained and familiar with the Standard Operating Procedures (SOPs) and any updates or changes
Performs employee evaluations periodically; gives employee feedback and coaching to develop and improve performance

140

Technical Support Manager Resume Examples & Samples

Build, oversees and prioritizes the daily activities of the combined support team,
Reviews support tickets & processes to ensure consistency, compliance with organizational goals and ultimately client satisfaction
Identify trends and opportunities for improvement
Manage client ticket escalations to resolution
Accountable for documenting troubleshooting procedures and techniques
Produce organizational statistics
Ensure effective utilization of resources
Optimize communications flow and relationships with field sales, marketing, end-users, Professional Service and engineering
Liaison with other EFI MIS teams to leverage resources to drive Support consistency and customer satisfaction across all EFI EPS products
Execute EFI Support strategies/models to achieve goals through the immediate and extended EFI global Support teams
Integrate workflow, processes and teams from the 2 acquired support groups and align them with EFI guidelines, tools and systems
Maintain a thorough Technical knowledge of EFI Software products, industry trends, best practices and standard approaches
People management responsibility for the combined support team
Primary focus sits with French speaking market with plan to expand to other territories in Europe
A Bachelor’s degree in relevant discipline required and a minimum of five years’ experience in management, preferably managing a customer support team
Demonstrated strong commitment to customer satisfaction
Can-do attitude, open mindset, team player and hands on are keys to be successful in this role
Effective problem solving, risk management and escalation skills
Ability to organize and manage multiple projects, competing priorities and function in a complex and fast changing environment
Strong management and stress-resistant skills
Ability to analyze complex software problems, recommend and implement solutions
Excellent interpersonal skills including courtesy, tact, and discretion
Have the ability to resolve conflicts and make sound decisions
Excellent written and verbal effective communication skills
Ability to review current processes, recommend process improvements and effectively influence change
Working knowledge of SalesForce.com is a plus
Proven ability to manage and drive performance with data analysis and performance metrics
Experience in managing end-user customers in a multi-countries / multi-products environment is a plus
Fluent in English. Any other European language would be a plus
Flexible for traveling to different EFI locations on regular basis

141

Technical Support Manager Resume Examples & Samples

Establish and enforce service levels by managing the support team to meet and exceed customer expectations
Analyze performance of support activities to include documented resolutions to user reported issues, identify problem areas within the support function, and devise and deliver solutions to enhance quality of service and to prevent future problems
Develop proactive transparent approaches to delivering customer support
Plan and conduct performance appraisals of support staff, administer disciplinary action, raises, bonuses, and promotions when necessary
Manage the processing of incoming calls to support via telephone, e-mail or chat to ensure courteous, timely, and effective resolution of end user issues
Monitor and improve first call resolution and escalation resolutions
Enforce and monitor request handling and escalation policies and procedures
Coordinate and/or perform hands-on ticket/chat//call resolution as needed
Develop, track, monitor and analyze all support activities noting trends in support requests and generate reports monthly
Collect and provide necessary information regarding incidents to management
Identify, recommend, and implement end user training programs to increase the support staff’s competency and self-sufficiency
Train, coach, and mentor the support staff
Ensure proper staffing coverage for a 24x7x365 support department

142

Technical Support Manager Resume Examples & Samples

Responsible for managing Technical Support Services in Budapest
Mentor, coach and assign work duties to all Support Services employees
Act as liaison between System Support and other areas of Client Services and Itron
Ensure the Services provided and processes followed position Itron as a World Class support organization
Develop and maintain departmental budgets
Maintain current knowledge on Service Best Practices
Ensure adequate staffing levels, training opportunities, appropriate knowledge levels and career path opportunities within department
Promote and measure performance results as an ongoing indicator of service levels
Coordinate and disseminate results of ongoing Customer Satisfaction surveys
Typically requires a minimum of 7 years of related experience
High level of proficiency in English (for business/professional verbal and written communications)
Knowledge of French is highly desirable
Water industry experience is highly desirable
Proficient in MS Office tools – Outlook, SharePoint, Excel, Word and PowerPoint
Good SQL Database expertise, including DB Admin and Queries & Procs (MSSQL and/or Oracle)
Good understanding of debugging/programming (especially with Microsoft .NET and C#)
Proficient in Microsoft OS knowledge (upgrades, certificates, security, IIS, Virtualization, etc)
Knowledge of Cloud Technologies would be a big plus
Utility (Electric/Gas) business/metering/product understanding is an advantage

