Manager, Product Support Resume Samples

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A Denesik
Armand
Denesik
3404 Ullrich Plain
Detroit
MI
+1 (555) 261 4961
3404 Ullrich Plain
Detroit
MI
Phone
p +1 (555) 261 4961
Experience Experience
Philadelphia, PA
Manager Product Support
Philadelphia, PA
Walsh Inc
Philadelphia, PA
Manager Product Support
  • Create/improve operations key indicators (KPI) and quality assurance measures by monitoring and reporting performance at established intervals
  • Oversees and manages efforts to improve existing processes and develop new processes to increase work efficiencies and customer satisfaction
  • Candidate provides direction to subordinates using established policies and precedents. Reviews established work flow for adequacy in meeting objectives
  • Assign work schedules; manage day to day workflow and operating costs
  • Ensure that operational policies, procedures, workflows and reporting formats for product line are established and maintained
  • Interfaces with customers, developer and supplier management to ensure products, services and processes are in place to meet customer expectations
  • Establishes and maintains systems that provide answers to common questions and problems
Detroit, MI
Manager, Product Support
Detroit, MI
Pfannerstill Inc
Detroit, MI
Manager, Product Support
  • Provide leadership and management to technical support staff through selection, performance management, developing, mentoring, coaching, etc
  • Analyze performance through various statistical and reporting methods and make recommendations on how to improve performance
  • Develop, implement, and monitor Product Health improvement performance objectives
  • Implement methodologies to improve first call resolution, set expectations, manage customer perceptions, and build strong internal relationships
  • Providing day-to-day work directions within the Technical Support Centre to ensure World Class Support Service delivery
  • Employing extensive systems knowledge to developing technical support processes to aid performance and efficiency within the Technical Support Centre
  • Help develop process around continuous improvement in Support
present
Phoenix, AZ
Manager Product Support Wheel Loaders & Articulated Haulers
Phoenix, AZ
McGlynn-Dietrich
present
Phoenix, AZ
Manager Product Support Wheel Loaders & Articulated Haulers
present
  • Motivating Others
  • Developing Direct Reports & Others
  • Secure we are driving the correct product development activities to improve quality
  • Drive for result
  • Guide the team to secure a good and trustful communication with EMEA dealers as well as other Volvo CE departments
  • Take active part in the development of the EMEA as well as the Global processes within the Product Support area
  • Set and follow up the financial budget for all WL and AH Technical Support personnel
Education Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
Towson University
Bachelor’s Degree in Business
Skills Skills
  • Develop strong cross-functional partnerships across Facebook (Sales, Product, Product Marketing, Product Quality and Engineering)
  • Strong problem solving skills. Ability to accurately define problems, identify relevant factors and develop sound solutions
  • Good organizational skills with the ability to handle multiple concurrent activities and to work successfully under pressure
  • Strong technical knowledge of English
  • Excellent customer service skills including the ability to diffuse tense situations
  • Quality Resolution process knowledge
  • Teamwork and Cooperation; Able to build and maintain strong relationships with all partners
  • Desire to increase base of knowledge through increased training and education
  • Basic Project Management Skills
  • VW product knowledge
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15 Manager, Product Support resume templates

