Service Support Resume Samples

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DB
D Boyle
Donato
Boyle
20049 Sanford Trafficway
San Francisco
CA
+1 (555) 631 9794
20049 Sanford Trafficway
San Francisco
CA
Phone
p +1 (555) 631 9794
Experience Experience
10/2016 present
Chicago, IL
Product Specialist, Digital Service & Support
Chicago, IL
Product Specialist, Digital Service & Support
10/2016 present
Chicago, IL
Product Specialist, Digital Service & Support
10/2016 present
  • Develop weekly status dashboard for management and executive team, providing key insights in chat behaviour and unresolved enhancements in the queue
  • Define clear KPI’s with each initiative and work with analytics and reporting teams during all stage of product development
  • Develop and maintain a working relationship with all internal stakeholders (other Business team) as well as external ones (platform vendors, competition)
  • Determine Key Performance Indicators to track the impacts of the self-serve initiatives across all channels
  • Practice digital thought leadership, Agile methodology, and change management processes
  • Track and measure efficiency & delivery of all initiatives (impact on business and customer satisfaction) against established targets
  • Intake & manage requests for BAU changes from various cross-functional teams
01/2014 05/2016
Philadelphia, PA
Commercial Service Support Specialist
Philadelphia, PA
Commercial Service Support Specialist
01/2014 05/2016
Philadelphia, PA
Commercial Service Support Specialist
01/2014 05/2016
  • Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification
  • Act as extended staff of businesses’ commercial team to assist them with maintaining accurate data in all relevant systems
  • From Customer onboarding (Customer Master), through Installed Base Management, preparation of price proposals and service contracts to various sales reporting, the team provides solutions for GE businesses in various domains (fields)
  • Ensures that each request related to commercial operations is documented, compliant with established business controls and is processed in a timely manner
  • Perform daily invoicing tasks by either sending out invoices via mail, fax, email, or billing through customer’s web-based billing system
  • Handle partners’ requests, and provide them with the necessary support
  • Update and maintain project order details based on purchase order and other documentation provided by business team
12/2007 08/2013
Chicago, IL
Service Support Engineer
Chicago, IL
Service Support Engineer
12/2007 08/2013
Chicago, IL
Service Support Engineer
12/2007 08/2013
  • Perform first tier trouble-shooting and alarm validation
  • Front line people performing all the functions of the 'Customer Helpdesk' role and additionally providing in-depth technical support to customers through network or equipment monitoring, localisation and remote repair
  • Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)
  • Providing second level support for customer issues raised by customer care
  • Using our ticketing system, handle the resulting incidents or service requests
  • Triage/ Reproduce customer issues and provide the best resolution
  • Escalate service issues to internal technology and/or partner vendors
Education Education
Bachelor’s Degree in Cost Efficiency
Bachelor’s Degree in Cost Efficiency
Southern Illinois University Carbondale
Bachelor’s Degree in Cost Efficiency
Skills Skills
  • Entrepreneurial mindset (DBS P&L knowledge)
  • Experience in 1 or more industries and the industry the customer belongs to (core processes and trends of the industry)
  • Experience in Value Management and Realization
  • Experience to sell and deliver customer engagements
  • Knowledge of the strategic and operational issues of engagement management, program management and project management
  • Strong knowledge of SAP’s Digital Transformation Strategy, our Service and Support offerings (e.g. Premium Engagement, Max Attention, Value Assurance Packages)
  • Liaison and consultative skills: negotiating skills within a context of political sensitivity and conflicting interests
  • Strong writing, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets
  • Senior stakeholder management
  • Proficiency in key program management knowledge areas of Program Management Lifecycle, Benefits Management (Value Management), Program Governance, Stakeholder Management
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15 Service Support resume templates

1

Infrastructure Service Support Resume Examples & Samples

  • Provide analysis to assist with understanding of capacity supply and demand across all IaaS solutions; focusing primarily on VSI-P/VSI
  • Performing the day to day capacity approval/planning activities
  • Identifying capacity forecast needs that ensure accurate management updates
  • Be responsible for producing management reporting across the IAAS space
  • Explore unique and lateral methodologies to contain the IaaS (VSI-P/VSI) footprint and cut infrastructure costs
  • Provide team SME's cover and assist with delivery of Business Case analysis to support purchase requests
  • Minimum 3 - 7 + years experience in an Infrastructure role; preferably in a virtual service environment
  • Must have the ability to be proactive with a strong bias for action, be naturally inquisitive, and have bias for continuous improvement of practices and processes
  • SQL Knowledge a plus
  • Supply Chain knowledge a plus
  • Capacity Planning and/or Capacity Management is preferred
2

Institutional Sales & Service Support Resume Examples & Samples

  • Bachelors/Associates Degreepreferred or 3 years sales support/financial services support
  • General knowledge of Investmentproducts, services and organization
  • Good understanding of businessapplications and industry standards
  • Minimum5 years’ experience in a professional support function
  • Advanced Technical skills (Excel,PowerPoint, Word, Outlook, Adobe Professional, SharePoint)
  • Detail oriented, well organized,and able to manage time and ability to accomplish a variety of tasks, oftenwith conflicting priorities and timelines
  • Strong verbal and writtencommunications skills
  • Keen sense of detail
  • Team player with stronginterpersonal skills
  • Detailand process oriented
  • Strongproject management skills; Able to start any project and see it through to asuccessful result
  • Senseof ownership, strong sense of urgency Independent thinker
3

Am-infrastructure Service Support Director Resume Examples & Samples

  • Manage a staff of 4 people with responsibility for project reporting and governance as well as financial reporting
  • Ensure generation and distribution of weekly and monthly reports on project portfolio status
  • Lead the creation of the initiative budget
  • Create project artifact templates and audit completion of templates for in scope projects
  • Establish team benchmarks, processes and priorities
  • Ensures projects are completed in accordance with corporate guidelines
  • Look for efficiencies and opportunities to introduce automation
  • Create a culture where staff feels empowered to make decisions, drive change, and suggest innovative ideas
  • Build relationships with supporting organizations and including GTI and Finance
  • Partner with sister PMOs organizations in GWM, IM and AM to leverage a common toolset, processes and reporting
  • Responsible for coaching and mentoring staff members
  • Ability to think big picture; view issues and situations with a broad perspective
  • Advanced knowledge of Project Management and Business Analysis
  • Advanced knowledge of Project Management and Business Analysis tools including Presentation, Word Processing, Spreadsheet & Planning Tools (exp. MS Word, PowerPoint, Excel, MS Project & Visio)
  • Excellent time management skills
  • Ability to work under pressure and within tight deadlines
  • Executive Level Communication (written and verbal)
  • Advanced PMO Certification; a Plus
  • Advanced Level Education within the Technology, Business &/or Management disciplines
4

Am-infrastructure Service Support Director Resume Examples & Samples

  • Architecture and Engineering
  • Cyber Security & Data Privacy
  • Distributed Computing
  • Infrastructure Solutions Management
  • Implementation Management
  • Program Management
  • Lead the effort to unite region specific SA groups into a single globalized organization and identify synergies as the teams merge
  • Oversee the performance and condition of all servers; ensuring they adhere to firmwide standards while meeting or exceeding the expectations of our clients
  • Analyze existing processes, identify inefficiencies and design a plan for remediation
  • Oversee and report on elements within the organization that could be improved upon, removed or replaced; including management reporting and metrics
  • Implement and ensure global consistency in server builds across AM worldwide
  • Implement and ensure a globally consistent support model – enhancing AM’s 24x7 support model
  • Implement and ensure enhanced automation in all facets of server builds, support, capacity management, and monitoring – partnering with peer teams to achieve
  • Coordinate resources including staff and equipment to implement the improvement and remediation plans
  • 7+ years of infrastructure technology management experience
  • In depth understanding of Windows and Unix operating systems
  • Experience in executive level communications
  • Proven strategic and organizational know-how
  • Exceptional time management skills
  • Proven ability to motivate and work cohesively in a team setting
  • Advanced knowledge of project management and business analysis
  • Proficient in presentation, word processing, spreadsheet and planning tools (exp. MS Word, PowerPoint, Excel, MS Project & Visio)
5

Service Support Resume Examples & Samples

  • University/College Degree/ MBA highly preferable
  • Good command of the English language, additional languages preferred
  • 1 – 4 years in a sales / service / support job preferably in an Insurance and Investment distribution company and / or financial services
  • Superior communication and relationship building skills
  • Sales skills
  • Exemplifies Core Competencies: analysis, candor, communication, customer focus, teamwork, process management, functional proficiency, and managing change
  • Thorough knowledge of MS word, excel, PowerPoint and similar applications
6

Infrastructure Service Support, VP Resume Examples & Samples

  • The AMIAS SDM will monitor and coordinate the day to day end user technology services consumed and/or provided by Asset Management technology/ JP Morgan core global technology services
  • The SDM will also be a key part of the global ‘Executive Support’ function providing white glove support to our most senior leaders
  • Serve as primary liaison to the Asset Management businesses for all end user technology related issues, projects, programs, and initiatives
  • Responsible to drive quality and continual improvement across all AM businesses ensuring that AM business and AMIAS goals for delivering technology-based services are met across all end user technologies, desktop services, application performance, infrastructure, and technology consumables
  • Responsible for Incident, Problem and Change management along with IT Business Continuity planning, and leading the region on risk and controls governance
  • Responsible for the executive support of key leadership individuals with the AM businesses
  • Perform Project management/Project status reporting/Project execution planning/documentation (technology or real estate)
  • Provides regular reporting statistics on support to technology senior management
  • 10 years of IT experience and related management experience in multiple business and technical processes
  • Excellent customer service skills at all levels including the general user base through to senior business management
  • Previous experience of managing major technology incidents – troubleshooting, information gathering, coordinating, and handling senior stakeholder and end- user communications
  • Knowledge of Market Data Services (Bloomberg, Reuters, Thomson, etc.)
  • Supporting proprietary applications that have been developed in-house
  • A proficient knowledge of network and telecoms technologies is essential along with a sound understanding of distributed infrastructure technologies (database, middleware, Internet, etc.)
  • Blackberry / Mobile Phone / iPad support experience is a must have requirement
  • Strong end user technology background with desktop, IP based phone systems, desktop productivity tools, mobile solutions, market data experience
  • Strong experience with trading environments
  • Flexible team player with also the ability to work independently
  • The ability to work under pressure and the ability to support senior business leaders with high demands/needs
  • Excellent experience in managing professional services vendors
  • Good influencing/negotiation skills
7

Analyst, Fund Service Support Resume Examples & Samples

  • This position calls for a conscientious and self –motivated individual to join a team of experienced professionals in providing services to the domestic and offshore fund industry within the Fund Services Support department
  • Work with the end-user and the development team/vendor to identify and clarify business requirements
  • Work with the end-user and the development team/vendor to design systematic solutions to address the business needs
  • Create/assist in preparing test scripts and execute test plans for patches and application releases
  • Work with the acceptance test team and the end-users to verify product quality
  • Report to management on the progress and status of projects
  • Provide application support for software products used by the business units
  • Troubleshoot problems raised by the business units
  • Participate in the development of training programs where required
  • Post secondary education in accounting, business or systems applications
  • Minimum 2-3 years work experience in a fund accounting environment
  • Strong product knowledge of a fund accounting application
  • Ability to take initiative and work under minimum supervision
  • Ability to work effectively as part of a team in a dynamic, fast paced environment
8

Senior Digital Service Support Specialist Resume Examples & Samples

  • Exchange information between cardholders, issuers, merchants, acquirers, members and product offices
  • Provide level, email, chat/social media, entitlements and/or enrollments support for multiple Visa products and services
  • Provide day-to-day support to Visa client institutions and Visa program managers to ensure customer expectations are exceeded
  • Respond to customer inquiries relating to general functionality of Visa products via multiple communication channels
  • Educate customers on product and basic software applications, usage, and functionality
  • Respond to customer comments on social media channels according to agreed service levels
  • Script smart, well-crafted responses to compliment the voice of the brand
  • Data entry in multiple internal applications
  • Identifies and determines cause of problems and presents possible recommendations for improvement of established processes and practices
  • Recommends initiatives and changes to improve quality of service for the unit
  • Typically requires a minimum of 1-3 years of experience in a contact center environment providing customer service and administrative support via email, chat/social media, written correspondence and phone
  • Creative writing skills - ability to repeat the same message, but write it in many different ways
  • Must have experience with using popular Social Media platforms, especially Twitter
  • Candidate must demonstrate ability to set priorities and multi-task between all communication channels
  • Must have understanding of the payment card industry, products and services
  • Decisive self-starter who can perform with a minimal amount of supervision
  • Strong written and verbal communication proficiency in English
  • Attention to detail is a must for this position
  • Ability to work well in a team environment is essential to the analyst's success
  • The analyst should be able to demonstrate a thorough knowledge of Microsoft Office suite applications with a focus on Outlook, Word, Excel and PowerPoint
  • The analyst should have a working knowledge of the latest smart phone technologies, social media channels and mobile applications
  • Ability to type a minimum of 30 wpm
  • German or Portuguese is required
9