143

Technical Support Manager Resume Examples & Samples

2+ years experience working in customer support and/or account management for live video streaming
Experience troubleshooting complex technical issues for live video streaming
Understanding of the mechanics of live video delivery
Familiarity with multiple support channels (e.g. help desk, live chat, phone)
Excellent written communication and interpersonal skills
Remains cool under pressure, especially when interacting with high-priority customers
Proactive and highly organized approach to work

144

Technical Support Manager Resume Examples & Samples

Supervise Technical Specialists. Measuring their performance against SOP's and KPI's
Become technical expert in all HI SPEED products mentioned above. This will involve extensive training and travel to acquire knowledge (if doesn't already have)
Review all technical support processes and procedures to continuously improve them. Improved the customer phone interaction experience from best in class to world class
Ensure hold times are down and interaction with customer is happening quickly
Verify every customer interaction is documented in Sales Logix and followed up on (and closed out)
Manage technical support email inbox
Develop a mechanism to identify and escalate priority issues with a sense of urgency
Update technical support metrics on a daily basis to ensure compliance (FTF rates, Customer touches data, etc)
Have an understanding of the phone system, routing trees, and set-up
Ensure Remote Support contracts are being met
Ability to travel into the field when needed to keep skills fresh (1st year will require extensive travel depending on learning curve)
Develop SMART incentives/goals for your team
Be the owner of the knowledge base. Create and maintain knowledge base system and articles for capturing key information that our Field Engineers and customers can access
Assist Service management as a technical consultant as required
Ability to train customers/field engineers/Sales Reps in house or out in the field on all products
Work with the Tampa team to develop better training material/content
Plan calendar for after-hours support on a monthly basis. Expected to be part of CW after-hour rotation (will receive additional stipend)
Other duties/special projects assigned by National Service Manager
Have a thorough understanding of electronics and schematics, material handling, metal detection, and X-Ray, and checkweighing
Knowledge of Mettler internal systems and ability to navigate through them to find answers to technical questions/problems(The Vault, Syteline, Sales Logix, Intranet site, schematics, Team Center, Microsoft etc)
Have supervised technical employees in a 24/7 environment
Understanding of the food processing industry and environment
Being able to visualize the customers problem and break the steps down into Lehman's terms so the customer can understand
Exceptional communication skills, written and verbal, as well as excellent customer service and interpersonal skills to foster interaction within all levels of the organization, clients and subcontractors
Ability to handle multiple projects with changing priorities and deadlines
Able to work under high stress environment
Previous X-ray, Metal Detection, Checkweigher, or Electronics/machinery knowledge
5 years Service Management Experience
Technical college degree

145

Technical Support & Warranty Manager Resume Examples & Samples

Guarantee operational lead of commissioning
Produces with PrEM tram acceptance procedure and updates
Trains Alstom Commissioning & Warranty resources either to tram functional aspects and acceptance operations
Gives technical support to Commissioning & Warranty resources after sale forces for complex failures
Sets up action plans with PrQSM to limit non-conformity treatments on shore
To deploy TRAINTRACER CFM system on customer site t
To check with technical VBN team support that Train / Ground communications are set up and operational
To set up a routine of defects monitoring
To measure defects occurrences and set up / share Top 10
To measure defects occurrences and set up / share Top 10 defects
Contribute to search for HW and SW solutions as soon as possible
To organize test operations on customer site in respect of validation tests schedule
To secure means and people availability for tests execution
To execute test procedures produced by validation team(*), with after sales resources if needed

146

Customer Technical Support Manager Resume Examples & Samples

Requires a Bachelor’s degree in Chemistry/Metallurgy or Semiconductor processing, 5+ yrs experience along with a technical degree or background
MS preferred
Experience in a related industry is desirable

147

Technical Support Manager Resume Examples & Samples

Directly supervises employees and carries out supervisory responsibilities in accordance with the organizations policies and applicable laws
Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Ability to lead, plan and manage change
Passion, or the willingness to become immersed in work
The ability to set priorities
Ability to work independently, as well as with development and support staff, and other members of the documentation department
Leads by example and is comfortable in providing direction and coaching
Enjoys the challenges of a high-energy environment where there are frequent changes and additions to the software products TMW develops
Commitment to quality, customer service, and department standards and goals
Has strong organizational skills, deals with complexity comfortably, and works quickly without sacrificing quality
Facility with standard business software such as MS Word, Excel, etc
Good listening skills, perseverance, and a strong work ethic
Affinity for technology, particularly Windows-based and web-based applications
Strong organizational, time management, and research capabilities
Ability to adhere to documentation templates and style guidelines