1

Manager, Product Support Resume Examples & Samples

  • Manages end to end processes for all registered and non-registered plans and investment products with a continuous improvement, lean thinking mindset focused on enhancing operational efficiciencies, maximizing customer benefits and increasing competitive value
  • Drawing on deep product and process expertise, provides effective day to day operational and leadership to MFRP Service Centre offering sound advice and counsel on process efficiency / effectiveness, risk management/mitigation, customer care opportunities, process engineering, and problem management/resolution
  • Acts as primary contact for the Investments Business Unit and as the operational contact for other internal partners such as RMFI Compliance, Tax Advisory Group, Head Office Law Group, as well as external groups such as federal and provincial governments. Works closely with the BU Product Managers to evaluate product delivery effectiveness, engaging other internal partners as needed in order to ensure appropriate processes are in place to meet internal policy and regulatory / compliance requirements and to minimize operational risk
  • Acts as MFRP Operations Lead on all Project Delivery initiatives, representing MFRP in project discussions/decision, ensuring the centre’s interests and concerns are tabled and addressed in order to minimize operational impact with implementation. The incumbent participates and contributes to gap analyses, requirements gathering, development and review of detailed business specifications, contributes to process engineering and system design/development, coordinates and leads analysis of FTE impacts, oversees training of centre staff, participates in UAT and PIV, and ensures all process documents are fully updated andpublished as required prior to implementation
  • Leads on assigned initiatives, delivering high quality, effective, efficient, and compliant process changes and/or enhancements for timely and problem free implementation, providing support as needed and sharing accountability for outcomes with partners. Assignments range in size, scope, complexity, duration, and ugency, and activities and key deliverables may vary with each project
  • Produces detailed documentation (process maps, analysis, business requirements, idea creation etc) as needed for assigned initiatives
  • Proactively identifies operational improvements and efficiency opportunities, leverages best practices, and looks for standardization and consistency, in pursuit of cost reduction, process optimization and risk mitigation
  • Leads or assists with the coordination of regulatory audits by external governing bodies such as ESDC, CRA, MFDA etc and leads remediation efforts to address any noted operational deficiencies; this may include the engineering and implementation of procedural changes, interim workarounds and/or coordination of clean-up activities
  • Leads the investigation and resolution of complex, high impact system issues or process gaps, coordinating and chairing discussions with cross functional teams, formulating and recommending interim workarounds and long term solutions, and coordinating and overseeing the execution of remediation plans as necessary
  • Contributes to the management of Problem Tracking Records (PTRs) and System Change Request (SCR) lists on behalf of the Business Unit. This includes coordination of monthly meetings for purposes of prioritization and follow up of PTR records, development of or assistance with idea creation documents or preliminary assessments (SCRs), cost estimates and general support as needed
  • Expert level knowledge of Investment products, processes and systems
  • Strong problem solving skills. Ability to accurately define problems, identify relevant factors and develop sound solutions
  • Good organizational skills with the ability to handle multiple concurrent activities and to work successfully under pressure
  • High level of initiative and motivation, with a proven ability to work autonomously
  • Strong written and oral skills including report writing, process mapping and presentation skills
  • Impact and Influence; Ability to negotiate solutions
  • Teamwork and Cooperation; Able to build and maintain strong relationships with all partners
  • Technologically self-sufficient – Excel, Word, Power Point and Visio
  • Basic Project Management Skills
2

Manager, Product Support Resume Examples & Samples

  • Represents customers, technicians, Dealers, and the market organization as their principle advocate addressing issues of vehicle quality, reliability, functionality, and satisfaction in the areas of Body/HVAC Systems
  • Assumes model line responsibility for quality issues for assigned vehicles in the Quality Solving Process within the applicable Factory
  • Represents the market and market needs with respect to Body/HVAC Systems to maximize product quality and dependability, resulting in continuous improvement of our products and reduction of warranty claim rates
  • Improves the market acceptance and desirability by reducing or eliminating unscheduled service visits and repeat repairs
  • Leads Technical Bulletin process and measures results
  • Monitors export quality of all US-Built products within assigned model lines
  • Bachelor’s Degree in Engineering, Automotive Technology, or equivalent
  • Master’s Degree in Engineering or Automotive Technology
  • 7-10 years automotive related experience
  • 5-7 years demonstrated leadership/supervisory experience
  • VW product knowledge
  • Technical familiarity with Volkswagen products, market positioning, and competitive manufacturers
  • Quality Resolution process knowledge
  • Technical Service expertise
  • Significant professional years of relevant engineering/technical experience with VW/Audi or other OEM
  • Volkswagen technical training
  • German and Spanish language skills
  • International working experience and understanding of cultural differences
  • Strong technical knowledge of English
3