Director Holliswealth Advisory Accounting & Service Support Resume Examples & Samples

  • Communicating the Bank and Department’s strategic direction to the team
  • Negotiating and effectively communicating individual and team goals and objectives
  • Developing and executing meaningful Personal Development Plans; motivating and contributing to the development of subordinate/team performance in current job and for future opportunities
  • Recognizing subordinate/team development needs and taking an active role in addressing gaps; exhibiting self-awareness around one’s own impact on the team and when necessary, adjusting leadership and motivational qualities to maximize subordinate/team performance
  • Facilitating a culture of open and honest communication; encouraging the generation of new ideas and approaches
  • Actively sharing knowledge and experience to enhance the development of all team members
  • Must have comprehensive knowledge of management/accounting methods and practices including strong strategic and analytical skills required to develop the vision, goals, strategies, and plans for the Finance Department aligning with the overall Bank strategy
  • Thorough knowledge of all aspects of finance and the ability to continuously and critically analyze the current state for new concepts, insights and opportunities for improvement
  • Strong initiative, forward thinking and creative problem solving skills with the ability to create or stimulate integrated cross-disciplinary strategic solutions
  • Demonstrated leadership skills and relationship management expertise
  • Demonstrated ability to plan and lead strategic initiatives
10

Senior Operations Manager Service Support Resume Examples & Samples

  • Owns the end to end user support in the NAM West region (Deskside support)
  • Ensure that the ticketing system is being used properly by his team and other local teams and provide feedback for future enhancements
  • Make sure that the end user services delivered are effective, efficient and excellent
  • Manages the Regional Mac area for NAM, assuring that the proper strategy is in place, followed and accomplish with global guidelines
  • Participates on implementing and developing global Service Support Standards and rollout concepts for further standardization
  • Review and align the GIT catalogue of services applied to his market
  • Ensure services definitions and service level targets are monitored and reported
  • Develops service improvements initiatives
  • Monitors the incident resolution and service level achievement
  • Make sure the global incident management standard is implement in his market
  • Make sure the global problem management standard is implemented and followed
  • Review problem management related reports with GIT teams and follow up on service improvement initiatives
  • Make sure the global change management standard is implemented and followed in his market
  • Manages internal and outsourced personnel
  • Gives proper coaching and training to the team members and identify any training needs accordingly to the market needs
  • Very good knowledge of Service Desk operations and Service Management approach (ITIL)
  • Ability to understand business and user IT needs
  • Experience in managing and leading medium IT projects
  • Technical proficiency and awareness (ITIL, Networks, Microsoft, Mac)
  • Experience in personnel management, and ability to rouse engagement and proactivity within his team and influence others
  • Very empathic person with a “can do” mindset
  • Excellent communication skills, including the ability to have good relationships with other parts of IT as well with business
  • Educated to at least degree level in a Business-Computing related subject or comparable qualification
  • 5-7 years of work experience within IT Service Management environments
11

Service Support / CPM Technician Resume Examples & Samples

  • 1st level customer compliant handling
  • Management of and Trending of customer faults CPM trouble ticket queues
  • Escalate and Co-ordinate Assurance visit with Field Technician
  • Produce accurate and current work instructions
  • Available Business Days from 8 to 8 rosters for Customer Incident support
  • Directly report to Ericsson’s Customer Services Manager
  • Proactively identify, initiate and implement best practices
  • Proactively Monitor the provisioning Mailbox
  • Complete and update all provisioning activities for the day
  • Actively monitor new orders from Customer and load them in to Ericsson System
  • Ensure all provisioning activities are appropriately routed for the day
  • Work closely with external stakeholders to ensure all tasks for the day are completed within the allocated time frame
  • Work closely with Ericsson Australia contacts (EPS, Front Office and Back Office) to ensure Ericsson Managed Service operational commitments are met
  • Proactively identify potential issues for Provisioning
  • All activities to be completed within the allocated timeframe
  • Team development align to team KPI’s
  • Diploma or Bachelors in Computer Science or related qualification
  • Good networking background
  • Basic understanding of running commands on UNIX/Linux would be an advantage
  • Experienced in Windows, Reporting and Microsoft Office
  • Knowledge of Radio Frequency (RF) would be considered an advantage
  • Pro-active approach to work and ability to resolve issues in a timely manner
12

Business Banking Service Support Resume Examples & Samples

  • Against an increasing competitive backdrop, the Business Banking segment of CMB seeks to grow value, through the acquisition of quality customers, retention of quality customers and by improving the average return per customer. It is known that customers who generate international product income streams are more valuable to the bank
  • The Group has a strategic objective to be the ‘Leading International Business’ which builds on our global network, recognises the increasing globalisation of the world’s economy and the increased value of international customers. Our group capabilities, coupled with our understanding of local markets and cultures worldwide, help us deliver innovative solutions to our clients
  • The jobholder will assist in the management of the largest and most complex portfolio in the Commercial Area. In conjunction with the RM, the jobholder will be expected to ensure the maintenance of a business culture in the Area
13

Service Support Technician, Bell Aliant Resume Examples & Samples

  • Communications skills - verbal and written
  • Interpersonal skills
  • Multi-task skills (i.e. think/listen/type and think/talk/type)
  • Planning and organizing skills
  • Troubleshooting and resolution skills
14

Business Service Support Specialist Resume Examples & Samples

  • Handle, research, and resolve all phone and email inquiries/requests from stores promptly, accurately, and efficiently
  • Complete all follow-up work related to customer orders
  • May be required to work in one or multiple queues and/or skill sets
  • Handle outbound calls/emails to multiple vendors for product/order inquiries
  • Receive inbound calls related to price, availability, order status, order issues (damaged items, etc.), and returns
  • Work with Retail management team to resolve urgent, escalated issues/orders for the stores and their customers
  • Support additional duties as necessary in high volume or promotional periods in contact center
  • Complete work according to standards as determined by supervisor/manager
  • Adhere to work schedule as set by the needs of the contact center
15

Analyst, Shared Service Support Resume Examples & Samples

  • Provide "L1 support" for technology functions in line with the ITIL framework
  • Act as first point of contact for internal and external users
  • Maintain expert knowledge of business processes and tool functionality, stay up-to-date on process changes and key initiatives
  • Provide centralized "One-stop-shop" for guidance on "how to" for SSG processes (e.g. TD Procurement Portal, contracts management, risk management)
  • Provide 8am – 6pm EST support via multiple channels, including in-person, phone, email
  • Act as application custodian / administrators for Procurement Applications
  • Manage day-to-day application, supplier/user onboarding and provisioning
  • Work closely with L2 support teams and escalate issues in a timely manner
  • Act as SSG process enablers to execute tasks on behalf of other SSG functional teams; the following are examples and not an exhaustive list of in scope responsibilities:-
  • Perform password resets, supplier/user provisioning, roles and permission changes, bulk upload changes to technology, automated report generation from the Coupa / Emptoris tools
  • Enable suppliers on the Coupa tool via Coupa Supplier Network (CSN), coordinate supplier enablement via cXML or EDI with Product Manager and/or Technology Solutions
  • Centralized Purchase Request creation, invoice & catalogue creation/support as required
  • Escalate promptly to L2 support as required and provide updates on closed/open L1 & L2 tickets
  • Manage Coupa exceptions and act as ultimate approver for custom approval workflow as needed
  • Support new supplier registration process by clearing / validating data quality, complete "Auto-score" assessments of Supplier Registrations and direct exception to appropriate SSG teams for action
  • Provide BAU administration and troubleshooting of Emptoris risk assessments
  • Acts as a power user of the supplier risk management platform used by business lines to launch and complete supplier risk assessments providing support as required
  • Triage submitted Vendor Engagement Forms (VEF) for accuracy and completeness by performing Quality Assurance analysis and challenging requestors for clarity, assign VEFs to responsible parties for action
  • Provide subject matter expertise in the use of the VEF system and perform Quality Control procedures at completion of VEF process
  • Manage contract upload process to the Enterprise Contract Management (ECM) tool, including appropriate metadata capture
  • Provide guidance and assist users requiring direction on how to complete their specific tasks, including guided walk-through of tasks
  • Support Product Managers to deliver required process/tool training on products/features/functionality
16

Infrastructure Service Support Resume Examples & Samples

  • Lead Resource Staffing including all Headcount tracking vs. Plan Target
  • Minimum of 5-7 years relevant industry experience
  • Bachelor's degree required
  • Six Sigma or Statistical background preferred
  • Excellent People/Team Leadership
17

Factory Service Support Supervisor Resume Examples & Samples

  • Supervise support representatives, and estimator to ensure high quality service support in a timely manner
  • Monitor all repair activities, verify payment and compile information to complete departmental reports
  • Coordinate and oversee financial administrative functions of Factory Service Center
  • Administer Canon employee performance and attendance policies, motivate and counsel employees and work with Factory Service Center Manager on major employee issues
  • Interface with consumer product dealers and end users to determine special requests and needs to promote customer satisfaction
  • Work with consumer products sales groups to address service related problems
  • Requires a Bachelor’s degree in business or related area with 2-3 years customer service work experience and supervisory training or equivalent 4-6 years in customer service supervision
  • Technical industry experience in service and support, photography industry a plus
  • Strong verbal and written communications skills are required to effectively work with customers
  • Working knowledge of computer software applications (such as word processing, spreadsheets and electronic mail) is also required
18

Infrastructure Service Support Resume Examples & Samples

  • This roll will look after all aspects of Risk and Audit concerns, and Service improvements
  • Audit Management
  • Hygiene Process
  • Inventory Management
  • Fixed Asset Process
  • Threat vulnerability management
  • Cyber and Access management
  • Writing scripts to automate risk related processes and maintenance of systems in a distributed, enterprise environment
  • Working closely with engineering and operational teams to identify automation opportunities and solutions to currently manual work practices
  • Interfacing with internal customers, inputting into technical solutions, advising on best practice and validating new implementations
  • Minimum 5-10+ years experience with Risk related technologies and Project management
  • Good knowledge of interfacing technologies such as networking, storage, virtualization, applications and data center technologies
  • Fluent in at least one scripting language, preferably Perl, Python or PowerShell
  • Experience with web frontend development frameworks such as JavaScript, JQuery, ExtJS etc…
  • Experience working in an Agile Development environment
  • Experience with CI and CD tools such as Jenkins, Travis, SCCM, SCOM etc
  • Experience administering application servers, web servers, and databases (Tomcat, WebSphere, Nginx, Microsoft IIS, Oracle, MySQL, etc.)
  • Experience with devops tools, processes and culture
  • An understanding of ITIL concepts (foundation knowledge or above) and procedures
  • Effective written and verbal communication skills with the ability to articulate technical concepts to a non-technical audience
19

Store & Service Support Technician Resume Examples & Samples

  • Experience with retail IT support environments, fast paced organizations and scheduling employee travel across global locations
  • Ability to handle multiple site outages, restore service and minimize impact to the affected staff
  • Experience supporting multi-faceted IT environments; such as laptops, desktops, scanners, printers, telephones, server, networking devices, ISP and telecoms providers and day to day desk side support activities
  • Ability to communicate effectively both orally and in writing and to establish and maintain cooperative working relationships
  • Ability to exercise independent judgment consistent with department guidelines\standards
  • Ability to organize and prioritize team workflow and to meet established timeframes set out by the department manager
20

Bank Operations Branch Service Support Specialist Resume Examples & Samples

  • Evaluate branches for equipment replacement/new installations to include Surveys, Order Submission and Invoicing/Assets; manage project of replacement/installations
  • Dispatch and manage the service requests for equipment repair
  • Vendor management for multiple suppliers
  • Maintains procedures and equipment database
  • 6+ years banking operations or retail branch banking experience with an emphasis on analytical concepts. Demonstrate the ability to organize, direct and perform highly complex analysis. Experience in the development of management communications, procedures or policies, and in the coordination of project teams. Proficient with MS Office. Strong working knowledge of on-line systems and banking regulations. Highly organized with excellent time management skills and the ability to multi-task. General Accounting/General Ledger experience. Experience with Fixed Assets
  • 8+ years operational experience within financial services industry. Thorough knowledge of STI policies and procedures as well as banking regulations. Vendor management experience
21