148

Technical Support Manager Health Suite Digital Platform Resume Examples & Samples

Bachelor degree in Computer Science or related field
At least 6 years of IT Support experience in application support and maintenance – of which preferably 2 years in a leadership role
Proven customer service excellence; the ability to successfully build strong working relationships with customers and technology staff
Strong understanding of the Software Development Lifecycle as well as the technical skills required to triage issues across multiple tiers and diverse technologies
Prior experience with SCRUM/Agile methodologies would be highly desirable as well as working with offshore development teams
Self-starter with high problem-solving ability and strong communication skills

149

Technical Support Manager Resume Examples & Samples

Lead a small national technical team who provide technical support across a range of hardware and software products
Remain aware of new product developments and technology providing input and tactical direction to the business on customer service and support challenges
Provide remote diagnosis support to customer’s and technicians when available
Develop and conduct end user training to assist in the successful implementation of applications and maintenance of systems
Maintain a dynamic knowledge base of technical solutions using our learning management system (Litmos)
Monitor and report on customer satisfaction, ensuring feedback is translated to opportunities for improvement
Liaison with the internal functions including sales, product management, engineering, network operations, provisioning and other service functions
Technical Support Leadership Experience
Ability to work independently and cohesively in a team
Strong communication skills (written & verbal)
Strong analytical and problem solving skills
Ability to prioritise workload and handle multiple tasks concurrently
Technical experience in products and services related to the petroleum industry
Related tertiary qualifications

150

Mobility Technical Support Manager Resume Examples & Samples

Maintain day-to-day communications with G4S mobile teams
Upload all pre-planned patrols (new and existing) into Service Desk
Set up tours for all patrol sites in Secure Trax
Modify existing patrol tours as required
Transition all mobile teams away from the use of hard copy (paper) patrol slips
Provide necessary information to operations (Senior Director) on a regular basis, develop and maintain a healthy relationship
Process relevant paper work for in house applications (Secure Trax, Service Desk, Sentinel and Risk 360)
Monitors & reports compliance of system usage by branch and escalates non compliance to senior management as required
Geofence client locations in Sentinel system where Secure Trax tags are not feasible - will be trained on this
As required, generate reports to support customer dashboards
Minimum 3-5 years work-related experience in an administrative role, preferably in the Security Industry
Efficiency in oral and written communications
Working knowledge of Service Desk application and reporting tools
Superior customer service orientation
Understanding of Secure Trax application
Analytical skills to identify areas of improvement and develop/maintain systems, policies and programs, create reports
Understanding of Risk 360 application
Knowledge of relevant security and employment legislation
Ability to coordinate and prioritize several tasks simultaneously while maintaining accuracy and strict deadlines
Prepare and produce reports and statistical analyses to the Senior Director
Promotes health & safety in the workplace
Proven track record in realizing operational efficiencies

151

Technical Support Manager Resume Examples & Samples

Supporting the needs of their team
Setting and driving expectations for success
Instilling confidence in our customers that Stryker is there for them
Coordinates Training of Tech Support Team members
Oversees equipment acquisition (department tools)
Works with design team for input on new product serviceability
Develops training plans and materials for new products to achieve objectives
Monitors quality of answers
Sets and modifies schedules to maintain adequate phone coverage
Will interact, telephonically and in person, with customers
Will submit periodic reports, both written and in person, to appropriate personnel
Manages directly and/or through subordinate supervisors the activities of the department
Sets overall unit goals and priorities and evaluates subordinates performance based on those goals and priorities
Coaches and develops unit personnel
Is responsible for unit personnel compliance with company policies and corrective action
Must have good visual acuity and demonstrate fine motor skills
Excellent interpersonal communication and managerial skills
Advanced PC skills including basic networking and IP structure
1-3 years experience in a professional environment
B.S. degree required. MBA desired