Manager, Product Support Resume Examples & Samples

  • Improve Advertiser satisfaction by developing a global triage strategy to drive down bug reports and end-to-end resolution time, reducing product confusion by Sales and end-advertisers
  • Lead a team of Product Specialists across multiple offices
  • Develop strong cross-functional partnerships across Facebook (Sales, Product, Product Marketing, Product Quality and Engineering)
  • Identify trends and key insights to drive impact to team goals, including user experience, bottom-line revenue, and operational efficiency
  • Build empathy and passion for the advertiser experience through partnership with Product and Engineering
4

Senior Manager, Product Support Resume Examples & Samples

  • Management of a technical support team working with multiple product offerings
  • Accountable for daily oversight to ensure business operational success of the support teams
  • Responsible for enforcing existing policies and procedures as well as developing new improvements to them
  • Serves as a reliable escalation point for internal and external resources to turn to when issues arise
  • Accountable for developing and maintaining a knowledgeable and capable staff of analysts
  • Directly or indirectly manages supporting resources for the team
  • Reliably communicates initiatives and issues up and down the management chain
  • Coordinates work efficiently and effectively inside and outside of team
  • Drives team to achieve goals and service level commitments
  • Must embrace and excel at managing through a changing environment
  • Undergraduate degree or equivalent experience
  • 3+ years of strong management experience in operations
  • 3 + years work experience in a technical field
  • Experience handling customer escalations effectively
  • Experience with a customer ticketing system
  • Strong leadership abilities to influence a wide array of resources
  • Ability to adapt and drive change within a team
5

Manager, Product Support Resume Examples & Samples

  • Oversee teams as they work with AGCO Engineering and Manufacturing to identify and correct product reliability issues
  • Ensure all relevant technologies are being utilized and integrated into the business of product health teams
  • Resolve staffing issues including new hires, disciplinary actions, and terminations
  • Assign, measure, monitor, and review team member yearly performance objectives
  • Provide oversight of team member performance enhancement actions
  • Carry out coaching and training actions required to improve team member performance
  • Coordinate between support sites to manage the product health teams and processes
  • Improve SOURCE Knowledge Object (KO) quality through feedback corrections, quality improvement activities, knowledge engineering, and team development and training
  • Develop, implement, and monitor Product Health improvement performance objectives
  • Manage daily activities of the Product Health functional area
  • Develop, evolve, and maintain SOURCE and Warranty reports
  • 5+ years of mechanical technical support experience
  • 10+ years of experience working with mobile equipment
  • 3+ years of supervisory or management experience
  • Bilingual (French, Spanish, German, English)
  • 1+ years of Agricultural or Agronomy experience
  • Masters Degree or PhD
6

Manager, Product Support Engineering Resume Examples & Samples

  • Responsible for repair production engineering support with respect to testing methods, procedures and problem resolution
  • Provide technical and process oversight for ensuring repair engineering requirements are met to include production quantities, bad actor resolution, and production schedule performance
  • Responsible for developing task schedules, as well as participation in process analysis and optimization, risk analysis, and production metric evaluations is required
  • Staffing responsibilities include participation in the performance review process, management of personnel, ensuring that personnel with the appropriate skills and experience are utilized and may include personnel recruitment
  • Serve as liaison between Northrop Grumman and the USAF depot partner
  • Bachelor's degree in Systems, Mechanical, Electrical, Electronics or Computer Engineering, or related degree
  • 10+ years of engineering experience, 8+ years with a Master's, or 5+ years with a PhD; 4 additional years of repairing or testing Military Avionics equipment experience in lieu of degree may be considered
  • Ability to mentor, provide career guidance and coaching, and to lead others
  • Ability to prioritize multiple responsibilities and/or accomplishing them simultaneously
  • Prior management experience
  • AAQ-24 depot repair experience
  • Active DoD clearance
7

Manager, Product Support Resume Examples & Samples

  • Implement methodologies to improve first call resolution, set expectations, manage customer perceptions, and build strong internal relationships
  • Analyze performance through various statistical and reporting methods and make recommendations on how to improve performance
  • Build a qualified help desk team through innovative hiring and training techniques
  • Act as an escalation point for all client and internal issues
  • Organize weekly team meetings
8