Commercial Service Support Specialist Resume Examples & Samples

  • University or Colleague degree
  • Advanced level of German and English skills
  • Customer service related experience
  • Effective and professional verbal and written communication – both with internal and external customers
  • Proficient IT skills including Excel and Outlook
22

Commercial Service Support Specialist Resume Examples & Samples

  • The Commercial Shared Services (CSS) is a component of the Global Ops organisation. At CSS we work on tasks that directly impact customers. We provide services to GE sales and service teams that enable them to attract and serve customers faster, with better quality. Within the CSS organization the team has been put in place to enable Customer facing employees to spend the maximum of their time with the Client and help them throughout the whole Customer lifecycle
  • Act as extended staff of businesses’ commercial team to assist them with maintaining accurate data in all relevant systems
  • Participates and follows through in the resolution of all process related issues within required timeframe
  • Prepare and present periodic reports and dashboards for the client group
23

Commercial Service Support Specialist Resume Examples & Samples

  • Update and maintain project order details based on purchase order and other documentation provided by business team
  • Perform daily invoicing tasks by either sending out invoices via mail, fax, email, or billing through customer’s web-based billing system
  • Prepare and present periodic reports and dashboards (activity & performance) for the client group
  • Working experience
24

IT Analyst Service & Support Resume Examples & Samples

  • Ability to Configure, Deploy, Install, Migrate, Order, Patch, Replace, Support & Triage Site Infrastructure as follows
  • HP & Manufacturing Printers (HP, Zebra, etc.)
  • Telecom — Ethernet, LAN/WAN, Firewall, RF, Routers\Switches(Alcatel &Cisco), TCP/IP, VPN & Wireless
  • Responsible for ordering, setup, testing, installation, and service of customer systems
  • Duties include supporting TSSD Austin site with new onboarding of employees, system/workstation issues and inventory management of equipment
  • Support 3M teams and systems located at customer sites, physically or remotely
  • Handles a variety of inquiries and develops solutions for moderately complex issues. Solutions are often based on the review of prior practices and/or experiences in similar situations. Most complex problem solving may require the use of experience, analysis, and research to resolve. Uses intermediate analytical skills to analyze trends or data. Uses short-term planning skills when forecasting or providing guidance to clients
  • Primary contacts are typically internal and on a professional, supervisory, or co-worker level. On a case by case basis may interact with customer/end user
  • Two (2) year Associate’s/Technical degree or higher in an IT discipline from an accredited institution
  • Minimum of two (2) years of IT experience
  • Microsoft A+ certification
  • Microsoft Certified Professional
  • Experience with process control equipment integration
  • Experience with Network configurations and protocols
  • Bachelors Degree from an accredited university
  • Eight (8) years of IT experience
  • Minimum of three (3) years of professional experience in the motor vehicle industry
25

National Accounts Service Support Coordinator Resume Examples & Samples

  • Self-starter and able to work both independently and as a team member
  • Passion for supporting a customer oriented business environment
  • Proficiency in Microsoft Outlook, Word, and Excel, PowerPoint and ACE
  • Familiarity with procedures and requirements for service and repair of Fire Alarm, Sprinkler and Suppression systems is a plus
  • High attention to detail, exceptional accuracy, action-oriented, ability to work within stringent timelines and to collaborate across departments to achieve results
26

Mgr, Agent Service Support Resume Examples & Samples

  • Direct and participate in needs assessment, development of plans, goals and objectives regarding the support of designated departments
  • Develops and implement Agent Services Support processes, policies, and procedures
  • Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations
  • Develop and expand on metrics to track department performance
  • Complete monthly SOX control documentation
  • Manage the process of researching and resolving Bankers Life Third Party commission issues
  • Manage the process of researching and resolving Washington National weekly commission cycle errors
  • Manage the process of researching and resolving all issues submitted to the team
  • Manage the process of implementing rates for new products or changes for existing products
  • Manage commission rate tasks associated with the implementation of new Bankers Life commissions system (AiM)
  • Manage the Information Technology Service Request (ITSR) process for the supported departments. This includes submitting requests, attending business requirement meetings, prioritizing and any necessary follow up
  • Manage user acceptance testing for ITSRs that impact licensing, contracting and commissions. This includes submitting test plans, testing and testing results sign-off
27

Field Service Support Specialist Resume Examples & Samples

  • At least three (3) years relevant FSS experience
  • IAT-II and IT-II certification
  • Korean language proficiency preferred
28

Field Service Support Specialist / Site Lead Resume Examples & Samples

  • At least five (5) years of IT-infrastructure installation experience
  • IAM-I and IT-II certification
  • Must possess at least one of the following at time of hire
  • CAP
  • GSLC
  • Must currently possess, or obtain within six (6) months of hire, an ITIL Foundation certification
  • Experience supervising small teams
  • Basic working knowledge of system administration, network administration, VTC administration, cyber security / IA, and property management
  • US citizenship
  • Active Secret security clearance with initiated SSBI
  • Experience with O&M type contracts
29

Technical Service Support & Field Representative Saskatoon Resume Examples & Samples

  • Proactively collaborates with internal teams/departments to promote a culture of inclusiveness and cooperation
  • Bilingual candidates preferred
  • Ability to troubleshoot technical issues and perform technical repairs
  • Strong time management skills, ability to manage multiple functions and adhere to daily deadlines
  • Knowledge of proper lifting/body mechanic techniques
  • Special attention to detail
  • Experience with repairing windows based equipment is an asset
  • Related technical experience in field
30

Field Service Support Sp-angola Resume Examples & Samples

  • Prepare all maintenance activities as outlined and instructed by the customer’s contract deliverables
  • Prepare a clear list of activities of predetermined maintenance activities
  • Determine accurate risk analysis about impact and consequence on the control system when any changes or maintenance activities are planned
  • Ensures that required prerequisites (e.g. design inputs, tools, and documentation) are in place prior to commencing work
  • Produces part(s) of total functional design specifications for small service projects subject to approvals
  • Produces technical design specifications for small service projects subject to approvals
  • Executes Implementation work assignments to appropriate standards and quality systems
  • Perform first and second line incident problem management activities
  • Shares technical knowledge with all relevant project and engineering disciplines
  • Pro-actively identifies potential quality and efficiency improvements within assigned work
  • Ensure that technical training is done on relevant systems
  • Bachelor degree/Diploma in engineering or equivalent experience
  • Experion EPKS experience is an advantage
  • Field instrumentation knowledge is an advantage
  • Needs experience on Honeywell Fail Safe Controllers (FSC)
  • 1 – 3 years experience
31

Senior Manager, Clinical Service & Support Resume Examples & Samples

  • Work with Greater China clinical and applied markets sales and marketing management to define support requirements by Greater China business need and timescale
  • Liaise with Greater China Service and Support management (Tech Support, Field Service and Support) to plan and implement support plans for new and existing clinical and applied products
  • Coordinate the support activities for clinical and applied products and markets
  • Act as the voice of Greater China service and support to Illumina Corporate for clinical and applied markets
  • Act as the point of contact in Greater China for the BUs, Concierge service, training, quality and regulatory in regard to clinical and applied support matters
  • Coordinate implementation and support of clinical tech transfers and early access clinical tests in Greater China
  • Work with the North, East, and South Greater China Service and Support Managers to develop and coordinate well defined and standardized FAS support activities for clinical and applied markets
32

Reliability Solution Service & Support Engineer Resume Examples & Samples

  • Carry out installation/commissioning, fault analysis and repairs on Emerson Process Managements Reliaiblity Solutions products
  • Provide diagnostic, troubleshooting, calibration and start up and commissioning services
  • To provide on-site customer training where required of Emerson Process Management Reliaiblity Solutions
  • Be available to support the on-call Rota for Reliaiblity Solutions
  • To assist Sales Engineers in the demonstration of Emerson Process Management products to potential customers and to provide guidance in product application and after sales service
  • Proactively identify Service/Product opportunities
  • Reporting performance measures on lead generation
  • Completion of all required reports, certificates and relevant documents
  • Full understanding of various service programs with particular emphasis on the delivery of installation and implementation Packaged Services for Reliaiblity Solutions
  • Assist in the preparation of support literature for Sales opportunities
  • Develop reliability and maintenance strategies using Emerson’s Reliability consulting Standards and industry best practices
  • Review maintenance data, engineering drawings, technical manuals and other documentation to give reliability findings and recommendations
  • Be flexible to work throughout the British Isles, offshore or abroad and work unsociable hours including weekends to support customers
  • Adhere to Emerson Process Managements ethical values at all times
  • Other responsibilities or tasks that are within your skills and abilities, whenever reasonably instructed. The business reserves the right to make reasonable adjustments in line with business requirements
33

Service & Support Engineer Resume Examples & Samples

  • Develop tools, procedures and templates for services around SAP’s cloud solutions
  • Deliver these offerings to customers on-site and remote as pilots
  • Create training material for roll-out to our worldwide support locations
  • Act as trainer and multiplier
34

Student Assistant Inside Sales & Service Support Resume Examples & Samples

  • Working with Company’s CRM Software
  • Supporting the team in different marketing activities, e.g. following e-mailings and leads qualification process
  • Supporting the Warehouse physical count
  • Processing order entry
  • Translating manuals and brochures
  • Answering incoming customer calls
  • Assist in Preparation of workshops
  • Currently enrolled as a student, preferably in Marketing or in Technical Disciplines. Alternate science degrees will be considered
  • Able to work fulltime within the 9 months employment (40h per week)
  • Ideally experienced in working with CRM Systems and Knowledge of MS Office software
35

IT Analyst Service & Support Resume Examples & Samples

  • High School Diploma/GED or higher from an accredited learning institution
  • Bachelors Degree or higher from an accredited university
  • Minimum of eight (8) years IT experience
  • Minimum of three (3) years professional experience in the motor vehicle industry
36

EUS / Field Service Support Resume Examples & Samples

  • Process software requests and reports from software request system, Asset Management system and shared mailbox
  • Follow process for each software request based on license type
  • Follow documentation for processing requests in software request system
  • Follow process for quote requests
  • Follow process for creating reqs and POs
  • Follow up on status of quotes and POs with suppliers
  • Follow process for creating assets in Asset Management system
  • Follow process for determining software license availability
  • Monitor and resolve emails sent to Shared Mailbox
  • Monitor and resolve CA tickets
  • Update assets in Asset Management system based on requests
  • Place software orders in supplier portals as needed
  • Request new suppliers in Deere’s Supplier Request system
  • Generate reports as requested
  • HP Asset Manager
  • JD-SRS
  • SCCM
37

Service & Support Development Leaders IN Resume Examples & Samples

  • Supporting engine logistics from originating plant to customer and/or distributor
  • Working with global distributors to develop annual operating plans relative to service investments
  • Analyzing performance metrics and developing plans for improvements to resolve distributor capability issues
  • Maintaining global plant and account management relationships to lead the facilitation of information systems for new distributors
  • Technical knowledge of engines, engine logistics and engine components
  • Issue management of cross-functional EBU/DBU capability challenges
  • Executing Synchronized Business Planning
38

Field Service / Support Engineer Resume Examples & Samples

  • Perform field site surveys prior to project deployment to assess best gateway and Bridge/relay placement
  • Interface with customer and contractor installation teams during the installation phase. Work with and support outside contractors and customer installers to ensure project deployment timeliness and quality
  • Assist in training installers for network relays, gateways and related SSN software
  • Responsible for ensuring network device information is accurate in Distribution Automation-Network Element Manager (DA-NEM) application
  • Document and communicate all project issues, potential solutions and recommended actions to Project Manager
  • Participate in industry related training programs and other self-improvement programs each year
  • Minimum 1 year related experience
  • Experience in personal computer operations and use of mapping tools, word processing, project management and spreadsheet systems
  • Experience and knowledge of gas, water and electric utility meter reading and related technologies is desirable
  • Ability to travel as much as 80% of the time
  • Must possess good written and verbal communication skills
39

EUC / Field Service Support Resume Examples & Samples

  • Provide Level 2 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users
  • Analyze, resolve, respond to, and document end user inquiries
  • Install desktop/Laptop software using approved tools
  • Troubleshoot operating system
  • Troubleshoot connection issues with LAN/WAN
  • Responsible for raising and coordinating problem management issues
  • Perform additional tasks (end user/infra related) when required
  • Strong understanding and skills in SLA, KPI Management
  • Experienced in Active Directory user administration, OS imaging processes, ticketing, SW installation and imaging tools, automated help desk systems, troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers), network and local printer installation
  • Basic understanding of SCCM client troubleshooting
  • Knowledge of TCP/IP, Windows Security (Share and NTFS permissions)
40