152

Global Technical Support Manager Resume Examples & Samples

Maintain the flow of information to all customers providing both timely feedback and information. This includes retaining responsibility for the progress and resolution of customer requests and communicating any updates directly to them
Responsible for providing an active feed into the service review process and for the ongoing monitoring of the support provided to SDL. This responsibility includes the completion of a monthly Performance Monitoring Report and any additional ad-hoc management reports as required
Responsible for the escalation and communication of any high priority incidents to the Global IT Service Delivery Manager or other senior managers within SDL
Responsible for ensuring that all policies and procedures are followed and propose changes to support processes to improve the quality of service
Participate in projects with responsibility for the planning, co-ordination and prioritising of work
Responsible for maintaining an accurate inventory of all IT Infrastructure hardware and software
Adhere to IT purchasing procedures
Support the organisation with compliance to the following international standards, ISO9001, IS27001 and ISO14001. This responsibility includes the creation of processes and procedures in line with these standards and the attendance (where necessary) at internal and external audit reviews to fulfil the requirement of the standards
Keep up to date with new developments in technology and their application within the in global content management and language solutions market. This includes understanding the processes required to support their use within SDL’s production environments
Educated to degree standard
Microsoft Certified Professional
Foundation Certificate in ITIL
Excellent customer focused approach and commitment to service delivery with the ability to negotiate with and influence staff at all levels
Logical and methodical approach to working
In-depth knowledge of virtualization including Hyper-V, VMware
In-depth knowledge of the configuration and management of Windows environments- specifically
Group Policy
Exchange 2010 and above
PowerShell, batch files and VBScripts
In-depth knowledge and experience configuring and managing antivirus technologies; ideally Sophos
In-depth knowledge of networking technologies
Knowledge of Mac OSX
Knowledge of ISO 27001
Knowledge of ITIL
Knowledge of Skype for Business
Knowledge of Telephony technologies such as Avaya IP Office
Minimum of 5 years’ experience within an IT or Application support environment
10 years’ experience within an onsite IT customer facing role or similar

153

Technical Support Manager Resume Examples & Samples

Minimum of 7 of experience in technical support or programming
Previous management or leadership experience required
Bachelor preferred
Knowledge of the financial industry as it relates to banks and credit unions
Ability to work an on-call rotation
Familiarity with a modern programming language
Familiarity with the UNIX based operating system
Able to identify and resolve application and service issues
Able to provide outstanding customer service as set forth by corporate polices and standards
Able to successfully manage a support function in the identification and resolution of product problems and issues while ensuring the highest level of customer service

154

Server Technical Support Manager Resume Examples & Samples

Drive Operational excellence :Manages the day-to-day operations of a technical support team, ensuring delivery of customer satisfaction, quality, cost control and efficiency targets
Support our sales and develop customer loyalty :Partner with Sales and Global support services team to facilitate sales success and services revenue growth, driving awareness and confidence of our support capabilities
Expand our capabilities :Continuously Expand our internal capabilities ramping our support team members in terms of technical expertise and certifications
Managing the team : Responsible for recruitment, career development/planning, performance and pay discussions of team members
Developing the team :Develop a great place to work climate within the team, inspiring them sharing mid-long term vision, and create a real sense of inclusion
Initiate and drive business optimisation and transformational projects :Proactively develop or participate in cross functional business projects and initiatives to improve performance of the organization (Contact and cost reduction, operations improvements)
Master Degree in business or IT
5 years experience in a people management role
Ability to learn on the fly, and actively seek new challenges for personal development
Excellent presentation and communication skills, both verbal and written
Drive for result, deliver on commitments, Building effective teams
Great management and people development skills
Ability to work comfortably with all levels of management and staff
Great networking abilities

155

Manager, Systems / Technical Support Resume Examples & Samples

You will manage a staff of Technical Support Representatives and ensures customers are receiving the highest quality of technical support
Advises, directs, and trains less experienced divisional staff to ensure effective support is provided in a timely manner
Provides guidance in the proper use of all electronic infrastructure and support systems
Demonstrates innovation by taking a leading role in offering creative ideas to improve current process and practices
Oversees the training and the development for all Technical Solutions Representatives. This training to include formal classroom as well as student/mentor
Assists in maintaining the information exchange, problem analysis/escalation and information gathering with Engineering, Canon Information Systems, third party vendors, and other internal Canon contacts such as the product divisions
Manages and monitors the initiative to provide proactive and preemptive Trend Analysis
Performs advanced administrative functions such as effectively developing work plans, task descriptions, and timetables for projects
Must effectively record and develop PMP process for beginning, mid, and EOY reviews
Interviews and pre-screens applicants for available positions
Ten years demonstrated technical proficiency within the imaging industry
Eight years demonstrated proficiency in the technical troubleshooting and repair of Canon digital products is required
Five plus years demonstrated manager level experience within a high-level support environment
Strong understanding of PC and Mac environments and their integration into a LAN/WAN. Strong working knowledge of LAN/WAN operating systems and protocols in problem diagnostics and troubleshooting
An Associate's degree in Electronics is required. Bachelors degree preferred
The position may require some light travel