Manager, Product Support Resume Examples & Samples

  • Minimum 5 years of work experience
  • Team Leadership and Facilitation
  • Drive for results
  • Perseverance
  • Learning / change agility
  • Process Management / Continuous Improvement
  • Business data collection and analysis
  • Organizational awareness
  • Risk management
  • Planning
  • Written communications
  • Managing through systems
9

Senior Manager, Product Support Resume Examples & Samples

  • Ideally degree qualified or equivalent business qualification
  • Technical or Product Support related knowledge and experience would be beneficial but not essential
  • Demonstrable success in leading and managing people including coaching and developing people. Experience across different geographies and cultures would be ideal
  • Practiced in resource management and planning with strong commercial acumen
  • Successful leadership of a multi-channel customer service or product/technical support environment
  • Experience of process development and improvement
  • Be a strong leader self motivated with open clear communication skills both written and verbal
  • Adaptable and prepared to question the status quo and challenge processes and look to implement improvements based on the company approved methodology
  • Ability to speak and communicate in English fluently. Ability to communicate in another European language would also be an advantage
  • Success in driving change with evidence of challenging the status quo to deliver an improved customer service experience
  • Working Conditions
  • IND-EMEA
10

National Manager Product Support Resume Examples & Samples

  • Provide expertise and guidance in operations product-related processes and procedures by supporting business objectives related to product line Quality initiatives
  • Ensure that operational policies, procedures, workflows and reporting formats for all product lines are established and maintained
  • Serve as a product consultant and point of escalation for all Product Lines support issues
  • Share knowledge and best practices with team, customers, and other groups, including documentation and training
  • Create and support development of timely corrective actions to all product lines issues in operations by conducting operational training
  • Compile and prepare accurate and timely reports of data analysis in documenting variances, for product lines and improve overall operations performance analyze and general ledger
  • Improve processes directed toward reducing costs, improving cycle time, increasing sales/gross profit, and enhancing customer satisfaction
  • Manage projects
  • Perform other duties as assigned or necessary
  • Minimum of 3 years project management experience
  • Minimum of 3 years experience developing and implementing process improvements in a high-speed environment
  • Minimum of 2 years experience with Microsoft Office
  • Strong project management skills and the ability to effectively manage competing priorities and duties in a deadline driven environment
  • Solid knowledge of all lines business and the customer’s business environment
  • Ability to make strong contributions as an individual and team player
  • Excellent written, interpersonal/communication and presentation skills
  • Outstanding detail-orientation and organizational skills
11

Manager, Product Support Resume Examples & Samples

  • Provide leadership and management to technical support staff through selection, performance management, developing, mentoring, coaching, etc
  • Establish and manage goals, processes, and business KPIs regarding the performance of team in order to optimize customer satisfaction and the customer experience through efficient and timely issue resolution
  • Responsible for employee development to meet the requirements and needs of the customers. Continuously identify areas for improvement in the areas of knowledge, process and employee soft skills
  • Build relationships cross-functionally with key stakeholders such as R&D, Sales and Professional Services organizations, and take ownership of opportunities to improve the customer experience, including customer escalations
  • As required, customers may request that additional checks be conducted on Verint employees. Verint reserves the right, consistent with applicable law, to require employees in certain positions to undergo background checks periodically or as needed base on our customer’s requirements
12

Manager, Product Support Resume Examples & Samples

  • Management of departmental budget and budget variances
  • Maintain liaison with all divisions to keep abreast of policy and procedure changes
  • Ensure service level agreements are met or exceeded
  • Represent the department on task forces and cross-functional teams
  • Oversee daily center operations as well as selection of staff
  • Supervise subordinates and perform formal reviews
  • Assist, guide, and train subordinate personnel in their assigned functions
  • Review changes to existing procedures for user operating manuals
  • Monitor and review Support programs used to measure department performance
  • Minimum of 6 years experience managing a technical support operation
  • Minimum of 4 years supervisory experience
  • Must have a good grasp of a variety of operating environments, including but not limited to DOS, Windows, Windows 95
  • Thorough knowledge of the property management industry highly preferred
  • Self-motivated and goal oriented
  • Ability to multi-task and deal with a variety of unrelated issues at the same time
  • Good working knowledge of Word, Excel and PowerPoint for presentations and reports required
  • Ability to work with people in all levels of the organization
  • Excellent customer service skills including the ability to diffuse tense situations
  • Demonstrated ability to lead and develop others
  • Desire to increase base of knowledge through increased training and education
  • Patience and tolerance
  • Ability to work extended hours when necessary
  • Occasional travel (approx 10%)
13