Head IT Infrastructure & Service & Support Resume Examples & Samples

  • Lead IT Infrastructure and IT Service & Support teams EMEA (around 30 employees), incl. management by objectives, salary review, resource planning, coaching and motivation of employees, sourcing
  • Ensures adherence to global standards
  • Drive key strategic projects and continuous improvement for Infrastructure and Service & Support teams
  • Ensures optimal team collaboration between Infrastructure and Service & Support as well as with Business Application teams
  • Stakeholder management with Site Leadership Teams in EMEA
41

Senior Enterprise Service Support Engineer Resume Examples & Samples

  • Responsible for the follow-up of our enterprise customer’s Incidents and Problems until resolution,
  • Perform second line diagnostics and troubleshooting
  • Call follow-up with our ticketing system,
  • Escalation call logging and follow-up with vendors and other 3rd party companies,
  • Liaises with the Help Desk, Presales and Consultants to ensure swift resolution of faults or service delivery
  • As domain expert, he will assess and follow the customer requests in term of design, changes, request fulfilment process documentation business needs and expectations and consistently delivers a quality service
  • University graduate, or a high school technical graduate, in IT
  • He /She has an in depth knowledge of IP Networking LAN – WAN, IP routing and routing protocols, switching and switch related protocols
  • He/ She has a deep knowledge of Alcatel routing and switching products (OmniSwitch, OmniAccess,…)
  • The following knowledge is considered as an asset: Cisco Security, Cisco Wireless, Cisco Core, Checkpoint, Juniper Security, F5 loadbalancers, Aruba Wireless
  • Vendor Certification is an advantage
  • Experience: minimum 5 years in a similar support function
  • Fluent in Dutch and a good level of French and English is required
  • Highly proactive and committed, good communication skills, customer orientated and well organized
42

Electronic Trading Market Data Service Support Engineer Resume Examples & Samples

  • Coordinate with vendors and internal teams to analyze, plan and implement mandatory exchange driven changes
  • Develop tools for ongoing improvement of production support, monitoring performance and stability of market data platform and infrastructure
  • Provide 3rd level support to operational roles
  • Define project plans, timelines, and milestones
43

Data Center Service Support Specialist Resume Examples & Samples

  • Excellent customer service skills, including timely responses to requests for assistance with accurate and careful performance of task(s)
  • Excellent verbal and written communication skills with an ability to speak and write professionally at all times
  • An ability to work with and for a community of users that expect attention to detail and reliable performance of requested service
  • Intermediate Mac and PC experience. Proficiency with Microsoft Office (Excel, Word) and Internet browsers
  • Must have the ability to adapt to, learn from, and apply new computing technology products via reading documentation
  • Strong organizational skills and the ability to prioritize and adjust tasks as required
  • An ability to work with Wiki and similar web technologies
  • An ability to enter, update, and maintain a database
  • Familiarity with current computing products, trends, and issues
  • Job requires a high degree of accuracy and attention to detail
  • Proven ability to work independently with minimal supervision while demonstrating integrity and follow-through
  • Demonstrated team player
  • Powerpoint slide development and an ability to present to a small team of co-workers and management
  • Intermediate knowledge and experience with local area networks and servers
  • Basic to moderate knowledge or experience with Building Control/Monitoring Systems
  • Knowledge of database design or development
  • Programming experience with PHP, SQL, or Node.js
  • HTML, and Web Page development experience
  • A motivation towards continual self-improvement and development of technical and Office of Information Technology (OIT) personal performance behaviors
  • Understanding of and fluency in technical verbiage relevant to computing and networking highly preferred
44

EUS Field Service Support Resume Examples & Samples

  • Experienced in Active Directory user administration, OS imaging processes, ticketing, SW installation and imaging tools, automated help desk systems, troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers), network and local printer installation Basic understanding of SCCM client troubleshooting Knowledge of TCP/IP, Windows Security (Share and NTFS permissions)
  • Basic knowledge of Servers, Switches, Routers, and Data Center related HW
  • Ability to deliver services on time, demonstrate strong customer service skills, and achieve a high degree of end user satisfaction
45

Customer Sales & Service Support Resume Examples & Samples

  • Knowledge of administrative and advanced clerical procedures
  • Excellent communication skills and the ability to tactfully, expeditiously and professionally interact with internal and external customers
  • PC skills are essential, e.g. Windows 7, MS Office 2007 (Word, Excel, PowerPoint, Outlook), Visio, Adobe Acrobat, AS400, Oracle, CRM, AlcoaDirect
  • Understanding our product line and how it relates to our customer orders
  • Navigating through multiple and complex computer systems used in the job, along with proficient keyboarding skills and attention to detail
  • Understanding plant production processes and who are the appropriate plant contacts for different situations
  • Understanding commercial policies and procedures and who are the appropriate commercial contacts for different situations,
  • Applying administrative procedures
  • Ability to extract data from databases, understand the data and correctly apply it to the processes
  • High School Diploma (minimum)
  • Proficient Microsoft Office/computer skills​​
  • 3 years of progressively responsible experience in a sales & customer service position
  • Prior industrial/manufacturing customer service experience is preferred
46

National Accounts Service Support Coordinator Resume Examples & Samples

  • Receive requests for service from customers / or other SSC’s and forward to appropriate branch office, follow up and report completed work to the customer
  • This is a position that will involve a high level of investigation in order to achieve problem resolution
  • Serve as the primary point of contact for select National Accounts customers in USA and assist Canada ensuring all service related requests are met including inspections, service calls, emergency parts deliveries and all written correspondence is completed and forwarded to the customer
  • Process quotes and proposals when required
  • Implement client contracts and provide information to regional and District personnel
  • Coordinate customer requirements and issues of concern, to include monthly account reporting requirements (to include extraction of late inspection reports via system(s) utilized by the SST group, follow up on open issue(s) reported by the customer in a timely and accurate manner as required and any other reporting means required and requested by management or the customer)
  • 2-3 years equivalent work experience
  • Required PC skills Microsoft Office Products e.g. Word, Excel, Outlook and Power Point
  • Excellent written and communication skills required
47

Analyst, Digital Service & Support Resume Examples & Samples

  • Contribute to projects to centralize digital capabilities across all channels
  • Gather and provide insights for business cases
  • Act as a digital subject matter expert
  • Work closely with UXD, Development and QA to execute projects
  • Identify and work on initiatives to continuously improve the digital experience
  • Help prioritize the initiatives with the most impact to Digital NPS and other key metrics
  • Intake & manage requests for BAU changes from various cross-functional teams
  • Track and measure efficiency & delivery of all initiatives (impact on business and customer satisfaction) against established targets
  • Analyze call driver reports and customer feedback
  • Accountable for his/her initiatives and the associated results
  • Identify potential roadblocks and proactive determination of solutions to be implemented
  • Help monitor the site and work with production support team to resolve issues
  • 1-4 years Business experience with an emphasis on digital and customer experience
  • Experience in the implementation of digital capabilities
  • Experience in gathering insights from analytics
  • Proven ability to analyze and interpret data to provide insight-driven direction to a variety of stakeholders
  • Ability to analyze issues, identify root causes and recommend solutions
  • Strong skills to work collaboratively
  • Self-sufficient and ability to operate with autonomy
  • Delivers results in a rapid-paced, adrenaline-driven environment
  • Entrepreneurial and adaptable, but can also deal with process and controls
  • Excellent communication (written and oral) and presentation skills
  • Knowledge of telecommunications is an asset
48

Product Manager, Digital Service & Support Resume Examples & Samples

  • Lead the digital experience strategy that will contribute the omni-channel strategy and framework
  • Understanding of technical aspects of web & mobile applications
  • Creative ability with practical application for digital channels
49

Digital Product Owner Service & Support Resume Examples & Samples

  • Act as a digital subject matter expert
  • Prioritize and groom backlog with product vision in mind
  • Work closely with user experience and technology teams to build products
  • Track and measure efficiency & delivery of all initiatives (impact on business and customer satisfaction) against established targets
  • Identify potential roadblocks and proactive determination of solutions to be implemented
  • Helps Foster an AI and mobile-first culture
  • 3 - 7 years Business experience with an emphasis on digital and customer experience
  • Experience in the implementation of digital capabilities
  • Proven ability to analyze and interpret data to provide insight-driven direction
  • Ability to analyze issues, identify root causes and recommend solutions
  • Self-sufficient and ability to operate with autonomy
  • Knowledge of telecommunications is an asset
50

Product Specialist, Digital Service & Support Resume Examples & Samples

  • Act as a digital subject matter expert
  • Advice, consult and socialize with key stakeholders involved in prioritized initiatives; documents business opportunities, recommends digital solutions and provides timelines and budget impacts
  • Take projects from concepts to detail requirements and use cases
  • Work closely with user experience and technology teams to build products
  • Define clear KPI’s with each initiative and work with analytics and reporting teams during all stage of product development
  • Determine Key Performance Indicators to track the impacts of the self-serve initiatives across all channels
  • Track and measure efficiency & delivery of all initiatives (impact on business and customer satisfaction) against established targets
  • Identify potential roadblocks and proactive determination of solutions to be implemented
  • Experience in the implementation of digital capabilities
  • Proven ability to analyze and interpret data to provide insight-driven direction
  • Ability to analyze issues, identify root causes and recommend solutions
  • Strong skills to work collaboratively
  • Delivers results in a rapid-paced, adrenaline-driven environment
  • Entrepreneurial and adaptable, but can also deal with process and controls
51

Client Service Support Executive Resume Examples & Samples

  • As a support executive you will be the first point of contact for our customers reactively responding to enquiries and requests within set SLA’s
  • Responsible for identifying root causes of issues and proposing solutions and work arounds
  • Offering support via telephone, email and remote access and escalation to our internal operational teams
  • Providing guidance and support for our subscribers identifying training opportunities leading to a successful customer experience
  • Recording all customer interaction in our CRM System Sales Force and undertaking routine maintenance, prioritising and managing case queues
  • Second language either French, Spanish, German, Italian
  • Demonstrable experience in a customer facing support role
  • Good problem solving skills and exercise initiative
  • Self-motivated, well organized and able to prioritise
  • Ability to build relationships internally and externally
  • Strong knowledge of Web Browsers, MS Office – Outlook and Excel
  • Organisational and planning skills, with ability to prioritise
52

Chief Field Service Support Engineer Resume Examples & Samples

  • Support of Field Service activities in the Product Line/ Regions covering the GT oOEM target fleets
  • Provide support and technical input to the development of field Work Instructions and documentation for use at site
  • Support, develop & deliver training in field execution activities
  • Supports Engineering & Field Service in site/workshop repair, tools development
  • At least 10 years of experience in the Gas
  • Broad experience in Field Service with oOEM Gas Turbines and a depth of relevant experience in energy power industry
  • Training/experience with installation and maintenance programs for Gas Turbine & Generator sets and all related off base related auxiliary equipment
  • Experience in a service environment and/or with repairs projects/workshops
  • Strong IT skills in Office, Primavera/MS Project, Visio Support Central/SharePoint
  • Able to effectively interface with all levels of internal and external customers
  • Effective team building, influencing and problem solving abilities
  • Clear thinker with an ability to focus on the “critical few” issue/priorities
  • Ability to translate strategy into business objectives
53

Project Manager, MV Service Support Resume Examples & Samples

  • Responsible for the planning and execution of Medium Voltage Field Projects, primarily focusing on the commissioning of Medium Voltage Drives and associated equipment
  • Review of the preliminary customer technical specifications and commercial requirements, generating proposals for required Field Service
  • Being able to manage and balance the projects from financial, commercial, and technical perspective
  • Responsible for managing all commissioning-related activities
  • Maintaining a schedule of commissioning dates
  • Acquiring Purchase Orders when necessary
  • Scheduling Field Service Engineers (FSEs)
  • Managing the relationship with the customer
  • Overseeing FSEs work, ensuring any issues are addressed on site
  • Gathering reports and data from the sites
  • Invoicing for the commissioning, and ensuring the customer commissioning is completed successfully
  • Experience in a customer facing role
  • Demonstrated ability to provide creative solutions to meet customer and business requirements
  • Experience in managing financial goals in concert with project goals
  • Strong knowledge of MS Office Software
  • 2 plus years in Project Management, ideally in a manufacturing environment
  • PMP or PMI certification considered an asset
  • Familiarity with Rockwell Automation business groups
  • Familiarity with Rockwell Automation Medium Voltage products
  • Familiarity with SAP software
  • Industry Experience
  • Strong Customer Service and Commercial Skills
54