156

Applecare Repair Center Technical Support Manager Resume Examples & Samples

Proven experience in service and/or repair operations (required)
Experience in customer facing service operations (preferred)
Experience in high-volume manufacturing (desired)
Experience managing remote teams (desired)
Experience in supplier management (required)
International travel (15%)

157

Senior Technical Support Manager Resume Examples & Samples

Minimum 8 years of relevant experience with a Bachelor’s Degree in Computer Science, MIS, Engineering, another related field or it's equivalent
5 years of experience in increasingly complex roles supporting enterprise customers in a 24x7 service environment
2+ years managing a distributed support team
Proven success in scaling a customer support organization in a high-growth, geographically dispersed environment
Experience in effectively leveraging CRM systems, knowledge bases, and online self-help tools in an overall support strategy
Knowledge of networking, and internet technologies
Fluent spoken and written English is essential
Experience working with other rich media technologies (e.g. Adobe Air, Video codecs) including video and audio streaming
Experience with video encoding and streaming formats and protocols
Streaming (Flash, HTTP Live Streaming, etc.)

158

Technical Support Manager Resume Examples & Samples

Leading and developing part of VMware's existing technical support organization, including hiring, management, mentoring and professional development of support engineering staff
Crafting, develop, implement processes, systems and technology. To improve the technical support function, including work-flow, incident management and telephony
Providing regular reports for management that measure the Quality of technical support service to the customer
You will work with sales teams to establish requirements for improvement of existing support programs and/or establishment of new ones
You'll work with engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions

159

Senior Manager Global Technical Support Production Printers Resume Examples & Samples

Lead a Global team of Technical Support Specialists for the Production Printers consisting of direct and indirect reports
Manage key KPIs – Case open to solution provided, case closure, first time fix, utilization, repairs per unit
Support ECO process from a technical support role
Hold monthly reviews with Engineering and Quality to review product performance and prioritize improvement activities
Improve the efficiency of the call centers to be able to resolve >10% of incoming calls from customers
Understand NPS feedback and drive programs to improve it
Support any Partner Programs to ensure Partner efficiency
Ensure timely and actionable support case feedback to the manufacturing and development teams to support continual improvement of product and processes
Ensure organization understands the customers’ needs and the impact on customers if their system is not performing to specification and operational
5 - 10 years of related technical experience in additive manufacturing
People Management – small teams
Ability to lead, mentor and coach global team players
Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public
Strong analytical skills to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors
Demonstrates good judgment in selecting methods and techniques for defining problems and obtaining solutions
Knowledge of Oracle, SalesForce, ServiceMax and/or ThingWorx beneficial
Solid skills in planning and organization with an ability to plan and manage multiple projects with attention to detail

160

Senior Manager, Global Technical Support Resume Examples & Samples

Lead a Global team of Technical Support Specialists for the Professional Printers consisting of direct and indirect reports
Drive teamwork globally to effectively leverage all resources to support customers
Support PLC process by assigning and supporting appropriate personnel to lead the Services role in the PLC program
Lead weekly meeting with Engineering and Services to facilitate collective problem solving and pre-emptively see problems arising in the field
Support writing of technical documentation and knowledge notes
Improve field efficiency and 1st time field fix by properly diagnosing problems that require a field fix and ensuring we are putting the field in the best possible position to resolve the issue
Manage escalations and ensure cross-functional teams are resolving escalations efficiently
Assess appropriate level of the person reporting an issue and work with them effectively to resolve it
Ensure process adherence and recommend improvements to the Services Platform to increase effectiveness
Leverage Hydra technology to drive a proactive Services model and strive to resolve issues before they impact the customer. Feedback to Hydra team to further enhance the product
Global business experience
Experience in solving complex technical issues in a manufacturing setting
Ability to read, analyze, and interpret all relevant job material and pertinent accounting literature; ability to write reports, business correspondence and procedure manuals
Strong communication, interpersonal, teamwork and leadership abilities
He/she should also have an outstanding record in his/her discipline, creativity, productivity and problem solving skills