Manager, Product Support & Repair Resume Examples & Samples

  • Leadership over a team of 10 Biomed specialists that provide customer support, field service, and technical training on a variety of medical devices Leadership from a technical service perspective for the completion of RFPs
  • Responsible for the harmonization and the development of service offerings for the various products and the development of policies and procedures for the Technical Service
  • Manage the activities and assure successful execution of the projects in which team involvement is required. They will be involved in the communication with different departments at Cardinal Health Canada and provide frequent and consistent information on the operations
  • Responsible for the results and the budget of the team as well as maximizing service contract revenue
  • A solid understanding of the regulatory requirements for medical is a requirement as well as experience in planning and executing corrective actions
  • Responsible for management of Customer Care and Warehousing functions at NTSC
  • Act as a liaison between Quality, customer, Distribution, Supply Chain, Marketing, Sales, and Finance
  • Accountable for employee compliance with established internal policies and procedures
  • Develop departmental budgets, revenue plans and key imperatives. Proactively pursues innovative ways to manage the business
  • 10 - 15 years of Biomedical Engineering experience
  • 5 plus years of management experience
  • Degree or Diploma in Biomedical Engineering
  • Solid understanding of the regulations for medical devices
  • Experience in a commercial environment required
  • Excellent communicator and presenter
  • Proven relationship building skills
  • Highly energized and motivated
  • Bilingual, an asset
  • Experience with a variety of medical device required
14

Manager Product Support Resume Examples & Samples

  • Candidate will be responsible for daily operations of a team or work unit. Directly supervise staff of maintenance personnel
  • Assign work schedules; manage day to day workflow and operating costs
  • Candidate responsibilities include: cost, schedule, and technical performance affecting all aspects of maintenance performance on contract deliverables
  • Candidate provides direction to subordinates using established policies and precedents. Reviews established work flow for adequacy in meeting objectives
  • Candidate monitors work operations of exempt and/or non-exempt employees on a daily basis and actively assists or provides direction to subordinates as required
  • Candidate may perform, especially in staff or professional groups, on-going operational tasks of organizational groups
  • Executes department procedures that typically affect individual employees within own department
  • Applicants should have a complete understanding of ground support equipment maintenance operations
  • Demonstrated interpersonal and organizational skills as well as oral and written communication skills are required
  • Candidate requires experience with managing proposal processes and documentation completion to include forecasting requirements of goals and operations
  • Candidate must have experience with EVMS and budget advice variances
  • Candidate must have experience with testing, validating and verifying powered Ground Support Equipment operations including; all aspects of maintenance, inspections, servicing, quality assurance
  • Candidate must have experience monitoring the accuracy of maintenance data and training materials. Candidate must have experience with testing, validating and verifying, Non-powered Ground Support Equipment operations including; all aspects of maintenance, inspections, servicing, quality assurance. Candidates require a thorough knowledge of special purpose vehicles, special test equipment and supply support
  • Candidate must have complete understanding of all logistic elements, supportability, maintainability and logistics support analysis. Manage and review site survey results and formulate specific recommendations for spare/repair parts and support equipment
  • Supervises and controls asset positions of customer inventories. Applicant will exhibit the use and/or application of maintenance principles, theories, and concepts to supervise maintenance shop operations. Have knowledge of industry practices and standards
  • Candidate must be an expert with support equipment as well as other common systems. Supervise, monitor and audit data entry for maintenance database
  • Manages review process for released engineering data and coordinates changes with engineering, quality, support, and engineering data control activities
15