Team Lead Client Service Support Resume Examples & Samples

  • People management functions related to goal setting and performance reviews
  • Ability to set expectations related to customer service and provide feedback
  • Excellent Customer service skills
  • Fundamental knowledge of software and hardware technologies
  • Ability to define and direct coordinated processes to provide high quality systems, communication infrastructure, and technology support to the enterprise
  • Strong understanding of all MS Server OS technologies used by Crowe and troubleshooting processes
  • 3-5 years previous related experience required
  • Customer service training/experience with relevant certifications is highly desirable
  • General understanding of technologies and troubleshooting processes
  • Ability to work various shifts as needed including evenings and weekends
55

Field IT Service & Support Resume Examples & Samples

  • Strong planning, problem-solving, decision-making skills are required
  • Communicate directly with our customers
  • Computer hardware installation, training, maintenance, diagnostics & replacement of the following: Servers, Computers, Switches, Modems, Routers, as well as Wired & Wireless Infrastructure Hardware
  • Basic OS troubleshooting (preferred) as well as some basic knowledge of Linux is preferred but not required
  • Experienced in Windows OS troubleshooting
  • Must have experience with supporting 1 to 20 computers / workstations
  • A degree or certification is preferred, but not required. A successful candidate must have equivalent experience in a technical field
  • Experience in virus removal
  • Must be fully qualified to perform the technical tasks listed
  • Must be motivated, reliable, and trustworthy
  • Must be motivated to learn and adapt to areas you may be unfamiliar with
  • Must be eligible to drive a vehicle that is DOT certified (CDL not required)
  • Must have the ability to maintain a DOT log book
  • Must have a good driving record
  • Must be available for local “day” travel. Occasional Long distance overnight travel will be required as well (2-3 nights/month)
  • Be available to cover a rotating weekend “On-Call” schedule
  • Must have ability to climb grain legs and other like structures
  • Must have ability to do coaxial and networking cable runs
  • Must be able to adapt to a wide variety of applications as it relates to computers/network equipment. Strong network experience is preferred
  • Candidate will preferably live in or closely around the Scott City, Garden City or Dodge City Geographic Area
56

Manager IT Service & Support Resume Examples & Samples

  • Superior knowledge of all aspects of Information Technology and industry practices as well as a detailed understanding of related systems architecture
  • Excellent analytical, problem solving and troubleshooting skills in order to quickly and effectively resolve problems
  • Be highly creative in identifying and researching technical solutions to resolve business problems
  • Be able to take abstract concepts and apply them to formulate solutions and often work in variable, precedent setting situations requiring the ability to quickly identify and resolve unique problems
  • Have a detailed knowledge of all applications supported by the department in order to provide user support
  • Keep current with rapidly changing technological trends and provide recommendations on the future technological directions and architecture of the Division
  • Have good interpersonal and communication skills in order to deliver proposals, provide consultation to staff and interact with diverse user groups from clerical to senior management level
57

Service Support Supervisor Resume Examples & Samples

  • Creating and maintaining CSC service quality standards, setting up service quality control system
  • Ensuring daily operation of telephony system and CRM,optimizing process and system function
  • Responsible for monthly report and other analysis report, ensuring report accuracy, monitoring department operation
  • Organizing and supporting related project
  • Strengthening team building, having attention on team members' growth
  • Achieving department and individual KPIs
58

Client Service Support Specialist Qual-lynx Resume Examples & Samples

  • Run, compile, format and distribute weekly and monthly reports, identifying trends and issues that need to be addressed by the client services team
  • Assist in new client implementation and new product roll out
  • Support the marketing and branding initiatives of the company, collaborating with other departments as needed
  • Help organize the department’s work efforts, and track progress in completing special projects
  • Coordinate internal and external meetings, presentations and client communications
  • Assist in completing and formatting responses to RFP/RFQs, outcomes reporting and preparing outgoing client communications
  • Manage and organize the department’s documents, deliverables and various project timelines
  • Assist in the creation and delivery of customized provider panels
  • Manage schedules, resources, and logistical needs for the Department
  • Set up and manage presentations, CEUs and In-Services, coordinate logistics for seminars , conferences and industry events
  • Manage logs compiling customer feedback and coordinate responses as needed
  • High School Diploma Required, Bachelor's degree in strongly preferred
  • 1-3 years minimum experience in an administrative support and/or client/customer service role required
  • Strong communication skills needed, including excellent writing proficiency
  • Advanced Microsoft Excel and PowerPoint skills are required
  • Ability to manage multiple project timelines simultaneously while focusing on day to day tasks
  • Health Plan/HealthCare/Insurance/Worker’s Compensation experience a plus
59

Service Support Engineer Resume Examples & Samples

  • Front line people performing all the functions of the 'Customer Helpdesk' role and additionally providing in-depth technical support to customers through network or equipment monitoring, localisation and remote repair
  • Technically aware customer service agents who demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating and all 5 BT values) such that customers that they call/call them are left "delighted" with the experience
  • Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)
  • Requires 6 -12 months of in depth technical training plus several years of experience (e.g. 'expert' depth on 2-3 technologies or 'high' depth on 8-15 technologies). Example CCNA/CCNP Cisco level
  • Must understand the BT products and services that they represent to a solid "basic" level (e.g. same as Sales roles) and in depth BT's operational/service processes
  • These people are not 'script-driven'
60

Regional Service & Support Specialist Resume Examples & Samples

  • High School Diploma or Equivalent and 2 or more years of experience in the Sales area
  • Strong conceptual and analytical skills
  • Strong organization and project management skills
  • Retail automotive experience
  • Technical proficiency with various operating systems and software programs including Microsoft Windows, Excel, PowerPoint and IOS operating systems, and Adobe Basic
61

Voip Coordinator / Field Service Support Resume Examples & Samples

  • Activation and deactivation of VoIP phones inside Cisco Call Manager and Lync/Skype
  • Activation and deactivation of voicemail profiles inside Exchange UM
  • Activation and deactivation of softphones
  • Troubleshoot and resolve End User issues reported through the Service Desk
  • Prepare, stage phones and oversee new VoIP phone deployment projects
  • Work with or guide Tier 2 and deploy technicians onsite during a deployment
  • Resolve and close Tickets related to VoIP phone issues that are escalated from the Service Desk and Tier 2
  • Ongoing support of VoIP phones after launch at a Deere unit
  • Maintain and manage phone inventory
  • Update Asset Manager
62

EUS / Field Service Support Resume Examples & Samples

  • Ensure Management of Full Time or Dispatch Engineers at various locations in the region via documented process to our Delivery and Partners
  • Should have participated in Transition and transformation projects in the EUC and Field Services domain
  • Should have knowledge on Service Desk operation and tools
  • Good graps of ticketing tools
  • Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc
  • Should have knowledge on MS Office and Microsoft project
  • Taking ownership of issues through to resolution on all appropriate requests
  • This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned
  • Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc
  • Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications ie Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them
  • Effective communication in English mandatory, any local languages or one of European Language is favorable
  • Experience 4+ years' experience with 1+ years in similar or related role
  • Experience in manufacturing/factory service delivery desirable
  • ITIL/PMI professional is a big plus
  • Good mix of Transition (External customer), Delivery and project experience in EUC
63

Service Cashier / Service Support Resume Examples & Samples

  • Responsible for printing out estimates, invoices and accepting payment for completed service work
  • Responsible for keys while cars are being serviced
  • Type 40WPM
64

Field Service / Support Technician Resume Examples & Samples

  • Requires minimal supervision unless problems arise or as departmental goals and/ or tasks change
  • Displays initiative and judgment in arranging job activities to achieve objectives
  • Proactively advises and updates group regarding data analysis and reporting status
  • Ability to train others in usage of data and software systems as needed
65

Service & Support Lead-high Tech Resume Examples & Samples

  • Be accountable for commercial targets
  • Is accountable to meet own account-related P&L, supports overall customer revenue consumption (from all lines of services) and margin (bid and incoming margin)
  • Identifies customer problems and pain points that can be addressed through MaxAttention/Active Embedded offerings including value assurance packages
  • Is accountable for MaxAttention renewals and quality of services delivery plans
  • Drives customer loyalty and satisfaction
  • Provides transparency of customer status towards DBS market unit management
  • Demonstrate Leadership
  • Serves as trusted DBS partner for a dedicated customer, managing a sustainable and long-term engagement starting with customers not necessary in the “important SCP account” segment in a 1:1 relationship (1:n also possible)
  • Strongly supports the development of the customer along the defined value based innovation roadmap together with the Business Transformation Lead and corresponding Solution Architects
  • Manages the account P&L
  • Supports the definition and management of the strategic development and direction of the customer by jointly establishing the customer’s innovation roadmap
  • Ensures the adoption of the value based innovation roadmap
  • Establishes and actively manages relationships with key customer stakeholders (LOB and IT)
  • Serves as point of contact for the customer to simplify the experience, mitigate risks and resolve high profile project, support and contract escalations and questions
  • Oversees the development of proposals and tenders
  • Establishes trusted advisor status with strategic customers
  • Manages “business outcomes” based on customer business KPIs
  • Ensures on-time and on-budget delivery and appropriate project & risk management
  • Actively collaborates with the entire Front Office Team (program manager, project manager, TQM, EA,…)
  • Defines and agrees on governance model with customer and front office team
  • Orchestrates and participates in the governance cadence with customer
  • Ensures contractual obligations are met across Services, Subscription and Maintenance contracts
  • Entrepreneurial mindset (DBS P&L knowledge)
  • Experience in 1 or more industries and the industry the customer belongs to (core processes and trends of the industry)
  • Experience in Value Management and Realization
  • Experience to sell and deliver customer engagements
  • Knowledge of the strategic and operational issues of engagement management, program management and project management
  • Ability in managing internal and external client expectations on program requirements and deliverables
  • Strong knowledge of SAP’s Digital Transformation Strategy, our Service and Support offerings (e.g. Premium Engagement, Max Attention, Value Assurance Packages)
  • Liaison and consultative skills: negotiating skills within a context of political sensitivity and conflicting interests
  • Strong writing, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets
  • Proficiency in key program management knowledge areas of Program Management Lifecycle, Benefits Management (Value Management), Program Governance, Stakeholder Management
  • Knowledge and competency in program management related areas of Knowledge Management, Portfolio Management, Organizational Change Management,
  • Adaptability and flexibility to manage deadline pressure, ambiguity and change
  • Leadership, organizational and interpersonal skills; the ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior management, clients, peers and team members
  • 10+ years of transformational program management across large programs which include P&L management of large engagements
  • Proven experience in successfully leading cross functional teams without authority / in a matrix
  • Strong experience with engaging C-level customers
  • Proven to successfully operate and align across internal and external stakeholders on various levels
  • Project Management experience needed
  • Strong IT/Software industry background is an advantage
  • Depending on account - international experience required
  • Strong stakeholder management and influencing skills
  • Adequate experience in managing customers, partners as well as internal resources
  • Management experience of medium to large size and multilayered teams is desirable
  • Management of remote resources and strong interdisciplinary orientation
  • Cultural awareness and experience working across different cultures and nationalities
  • Strong interpersonal skills with advanced networking capabilities and business development skills
  • Strong leadership and people management skills are desirable
  • SAP Product Portfolio (on premise and cloud solutions, S/4HANA) / SAP standard solution and service offerings
  • SAP Next Generation solutions and services (e.g. S/4HANA, Fiori (Mobility, UX), Cloud)
  • Industry Solutions (in related Practice area)
  • SAP Product Roadmap (in related Practice area)
  • Stakeholder management and influencing skills
  • C Level Communication & Presentation
  • Meeting Moderation
  • Facilitation & Negotiation
  • Managing expectations, conflicts and escalations
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Manager of Service Support Team Logis Ocean Resume Examples & Samples