161

Technical Support Manager Resume Examples & Samples

Prepare and manage all ILS Work Packages (internal and external) in accordance with customers cost, quality and schedule requirements and ensuring that all milestones and reporting obligations to the customer are maintained to completion of the work package
Planning and Management including the monitoring and control of the timely delivery of all Subcontractor ILS product and services required to be delivered to the customer
Working with the project acquisition team develop support solutions for the Mission System following the full systems engineering life cycle
Responsible for the acceptance and sell-off of support solutions to the customer and the transition of support solutions to the In-Service Support team
Development of Logistics Engineering strategies to meet system and support requirements including the design and continuous optimization of the operational support system
A tertiary qualification in a relevant engineering discipline (Electrical/Mechanical/Mechatronics/Systems)
Proven track record in delivery of complex ILS projects in the defence sector will be highly regarded
Intimate experience in the use of Logistics Engineering methodologies and tools in the Defence environment
A strong demonstrated understanding of team dynamics and the relationship between task and people oriented management philosophies

162

Tcal Technical Support Manager Resume Examples & Samples

Oversees Technical Support Engineers to diagnose and resolve hardware, software and application issues through timely phone and email support. Utilizes daily management to measure and improve progress towards operational and customer satisfaction goals
Directs team to develop content for and deliver onsite troubleshooting, installation and training to customers and service partners
Ensures robust systems are in place to capture quality and customer satisfaction issues. Leads cross-functional efforts to countermeasure with product, process, training, documentation and/or communication
Establishes strategy and implements processes for worldwide service and support of new products
Maintains relationships with key vendors, customers and authorized service centers, and engages other internal functions (Service, Engineering, Order Management, Operations, Quality, Safety, Sales/Marketing) to meet department goals
Selects, develops, and evaluates personnel to ensure the efficient operation of the function
Education: 4-yr technical degree or equivalent experience
Experience: 8+ years total relevant higher education and work experience
Travel: Able to travel up to 25%
Communication: Strong written and verbal communication skills
Customer focused: Advocate for the customer, and also effectively represents the organization in case escalation and other difficult customer situations
Strong problem solving: Able to drive to root cause and countermeasure complex technical, organizational and operational problems
High Initiative: Independently utilizes resources to establish and deliver results to meet the department’s objectives
Leadership: Effectively manages a direct team and motivates stakeholders and contributors from other functional departments and sites
Management experience and/or experience leading technical team

163

Technical Support Manager Resume Examples & Samples

Ensuring that all advice is delivered accurately and safely to our clients to prevent future redress issues
Reviewing ongoing legislative and regulatory changes identifying issues that may need to be incorporated in Wealth Planners advice standards and suitability templates
Monitoring trends and designing/delivering training both individually and in groups to mitigate future risk issues
Maintaining high levels of technical knowledge and of external market developments in the areas of risk mitigation
Liaising with compliance/business assurance to ensure internal standards are matched to FCA requirements
Diploma in financial services and preferably chartered accountancy or working towards this
Willingness to study for more professional qualifications
Ability to gather & assimilate information
Understanding of regulatory requirements and how they are applied during the advice process
Ability to systematically and efficiently check reports
Proven experience in determining client needs, identifying needs and providing appropriate solutions
Experience in dealing with Financial Advisors and/or Clients
Application: On your application we'll ask for information like your contact details, education and work experience. You’ll also be required to upload a CV, so it's a good idea to have it ready
CV Review: If you meet the criteria for the role you’ve applied for, a member of our team will be in touch to conduct a short telephone interview to explore your application in greater detail
Assessment: If your application is successful at this stage, we’ll ask you to complete an online Situational Judgment Test to explore your alignment to the Barclays Values and Competencies. Your recruiter will be able to provide further information about the test

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Technical Support Manager Resume Examples & Samples

Technical Support Manager Resume Examples & Samples

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Technical Support Manager Resume Examples & Samples

Technical Support Manager Resume Examples & Samples

Technical Support Manager Resume Examples & Samples

Technical Support Manager Resume Examples & Samples

Technical Support Manager Resume Examples & Samples

Technical Support Manager Resume Examples & Samples

Technical Support Manager Resume Examples & Samples

Technical Support Manager Resume Examples & Samples

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Technical Support Manager Resume Examples & Samples

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