Manager, Product Support Resume Examples & Samples

  • Act as primary point of contact for select distributors and their Commercial Parts Managers or Commercial Parts Sales personnel in the following areas
  • Knowledge of commercial HVAC products or parts required
  • Leadership or supervisor experience required
  • Experience with the quoting process, including researching, analyzing, reading and interpreting blueprints and drawings, and providing timely responses
  • Experience with pricing a plus
  • Experience with the following Carrier systems preferred: Sales-Force CRM, C10 & EPIC
  • Customer service experience a plus
  • Ability to work autonomously a well as with internal teams to solve problems
  • Focused on results and outcomes
  • Strong organizational skills; ability to manage multiple projects and priorities with a sense of urgency
  • Follow-up and follow-through skills
  • Strong communication skills including the ability to interact with suppliers, customers & internal departments (Engineering, Product Management, Customer Service, e.g.)
  • Mathematical aptitude to accurately calculate gross margin, e.g
  • Demonstrated ability to implement process improvements and track results
  • Proven problem solving ability
  • Proficiency in Microsoft Office, especially Excel and Access
16

Manager Product Support Resume Examples & Samples

  • Manages the support of customers encountering problems using the company's products
  • Manages subordinate supervisors and representatives that are answering customer inquiries, primarily over the telephone but also in writing
  • Establishes and maintains systems that provide answers to common questions and problems
  • Reports new or recurring problems to design departments
  • Ensures representatives are properly trained when old products are upgraded or new products are released
  • Manages the activities of product/service support groups through subordinate supervisors; includes responsibility for meeting budget objectives, planning/coordinating staff activities, setting departmental goals, etc
  • Oversees and manages efforts to improve existing processes and develop new processes to increase work efficiencies and customer satisfaction
  • Interfaces with customers, developer and supplier management to ensure products, services and processes are in place to meet customer expectations
  • Problem resolution management
  • Procures and manages resources necessary to consistently deliver negotiated service level agreements
17

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

  • Performance of the Support team in terms of response times, quality and availability
  • Secure we are driving the correct product development activities to improve quality
  • Take an active part, together with the team, in the Technical Goodwill discussions with our dealers. Also closely monitor the Goodwill spending and secure it is within approved authorization levels and budget
  • Guide the team to secure a good and trustful communication with EMEA dealers as well as other Volvo CE departments
  • Take active part in the development of the EMEA as well as the Global processes within the Product Support area
  • Set and follow up the financial budget for all WL and AH Technical Support personnel
  • Developing Direct Reports & Others
  • Integrity
  • Communication
  • Commercial knowledge
  • English
  • Technical and/or Commercial University degree and/or corresponding working experience
18

Manager, Product Support Resume Examples & Samples

  • To support product and marketing teams in identifying solutions to support product changes and campaigns that require product maintenance
  • To identify root causes, build business plans and implement changes with a project management methodology
  • To prioritise, execute and deliver product maintenance and change activities
  • To research, develop, promote and implement effective and efficient business solutions to ensure best practice
  • To develop and implement marketing campaigns to drive business growth and meet business targets
  • To ensure that appropriate actions are taken to resolve all business issues (customer, process, and financial) , and to implement measures to avoid re-occurrence
  • People management, including the scheduling and prioritisation of activities and tasks
  • To manage telesales campaign setup end to end process and make sure the functionality works as expected
  • To support Vendor management teams with test file creations for changes to credit card statements and card carriers
  • To manage business incident process for all of Cards and Loans. Ensure stakeholders are adequately informed for all critical incidents
  • To establish and maintain close relationships with key stakeholders within the company to ensure that existing and proposed business solutions are aligned with broader companywide strategies
  • To manage new system enhancements end to end from requirement gathering to implementing the changes. This includes UAT testing
  • To manage monthly rainbow releases which includes assigning task to team members, providing regular updates to key stakeholders, ensure thorough testing is done before providing sign-off
  • To manage and maintain system parameters for all Cards and Loans products
  • To support and manage end to end marketing campaigns for special promotions such as Top of Wallet spend campaigns
  • Conducting post implementation reviews to evaluate performance, and to identify “lessons learned” and process improvements required
  • Developed ability to reason conceptually and solve complex business problems through input of suitable business solutions
  • Demonstrated understanding of project management principles
  • Demonstrated experience as a project manager with capability to manage projects of varying duration and complexity
  • Demonstrated experience in management reporting
  • Leadership qualities that provide the ability to lead and motivate a team, define and communicate priorities and targets to ensure that work is completed in accordance with agreed performance standards and timeframes
  • Ability to meet the challenge of functioning in an organisation undergoing constant and rapid change
  • Ability to effectively multi task under pressure and in a high paced environment
  • Positive and results orientated attitude
  • Strong MS Word, Excel, PowerPoint, Project and Visio skills. MS Access desirable
  • Previous experience in a similar role
19