  • Maintains good working relationships with appropriate internal and external DHL customers
  • Is flexible and continuously responsive to changing business and user requirements
  • Provides reporting and escalation path to the departmental Management
  • Provides verbal and written technical reports to specialists on aspects of system status. Provides non-technical reports to users and managers
  • Delivers team objectives to agreed OLA/SLA
  • Supports and complies with the ITS Run processes
  • Identifies and rectifies the full range of operational exceptions and error conditions and manages sensibly and responsibly the resolution of unexpected or extraordinary events or incidents
  • Ensures that users, specialists and others are kept informed of progress and status using appropriate methods
  • Contributes to departmental policy, procedures and practices
  • Supervises all daily activities
  • Schedules tasks according to priority
  • Monitors individual performance and provides technical guidance to team members as required
  • Ensure development of people through a comprehensive training plan for direct reports and subordinates
  • Result oriented personality
  • Strong communication, organizational and presentation skills
  • Leadership and mentoring skills
  • Pro-activity & Self-motivation
67

Manager of Service Support Team Resume Examples & Samples

  • Degree in Computer Science, Information Systems or equivalent experience
  • Good understanding of ITIL, certification is an advantage
  • At least 2 years proven experience with IT system solutions support team leadership (for ex. ServiceDesk, Application Support etc.)
  • Good organizational skills and ability to perform under stress
  • Flexible and continuously responsive to changing business and user requirements
  • Provides verbal and written technical reports to specialists on aspects of system status
  • Provides non-technical reports to users and managers
  • Provide clear direction and performance standards across the team
  • Provides advice, assistance and leadership associated with the planning, design and improvement of service and component
  • Plans arrangements for disaster recovery together with supporting processes and manages the testing of such plans
  • Excellent communicator; who displays good potential or actual team leadership skills
  • Must display evidence of customer focus as a prerequisite for this post, plus the ability to work with minimal supervision in a fast paced environment
  • Fully proficient knowledge and understanding of user/customer perspective and the impact of technical and application problems on their customer’s business
  • Technical or administration expertise relevant field (Hardware; Information management; Systems Management)
  • Experience in logistics business is an advantage We welcome analytical thinking and leadership soft skills
  • Excellent in stakeholder management and also had previous experience in people management
  • Able to work on permanent US shift (11pm-8am)
68

Service Support Admin Entry Resume Examples & Samples

  • Provides administrative support in support organization to support personnel, including call management, documentation creation and office automation assistance. Creation of repair work papers and documentation
  • May routinely provide support to remote team members. Responds to customer inquiries, acts as liaison with product divisions and other internal entities. Works on administrative assignments with clearly defined objectives
  • Performs routine clerical services/ support administrative duties using prescribed procedures incl. logistics and preparation for repairs like cleaning. Solves problems which are limited in scope and complexity
  • Works in accordance with the quality system and maintains work instructions and manuals accordingly
69

SF Appraisal Assignment Coordinator & Service Support Resume Examples & Samples

  • Monitoring of the appraisal management system queues in order to ensure the prompt delivery of completed appraisal services, client communications and timely payment of invoices
  • Communicate appraisal revision requests to appraisers as requested by: underwriters, lending partners and teammates
  • Coordinate and problem solve issues that arise during the appraisal delivery/procurement process. Communicate proposed solutions and resolutions to all parties including appraisers and production staff
  • Provide administrative support to Appraisal Review Team by: set-up, log-in, assignment and delivery of technical review requests
  • Process appraiser-vendor invoices by: entering invoice info on spreadsheet; assigning correct GL/Branch to invoice; completing the status in appraisal management system; documenting the LOS conversation log; uploading/delivery of “paid” invoice to internal clients; and providing GL-formatted hard-copies of invoices for management approvals
  • In conjunction with the Single Family Operations Manager, manage the appraisal vendor(s) to achieve highest quality service, timing, communications, reporting and overall production
  • Ensure that appraiser independence is protected at all times. Act as the liaison between production (loan officers, processors, and other staff) and the appraiser as required
  • Educational requirements include high school diploma or higher. Knowledge of single family appraisal, including familiarity with the Uniform Standards of Professional Appraisal Practice (USPAP) and federal appraisal independence requirements (AIRs) preferred
  • Three years of experience in an office setting required
  • Must be a self-starter, quick learner, highly motivated, organized, dependable, work well under pressure and be able to manage workload effectively with minimal supervision
  • Must be accurate in completing responsibilities with strong attention to detail
  • Excellent interpersonal skills that will enable service level commitments to be achieved while ensuring compliance with regulatory requirements
  • Enjoy a flexible, fast-paced and multi-task oriented work environment. Must be able to adapt quickly to change and to significant swings in appraisal volume
  • Familiarity with office procedures and equipment, including personal computer and Microsoft Word. Experience with Microsoft Excel required
  • Accurate typing - 40 WPM. Microsoft Office experience required
  • Hours: Monday through Friday - 8 hours/day and overtime as required
70

Merrill Edge Service Support Associate Resume Examples & Samples

  • Superior client service skills including excellent listening skills and professional phone/mail etiquette
  • Accurate data entry skills
  • Track record of attention to detail and follow through on assignments
  • Keep current and comply with regulatory requirements
  • Foster collaborative relationships within and across business units and sectors
  • Operational experience preferred
  • Self-starter, must be willing to asks questions and constantly seek ways for process improvement
  • Must develop a deep understanding of their process quickly and be able to speak to their process across all levels of the organization
  • Working knowledge of Microsoft Office Products; Word & Excel
  • College degree or equivalent work experience desired
  • Client/Customer Service background preferred
  • Knowledge of ML/BAC policies, procedures and Core Values
  • Series 7 & 66 registration preferred, not required
  • Knowledge of the markets and branch office operations a plus
71

Supervisor Service Support Resume Examples & Samples

  • Supervise a team of Interpreters with varying levels of certification and skill sets from across the globe
  • Manage an expense budget that is paid to contractors and interpreter agencies across the globe
  • Optimize a variety of accessible technologies that provide reasonable accommodations to employees with disabilities
  • Provide direct administrative support to Director and Lead team as needed
  • Bachelor's degree and two years related work experience or six years related work experience post high school
  • One year supervisory or leadership experience
  • Interpreter Certification from one or more recognized institutions, i.e. the Registry of Interpreters for the Deaf (RID), National Association of the Deaf (NAD) or State Certification/Licensure
  • Demonstrated experience coordinating and providing accessible communication services
  • 5 to 8 years of professional American Sign Language Interpreter services to businesses, government agencies, community services and or higher-education institutions
  • Strong fiscal acumen and expense budget management
  • Complex schedule coordination for provisioning of accessible communication products and services
  • Knowledgeable about various certification levels, competencies and proficiencies in the American Sign Language profession
  • Skilled at assessing "best fit" communication styles between telecommunication professionals and ASL Interpreter competencies
  • Talented at managing group dynamics
  • Experience in working with a wide-range of customers with disabilities
72

Senior Laser Field Service Support Engineer Resume Examples & Samples

  • Installation, maintenance and repairing of laser systems used for material processing
  • Provide technical support via telephone/email/remote diagnostics in close collaboration with internal factory staff
  • Conduct customer-specific training courses at Lumentum Switzerland or at the customer's premises
  • Attractive salary and bonus structure
  • Live and to work in one of the world’s most desirable high standard-of-living European cities
  • Further training possibilities are always supported
  • Free parking
  • Team-oriented work based on trust and commitment
73

Team Leader for Service Support Center Resume Examples & Samples

  • Minimum secondary education
  • Minimum 4 years professional work experience within the IT industry on a direct team management position - preferable from an IT service provider vendor in a Customer Support Center/Service Desk
  • Positive attitude including high motivation skills
  • Strong business understanding of Service Desk environment /KPIs, SLA, dynamic flow & interaction with the global colleagues during daily operations/
  • Understanding what it means to work in an international environment with different cultures
  • Fluent English (written/spoken)
  • General overview of IT technologies
74

Field Service / Support Engineer Ts / sci Resume Examples & Samples

  • BS Degree in Computer Science / Engineering related field OR
  • Military/professional background with commensurate technical training, and a minimum 5 years’ experience in technical related field
  • Current TS/SCI Clearance with ability to obtain CI/FS Poly
  • Active CI/FS Poly preferred
75

Senior Field Service / Support Engineer Resume Examples & Samples

  • Expertise with SGI hardware/software and High Performance Systems (Irix, Unix, Linux)
  • Knowledge of system interoperability with Raid [or other] Storage, Networks, Servers, and other system type attachments
  • High level of problem isolation and identification skills
  • Excellent communication and customer relation skills
  • Some travel required. (Approximately 10%)
  • Expected to work after hours and weekends when necessary
  • Required to carry a "pager" and participate with the team on-call rotation
  • Live (or be willing to live) within 1 hr drive time to Aberdeen, MD
  • Hold a current TS Security Clearance or be able to obtain such clearance
  • BS Degree in Computer Science / Engineering related field or military/professional background with commensurate technical training
  • Minimum 5 years experience in technical related field
76

Crown Bolt Service Support Associate Resume Examples & Samples

  • Acts as a liason between field and headquarters to provide backup support in administrative and technical areas. Creates, updates and monitors credit for defective merchandise
  • Received and monitors all merchandiser's mileage expenses
  • Monitors cross merchandise and quarter pallet promotions
  • Compiles delivery issues and statistics for reporting to Logistics
  • Compiles, maintains and monitors surveys and tracks information for stores and field service team
  • Must be eighteen years of age or older
  • Must pass Background Check
  • Must pass pre-employment test if applicable
77

Technical Service Support Engineer Resume Examples & Samples

  • The Engineer Technical Support is responsible for providing 2nd & 3rd line escalation support both onsite and remote
  • Technical Support is part of the Global technical support structure and works in line with different departments in the FEI organization, supported with an effective call handling process
  • Technical Support is tasked with resolving problems in the field, both directly to the customer and to the local field service engineer. If needed, technical support can escalate to the Manufacturing Groups. This is the department with expert knowledge on the specific system modules
  • Besides supporting escalations, he/she is responsible for providing customer phone support with use of the DBD process (Diagnose Before Dispatch), supported by FEI’s RAPID remote diagnose system
  • The Technical support engineer has a leading role in the transfer of new product knowledge to Service Engineers and drives quality improvement programs of FEI products
  • A Technical BA degree (electronics, software, physics, mechanics) or a combination of technical education and experience that demonstrate the required skills
  • Typically 10 years of experience in a Field Service or Production Testing environment
  • Experience with analytical equipment (Electron Microscopes, Wafer Steppers, medical equipment)
  • Experience with demanding customers (internal /external) and understanding of the importance of customer relations and intimacy
  • Willingness to travel (30%-40% of working time) with max. periods of 2 weeks
  • Experience with systematic technical troubleshooting
  • Proactive and result-driven mindset
  • Attendance is a required function of this position
  • Must be able to travel internationally with the ability to obtain a valid passport
78

Service & Support Senior Program Manager Resume Examples & Samples

  • Partnering with Business Leaders and partner organizations to understand business strategies and relevant priorities to effectively establish and lead programs and projects to meet business objectives while maintaining or improving operational efficiency and customer satisfaction. This will be accomplished through effective Program and Project leadership based on strong interpersonal, analytical, collaboration, and risk management skills. This responsibility includes, but is not limited to: leading enterprise and business systems transformations, re-engineering business processes and leading change management to drive effective adoption of new systems and processes, driving cross-functional/cross-organizational growth and operational efficiency initiatives
  • Demonstrated analytical and problem solving capabilities
  • Business and Enterprise IT knowledge
  • Demonstrated ability to effectively drive organizational change
  • Demonstrated experience in effectively leading and managing large multi-organizational, multi-country programs and projects with ability to achieve results through influence and collaboration with virtual teams
  • Independent, results orientation, with a hands-on attitude and decision making skills that consistently reflect global considerations
  • Demonstrated experience with Project Management methodologies including Waterfall and Agile as well as business process re-engineering and process modeling techniques
  • Process development/management skills and working knowledge of LEAN & 6S
  • External Industry focus with bias towards measuring results against customer expectations
79

Senior Technical Service Support Specialist Resume Examples & Samples

  • Engage current and potential Niagara developers to bring a strong community voice to Niagara developer program initiatives
  • Working with technical support team to handle the L3 cases, to provide the SW developing support according the partners’ requirement,
  • Building the drivers and apps based on Niagara Framework as the professional service for the specific industry and partners
  • Working with the education team to increase awareness of Niagara technology through university partnerships and programs
  • Technical Bachelor’s Degree Required (Computer Science, Information Systems)
  • 8+ years of experience working in the complex software product development projects, including OnPremise /could software system
  • 5+years leadership experience, building out strategies and global teams
  • 8+years managing budgets, timelines, and resources
  • 5+years experiencing on JAVA design patterns. Or 5+years experiencing on Web UI development, including JavaScript and CSS,HTML5
  • 3+years experiencing with Agile Software Development and Test experience using automated test tools
  • Strong written and verbal communications in English and Chinese
  • Strong self-motivation, and effective team player and able to work with a diverse array of people, challenging in a non-confrontational way and build successful working relationships
  • Master’s Degree in Information System or Computer Science
  • Experience with iOS and Android Marketplace Strategies
  • Project Management experience and DevOps
  • Experiencing on Python, Hadoop, Spark, Kafka, Load balancers
80

Channel Service Support Business Analyst Resume Examples & Samples

  • Good public speaking/presentation skills, and command presence are a must
  • Extensive experience in KPI reporting, data mining, to include creation of dashboards. Experience with Tableau a plus
  • Technical expertise regarding data models and database design development
  • Programming skills preferred. Understanding of XML, SQL, and Business Objects
  • Experience using statistical packages is desirable for analyzing large datasets
  • Excel domination and mastery is highly preferred
  • SAP Experience required
  • Exemplary professional demeanor, resourcefulness, flexibility, and self-motivation
  • Ability to maintain a positive attitude in high stress and multitask in an extremely dynamic environment
81

Service Support Resume Examples & Samples

  • Keep up-to-date on basic product knowledge
  • Perform various duties around the facilities
  • Receive and ship machines and attachments
  • Assist with cycle counts and/or full physical inventory
  • Assist the Service Technicians
  • Perform basic cleaning, maintenance, and organization of Service Department
  • Occasional setup and assembly of products
  • Wash and detail equipment
  • Other duties as assigned by direct supervisor
  • Required
82

Technical Service Support Specialist Resume Examples & Samples

  • Serve as technical support resource providing diagnostic support on less complex warranty and non-warranty repair events
  • Formulate and direct less complex repair plans
  • Document the results of diagnostic and repair actions in the appropriate database clearly and concisely
  • Manage the escalation of complex requests to the appropriate level of support
  • Assists with diagnostic support and escalation process improvement activities
  • Maintain knowledge and technical understanding of current products and new products
  • Promote Cummins Service capability and service programs to increase sales
  • Communication - Written And Verbal - Significant experience in written and verbal communication and should be capable of communicating effectively to all levels within and outside the company
  • Diagnostics - Familiar with the basic elements of on-board diagnostics and their relevance. Knows when/if diagnostics should/could be applied; capable of applying it at the basic level
  • Data Gathering And Analysis - Capable of selecting and performing the required measurements in a safe manner to determine data quality and to apply predefined applications to raw data sets
  • Distribution/Service Network Knowledge - Knowledge of the Distribution Business Unit's role in the distribution and support of Cummins products. Effectively communicates and works with Distributor personnel to complete performance plan objectives which require interaction with the global distribution network
  • Warranty/Policy Support - Has working knowledge of the warranty, extended coverage, and policy programs. Is able to evaluate a policy request and determine whether it qualifies or not. Has the capability to determine root cause of failure and assign accountability. Is able to communicate the decision in a diplomatic manner. Coaches/trains employees
  • Manage all assigned Electronic Service Tools related items (e.g. Siebel Tickets, PRCRs, Customer Calls, PIRs, QSOL Tickets, WWCPS, FIRG issues, etc.)
  • Support field visits to customer sites for issue investigation and resolution
  • Diagnose service tool communication issues for customers
  • Develop and maintain Troubleshooting Guides for software installation and usage errors
  • Support Field Test activities for all service tools assigned to the team; Lead issues resolution to ensure that they are addressed and corrected prior to release
  • Identify customer needs for electronic service tools and evaluate the best method for meeting those needs by working with multiple teams and individuals to explore possible options
  • Expert knowledge of Electronic Service Tool Software: INSITE™ electronic service tool, Update Manager, INCAL, and Fault Viewer
  • Expert knowledge of Electronic Service Tool Hardware: INLINE datalink adapters, third party datalink adapters, and Cummins’ electronic service tool cables and power supplies
  • Expert knowledge of vehicle J1708/J1587 and J1939 communications, including interactions of other devices on the datalink
  • Expert knowledge of LUIS bench testing system
  • Expert knowledge of remote customer support systems (e.g. LogMeIn)
  • Expert knowledge of Windows Operating Systems, including XP, Vista, and Windows 7
  • Ability to quickly learn and master new tools and skills outside of area of expertise
  • Support all testing, training of Electronic Service Tools
  • Ability to work well in team environment with numerous cross-functional teams
83

Manager Imaging Service & Support Resume Examples & Samples

  • Manages the day-to-day operations of the Imaging Systems Service or Applications Support functional groups
  • Monitors and evaluates performance of assigned staff and takes action as necessary to motivate, reward and discipline staff in accordance with department and organizational policies
  • Provides guidance to staff on performance and productivity issues
  • Responsible for handling HR time keeping, time off requests, on-call schedules and vendor activity/invoicing review
  • Encourages and reinforces teamwork within the MICOE (Medical Imaging Center of Excellence) MITI/KP-IT structure
  • Promotes and builds strong relationships with local, regional and national KP-IT teams that are important for timely and responsive support
  • Cultivates and reinforces appropriate group values, norms and behaviors
  • Helps to identify systemic support issues and works with MITI staff, other KP support entities, and provides guidance and instruction to support during day-to-day operation or critical support events
  • Coordinates with other MITI department managers to deploy new support processes for applications or systems within KP
  • Identifies and schedule training as necessary to ensure that staff are knowledgeable about the applications and equipment they support
  • Identifies and define key support elements, problem resolution processes, approaches and performance metrics for providing support services
  • Designs and implement processes to address identified support related problems
  • Participates on any critical-outage conference call for imaging systems or applications issues that require a MITI manager's presence
  • Takes after-hour call on a rotational basis with other MITI service/support managers
  • Monitors support-related statistics, status of open support requests and timeliness of scheduled support events, such as preventive maintenance
  • Monitors management of the spare parts inventory required for service and replacement of existing equipment
  • Travel within region required
  • Periodically visits equipment and application use sites throughout assigned geographic area of responsibility to maintain awareness of any support issues/concerns from the perspective of users and MITI staff
  • Minimum five (5) years of progressive responsibility in a health care or technical support setting required
  • Master's degree in information technology, technology management, healthcare, hospital, business or public health administration or related field preferred
84

Service & Support Partner Industry Resume Examples & Samples

  • Represents DBS – one face to the customer, being accountable to establish customer loyalty, customer success and satisfaction for all line of services
  • Is accountable within SAP for the customer P&L, owning topline, consumption and project margin (bid and incoming margin) for all line of services including Consulting, Premium Engagement, Custom Development and Cloud Services
  • Actively pushes premium engagements (MaxAttention / Active Embedded)
  • Is primarily a delivery execution function managing the successful end-to-end delivery of all Digital Business Services
  • Is to make sure what was sold gets successfully delivered (in time & quality), the revenue gets consumed, software utilized and the profitability is managed
  • Is expected to look for opportunities where SAP can add value and expand the engagement along the agreed innovation roadmap
  • Is responsible to drive the adoption of the innovation roadmap and guide the customer in their journey
  • Establishes and actively manages relationships with key customer stakeholders (LoB and IT)
  • Oversees and leads the development of large, strategic Run Simple proposals and tenders
  • Manages the governance process aligned with all stakeholders (customer, SAP, and partners)
  • Proactively identify changes in work scope and ensure appropriate planning measures are taken with internal and external stakeholders to reassess and amend the scope of work requirements, budget and timeline
  • Actively selects and manages the entire Front Office Team
  • Proven customer centricity, experience in management communication
  • Experience in Manufacturing and Automotive industry (core processes and trends of the industry) is a plus
  • Strong business acumen
  • Good liaison and consultative skills
  • Proven writing, mentoring, decision making, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets
  • Ability to train, mentor and develop program managers and project managers
  • Knowledge of the strategic and operational issues of engagement management, program management and project management
  • Experience in key project management knowledge areas of project integration management, scope management, time management, cost management, quality management, human resource management, communication management, risk management and procurement management is a plus
  • Experience in key program management knowledge areas of Program Management Lifecycle, Benefits Management (Value Management), Program Governance, Stakeholder Management, and Integration Management is a plus
  • Adaptability and flexibility to manage deadline pressure, ambiguity and change
  • Strong interpersonal skills; the ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior executive management, clients, peers and team members
  • Experience in successfully leading cross functional teams without authority / in a matrix
  • Demonstrated to successfully operate and align across internal and external stakeholders on various levels
  • Project Management experience needed
  • Management and Leadership Experience
  • Strong stakeholder management and influencing skills
  • Adequate experience in managing customers, partners as well as internal resources
  • Interpersonal skills with advanced networking capabilities and business development skills
  • Knowledge of SAP Product Portfolio (on premise and cloud solutions, S/4HANA) / SAP standard solution and service offerings
  • Knowledge of SAP Next Generation solutions and services (e.g. S/4HANA, Fiori (Mobility, UX), Cloud)
  • Meeting Moderation
  • Facilitation & Negotiation
  • Managing expectations, conflicts and escalations
  • Willingness to travel, onsite ratio at the customer > 50%
  • Excellent knowledge of the German language is essential, both written and verbal
  • English: Fluent
  • More than 5 years work experience in services
  • Proven project management experience
85

Service Support Engineer Resume Examples & Samples

  • Experienced in customer support of Agilent Gas Phase Products (Gas Chromatography & Gas Chromatography Mass Spectrometry) analytical instrumentation
  • Proficient in assisting others with technical problems
  • A team player and self-motivated
  • Customer-centric
  • Provide technical assistance to customer facing support engineers; by phone and email
  • Support Gas Phase Products (Gas Chromatography & Gas Chromatography Mass Spectrometry - HW, SW, & Applications)
  • Create action plans and drive escalations for resolution
  • Provide feedback of technical issues experienced by our customers to the manufacturing divisions
  • Visit customer sites to help resolve issues when required
  • Application and/or solution knowledge / support (e.g. environmental, food safety, forensics, etc…)
  • Third party product knowledge / support (i.e. Tekmar, Markes, etc…)
  • Bi-Lingual skills
86

IT Service Support Supervisor Resume Examples & Samples

  • Minimum 5 years of experience in an IT technical support role supporting operating environments and PC/Server operating systems (Microsoft Windows)
  • 3-5 years of experience hardware and software installation and maintenance
  • 1-3 years previous supervisory experience preferred
  • Exceptional interpersonal skills: can operate successfully with cross-functional teams
87

Product Manager, Digital Service & Support Resume Examples & Samples

  • Develop digital strategies and plans based on business objectives, analytics, insights, metrics, market trends and groomed through the consumer lens
  • Lead the digital experience strategy that will contribute to the omni channel strategy and framework
  • Advise, consult and socialize with key stakeholders involved in prioritized initiatives; documents business opportunities, recommends digital solutions and provides timelines and budget impacts
  • Lead cross-functional meetings and drive collaboration between stakeholders. Drive to provide leadership and direction towards accomplishing goals and taking ownership and responsibility from strategy to execution
  • Intermediate knowledge using Jira/Confluence is required
  • Expert knowledge in Microsoft Office Suite
88

Product Specialist, Digital Service & Support Resume Examples & Samples

  • Accountable for the end-to-end chat experience enhancement for Rogers and Fido
  • Spearhead chat product improvement initiatives to drive increased adoption and usage
  • Responsible for alignment of digital portfolio with other products and channels (both digital and non-digital)
  • Collaborate with other digital partners to ensure alignment of an Omni channel strategy for all chat-related enhancements and platform changes
  • Possesses a clear understanding of customer needs, market trends and mobile first technologies and able to identify experience gaps for enhancements
  • Develop and maintain a working relationship with all internal stakeholders (other Business team) as well as external ones (platform vendors, competition)
  • Develop weekly status dashboard for management and executive team, providing key insights in chat behaviour and unresolved enhancements in the queue
  • Adapt to new tasks and take on additional responsibilities as needed
  • Undergraduate degree in Engineering or Information Technology
  • 2-3 years of experience in delivering digital transformation in Product Management roles in E-Commerce, Telecommunications of IT Services Provider
  • Experience working with data analysis, reporting and presentation (using Microsoft office tools)
  • Must be self-motivated and detail oriented, with a positive, cooperative attitude and the ability to function effectively as a team member
  • Able to maintain composure in a fast-paced, high-performance environment
  • Ability to lead and influence cross functional teams with a creative approach to problem solving
  • Expert in multi-tasking and managing simultaneous deadlines
  • Knowledge of customer experience/service digital channel will be an asset
89