Senior Manager, Product Support Resume Examples & Samples

  • Analyzes, evaluates and presents information concerning factors such as business situations, production capabilities, manufacturing problems, economic trends and design and development of new products for consideration by other members of management team
  • Suggests and debates alternative methods and procedures in solving problems and meeting changing market opportunities
  • Cooperates with other top management personnel in formulating and establishing company policies, operating procedures and goals
  • Develops initial and subsequent modifications of product assurance program to delineate areas of responsibility, personnel requirements and operational procedures within program
  • Evaluates contents of reports from product assurance program department heads and confers with top management personnel preparatory to formulating fiscal budget for product assurance program
  • Conducts management meetings with product assurance program department heads to establish, delineate and review program organizational policies, to coordinate functions and operations between departments, and to establish responsibilities and procedures for attaining objectives
  • Interface with customers on technical/quality issues and improvement initiatives
  • Responsible for managing customer audits and regulatory/compliance agency audits
  • Reviews technical problems and procedures of departments and recommends solutions to problems or changes in procedures
  • Visits and confers with representatives of material and component vendors to obtain information related to supply quality, capacity of vendor to meet orders and vendor quality standards
  • Confers with engineers about quality assurance of new products designed and manufactured products on market to rectify problems
  • Reviews technical publications, articles, and abstracts to stay abreast of technical developments in industry
  • Demonstrates expert functional, technical and people and/or process management skills as well as customer (external and internal) relationship skills
  • Demonstrates detailed expertise in very complex functional/technical area or broad breadth of knowledge in multiple areas; understands the strategic impact of the function across sites
  • Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents
  • Ability to respond to common inquiries or complaints from customers, regulatory agencies or members of the business community
  • Ability to write speeches and articles for publication that conform to prescribed style and format
  • Ability to effectively present information to top management, public groups and/or boards of directors
  • Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry
  • Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations
  • Ability to define problems, collect data, establish facts and draw valid conclusions
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
20

Manager Product Support Resume Examples & Samples

  • Recruiting and retention
  • Training
  • Career guidance and goal-setting
  • Performance evaluations
  • Compensation evaluations and coordination
  • Policy dissemination and communication
  • Workload planning/forecasting
  • Process development and maintenance
  • Development and implementation of departmental vision and strategies
  • Bachelor’s degree in STEM, English, or Management, plus 7 years of experience (or Master’s degree plus 5 years of experience) in STEM or program/project management
  • Demonstrated ability to lead and motivate diverse teams
  • Active Department of Defense (DOD) Secret clearance
  • Expert-level knowledge of the roles, responsibilities, and underlying methods necessary to develop technical data and/or training products
21

Manager, Product Support Purchasing Resume Examples & Samples

  • Provide leadership, direction and supervision of the production support buying function to accomplish the appropriate availability of purchased materials and services from the production supply base
  • Identify capability levels and training needs of the product support purchasing personnel and subsequently develop their capabilities through direction, coaching, delegation and appropriate training
  • Track the supplier’s performance indicators, based on their scorecards and rankings, to facilitate and develop the supply base’s ability to consistently meet or exceed our defined expectations
  • Routinely manage the communication of performance to the supply base and internal personnel to insure the proper use of suppliers based on performance
  • Manage the regular and daily activities to facilitate and develop the supplier’s ability to support Nordson’s Lean manufacturing principles and problem avoidance processes through the use of best in class quality, delivery and lead-time performance processes
  • Support the materials management group in the evaluation of component level inventory, demand patterns and product flow based on customer requirements, distribution center requirements and manage supplier capabilities, commodity lead times, and logistics costs to source materials at the total lowest cost
  • Drive key performance indicators for supplier delivery lead-time, direct material cost reduction (YOY) and quality improvement at the supply-base
  • Direct, coordinate and / or facilitate critical purchase part corrective actions with the responsible buyer(s), supplier personnel and other Nordson management, as necessary. Report on the status of corrective actions, as required, to manufacturing, business group and executive management
  • Support and utilize the Strategic Group’s activities and direction on supplier development, risk management, reduction and consolidation
  • Support and coordinate with, the Strategic Group’s new product activities and direction to optimize the transition from new product development to production
  • Direct and facilitate the routine use of world-class procurement policies, procedures and technology for all Nordson purchasing groups, in your area of responsibility. The execution of these activities should help create a best-in-class procurement organization
  • Direct the maximized use of e-procurement and automated processes (user sites, supplier website, automation of transactions) to optimize the effectiveness and efficiency of our regular procurement processes and transactions
  • Management experience is required
  • Experience working with outside vendors with supply chain knowledge strongly preferred
  • Minimum of 3-5 years of experience in an exempt position within a manufacturing/business environment is required
  • Project management experience is required
  • Experience in an industrial manufacturing environment is required
  • Technical experience is preferred
  • Strong personnel delegation, development and coaching skills
  • Requires understanding of major commodities, supply markets and technical products
  • Fundamentally sound in all aspects of the function, including financial modeling and analysis, value and cost analysis, etc
  • A balanced professional capable of seeing the big picture while managing the details
  • Motivated by results
  • Ability to drive aggressive implementation plans and schedules
  • Problem solve and handle multiple tasks effectively
  • Proficiency with MS Office applications: Word, PowerPoint, Excel, SharePoint
22

Manager, Product Support Resume Examples & Samples

  • Managing and coordinating a team of Technical Support and Customer Service Coordinators
  • Providing day-to-day work directions within the Technical Support Centre to ensure World Class Support Service delivery
  • Supporting the organisation’s security and data protection policies, with emphasis on the protection of sensitive customer information
  • Working closely with Support Management to ensure that Case Backlog, Response, Resolution times and other critical Support Services KPIs are managed within defined and published targets
  • Working closely with technical support staff to enhance overall performance. Analysing performance, highlighting problem areas, implementing projects for improvements
  • Employing extensive systems knowledge to developing technical support processes to aid performance and efficiency within the Technical Support Centre
  • Take ownership of setting up regular meetings, training and counselling sessions for all direct reports, soliciting feedback from stakeholders on operations and requirements
  • Contributing to team meetings, offering suggestions and ideas to underpin key success factors
  • Responsibility for developing and maintaining positive relationships with customers (management and staff) and ensuring high level of satisfaction with technical support services
  • Working with the Professional Services group to ensure Customers are appropriately transitioned to Support
  • Responsible for annual reviews, goals and development plans of direct reports
  • Provide standby, public holidays cover and after hour service as needed to meet business requirements
  • A strong Customer Service Management track record with at least 5 years’ experience in a similar role, ideally from an Enterprise Support Centre background, with demonstrated management techniques and technical support process methodologies
  • Staff management and development experience including performance and incentive planning, people management, leading, motivating and supporting a team
  • Case management skills including ongoing and proactive workforce planning based on call volumes, staff outages, escalations etc
  • Exceptional communication skills, verbal and written with a strong attention to detail
  • Ability to diagnose or understand customer’s technical problems/requirements and devise a suitable technical solution
  • Proven ability to understand and drive customer satisfaction key motivators
  • Demonstrated ability to interface directly with customers on a wide range of technical and operational issues
  • High level of competency within a Windows Operating and Application environment
  • Operational statistical analytical ability using applications such as Excel etc
  • Related IT degree/ related field preferred or minimum 5 years work experience in like field
23

Manager Product Support Resume Examples & Samples

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