Service & Support Partner Manufacturing Resume Examples & Samples

  • Being accountable for commercial targets: meet P&L and service revenue targets
  • Show Leadership: Provide a strategic direction and ensure customer success by aligning all stakeholders
  • Ensure excellent Project Delivery: Lead engagements from pre-sales to go-live and manage them holistically
  • Manage the account P&L
  • Establishes trusted advisor status with strategic customers
  • Actively manages relationships with key customer stakeholders
  • Serves as point of contact for the customer to simplify the experience, mitigate risks and resolve issues
  • Ensures on-time and on-budget delivery and appropriate project & risk management
  • Support the strategic direction of the customer by jointly establishing an innovation roadmap
  • Ensure the adoption of the value based innovation roadmap
  • Oversees the development of proposals and tenders
  • Ensures contractual obligations are met across Services, Subscription and Maintenance contracts
  • Orchestrates and participates in the account governance with colleagues and the customer
  • Actively collaborates with the entire Front Office Team
  • Ensuring the customer becomes an official reference for successful projects
  • Entrepreneurial mindset (previous experience about handling P&L)
  • Leadership, organizational and interpersonal skills
  • Strong communication skills, ability to utilize a combination of formal authority and persuasion skill sets
  • The ability to work well with people from different disciplines with varying degrees of technical experience
  • Senior Stakeholder Management / experience in talking to C-Level
  • Excellence in Program- and Project-Management, ideally PMP certified
  • Knowledge of the strategic and operational issues of engagement management
  • Experience to sell and deliver customer engagements
  • Experience in the industry the customer belongs to, or directly at the customer
  • Know-how about Value-Management and -Realization
  • Ability in managing internal and external client expectations on program requirements and deliverables
  • Strong knowledge of SAP’s Digital Transformation Strategy, our Service and Support offerings
  • Liaison and consultative skills: negotiating skills within a context of political sensitivity and conflicting interests
  • Knowledge and competency in Portfolio- and Organizational Change-Management
  • Adaptability and flexibility to manage deadline pressure, ambiguity and change
  • For our global accounts international experience is required
  • Fluent English, German and French skills
  • Depending on Account either fluent German or French is a must
  • 10+ years of transformational program management across large programs which include P&L management of large engagements
  • Proven experience in successfully leading cross functional teams without authority / in a matrix
  • Strong experience with engaging C-level customers
  • Proven to successfully operate and align across internal and external stakeholders on various levels
  • Project Management and Deliver-Execution experience needed
  • Strong IT/Software industry background is an advantage
90

Coordinator, Digital Service & Support Resume Examples & Samples

  • Contribute to projects to centralize digital capabilities across all channels
  • Gather and provide insights for business cases, prepare and illustrate decks
  • Act as a digital subject matter expert
  • Identify and work on initiatives to continuously improve the digital experience
  • Help prioritize the initiatives with the most impact to Digital NPS and other key metrics
  • Report on key metrics to track team success
  • Intake & manage requests for BAU changes from various cross-functional teams
  • Track and measure efficiency & delivery of all initiatives (impact on business and customer satisfaction) against established targets
  • Analyze call driver reports and customer feedback
  • Accountable for his/her initiatives and the associated results
  • Identify potential roadblocks and proactive determination of solutions to be implemented
  • Help monitor the site and work with production support team to resolve issues
  • 1-4 years Business experience with an emphasis on digital and customer experience
  • Experience in the implementation of digital capabilities
  • General design background, ability to illustrate data for presentations
  • Experience in gathering insights from analytics and reporting
  • Proven ability to analyze and interpret data to provide insight-driven direction to a variety of stakeholders
  • Ability to analyze issues, identify root causes and recommend solutions
  • Strong skills to work collaboratively
  • Self-sufficient and ability to operate with autonomy
  • Delivers results in a rapid-paced, adrenaline-driven environment
  • Entrepreneurial and adaptable, but can also deal with process and controls
  • Excellent communication (written and oral) and presentation skills
  • Knowledge of telecommunications is an asset
91

Field Service / Support Technician Resume Examples & Samples

  • Troubleshoot and resolve issues brought forward by Project Managers and Customer Support Personnel 40%
  • Install AMI system infrastructure for new installations, in locations discovered through troubleshooting and preselected by Project Manager or Customer Support Personnel 30%
  • Interface with the customer to resolve local issues and train local field staff to support deployed AMI systems 10%
  • Provide field information to support site surveys to identify system infrastructure requirements, constraints, and considerations 10%
  • Provide periodic update to Project Managers and Field Ops Management 5%
  • Document field procedures 5%
  • May require direct oversight of sub-contractors. For example, electricians who are contracted to install network infrastructure on Mueller Systems’ behalf
  • Manage contract installers/technicians during larger deployment projects where Mueller Systems is responsible for the meter installation
  • The position is expected to make logical decisions based on data available and be able to defend said position if questioned
  • The position is held accountable for safe work practices and continued safety vigilance
  • Decisions for this position have a measurable impact on costs and schedules. Changes in project scope are negotiated amongst customer, project manager, and sales/sales management. The field service technician must always bear in mind the company’s risk and financial exposure on deployment projects
  • Must make tough priority calls, balancing customer performance and schedule expectations against Mueller Systems financial impacts
  • Demonstrated proficiency in the use of electronic devices such as handheld and laptop computers, GPS units, field communications devices
  • Able to multitask and adapt to changing priorities
  • The ability to assimilate and utilize data from a variety of sources provided by utilities to understand issues, diagnose problems, create solutions, and document those solutions is required
  • Knowledge of AMI systems desirable
  • Overall general LAN/WAN networking knowledge desirable
  • Knowledge of wireless technologies including familiarity with 900 MHz RF spread spectrum mesh networking
  • Proficiency with Microsoft Office products, especially Word, Outlook, and Excel
  • Mathematical/Analytical skills to quantify project cost and risk tradeoffs
  • A minimum of 3-10 years of progressive field experience with deployment/installation of wireless products and/or with utility meters (water, gas, or electric)
  • Personnel management and training experience a plus
  • Familiarity with RF fundamentals and technology
  • The ability to make individual decisions when required without direct supervision
  • Demonstrated responsibility in the management and day to day operations of an installation team since the Sr. Field Technician may often cover for the Project Manager
92

Infrastructure Service Support Resume Examples & Samples

  • 5+ years of experience with demand management or similar responsibilities
  • Candidate must show they are capable of working on critical time sensitive objectives, milestones, and plans with limited oversight
  • A deep understanding and experience with ITIL Methodology
  • Service Delivery Model and Performance Metrics & Reporting knowledge
  • Technical Problem Resolution
  • Business Applications Knowledge and Business Continuity/Resiliency Knowledge
  • Change Management
  • Corporate IT Audit Process and IT Risk Management
  • Asset/Inventory Management, Risk Assessment and Customer Service
  • Foundation Architecture Knowledge, Infrastructure Product Knowledge, MS Office, MS Project, MS Visio
93

EUC / Field Service Support Resume Examples & Samples

  • Experience providing IT support services required, end user support experience preferred
  • Experience in factory/manufacturing environment desirable
  • Ability to multitask and prioritize work, and
  • Ability to adapt to new processes and procedures
  • Ability to handle and safeguard confidential information
94

Service Support Engineer Resume Examples & Samples

  • 1+ years of Field Service Experience preferred
  • Technical aptitude to troubleshoot electro-mechanical systems
  • Good written, oral communication and computer skills
  • Ability to lift 100 lbs
95

Senior Adoption Manager Technology Service & Support Resume Examples & Samples

  • Targeted FR consulting activities
  • Technology support to decrease calls to Network Support
  • Technology training
  • Technology stability and maintenance
  • Manages a team of up to six Technology Productivity Consultants and Technology Coordinators. Provides coaching, mentoring, development support. Also manages performance plans
  • Manages the re-engineering opportunities within the department or cross-department that affects the business environment and customer satisfaction, utilizing best practices
  • Negotiates project/support budget and assignment of resources with department and cross-department key partners based on drives and objectives
  • Assists with the development of technology communication and rollout strategies and executes communications with business clients, local field offices, IS Dept, vendors, field and senior management to build consensus, sell ideas and influence change that affect the business environment
  • Bachelor’s Degree with an emphasis in, Business, Marketing or related field preferred OR a significant amount of directly related work experience beyond the minimum required for the position
  • Minimum 4-6 years of people management experience
  • Minimum 10 years of experience/knowledge of business operations in the field and home office environments
  • Proven ability to apply knowledge and perspective across departments
  • Proven relationships in the field
  • Proven management skills including negotiating, leadership, delegation, planning and organization
  • Proven ability to be responsive to changing business needs, manager, needs of field leadership and prioritize concurrent assignments and handle ambiguity
  • Proven ability to anticipate future consequences and trends accurately
  • Demonstrated commitment to continue improvement of customer service and support
  • Proven ability to identify and cultivate relationship with key stakeholders both in the home office and field representing a broad range of functions and levels
  • Ability to build strong external networks with people in the industry and/or profession
  • Proven ability to lead decision making process through idea sharing and consensus building
  • Ability to travel 25% of the time
96

Wtcs Service Support Coordinator Resume Examples & Samples

  • Working knowledge of business and customer-facing processes that support capital products which require service and repair or the equivalent. Preferred
  • Working knowledge of the Complaint/Service database system or the equivalent with an emphasis on Service and Repair
  • Demonstrated competence in utilizing varied computer systems and applications. Required
  • Demonstrated ability for attention to detail to include but not limited to accurate and complete data entry and data maintenance. Preferred
  • Demonstrated quality and compliance mindset
  • Demonstrated ability to consistently execute a defined process or procedure
  • A strong focus on the customer
97

Service & Support Technician Resume Examples & Samples

  • ACN-specific internal and external information systems and/or databases
  • ACN network infrastructure management
  • Serve as primary resource lead for ACN Service Desk team
  • Inventory and asset mananagement
  • Responsible for resolving client incidents/failures including evaluating possible causes of problem using troubleshooting tools when needed, developing a cost-effective solution, servicing requests, customer service, maintaining an incident knowledge base, and continuous process improvement
  • Other responsibilities include answering incoming user calls, routing requests for approval, and providing technical assistance
  • Common troubleshooting for login problems, operation of Microsoft Office Suite applications, email, network connectivity, printers, remote VPN access, applying security settings, device setup and operations
  • Works on multiple projects as a project team leader, providing guidance and direction to team members. Acts as a subject matter expert in one or more areas
  • Responds to incidents, diagnoses and resolves complex problems and provides guidance to other team members. Contributes to knowledge management database for problem reporting and resolution. Escalates issues when necessary. Integrates with problem management and performs root cause analysis when necessary
  • Responds to customer requests of high complexity. Interacts with the customers in a courteous and professional manner
  • Responds to assigned issues and participates in the advanced troubleshooting and deployment of new devices, upgrades, fixes and new installations. Provides feedback on technical process issues to improve overall service delivery
  • Participates in local and enterprise projects of low to moderate complexity. May coach and advise other team members
  • Exhibits knowledge of advanced desktop services skills. Ability to work closely with cross-functional IT teams on complex issues. Continues to build solid understanding of processes, procedures, and Arizona Care Network standards
  • Monitors deviations and escalates issues to more senior team members
  • Day to day interactions with user community and works collaboratively with multiple Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management, and Project delivery on small to medium size project
  • Provides Identity Access Management (IAM) support based on Arizona Care Network policies and procedures
  • Demonstrates potential leadership qualities through team motivation, coaching, and mentoring
  • POSITION QUALIFICATIONS
98

Service Support Specialist Resume Examples & Samples

  • Follows well defined procedures as outlined by Best Practices, SOP’s & work instructions. Take direction from Site Supervisor/Manager (and Team Lead) regarding daily duties
  • Makes decisions and utilizes available resources to meet customer requirements, independently
  • Analyzes/maintains/reconciles various customer and Thermo Fisher reports to ensure customer and Thermo Fisher requirements are met
  • Communicates with supervisor any customer issues or potential problems
  • Promotes personal growth and development by staying abreast of new policies and enhancements without the presence of site trainer and management team
  • Listens to customer concerns, effectively diffuses dissatisfaction, and quickly identifies course of action with a goal of first call resolution within established turnaround times
  • Works effectively with a diverse cross-functional team
  • Embraces Practical Process Improvement (PPI) methodologies
  • Utilizes systems as required by job function
  • Represents Thermo Fisher Scientific at all times throughout customer locations, professionally and positively
  • Performs other duties as assigned by management
  • Must be able to read, write and speak English fluently
  • Displays a high level of confidentiality for both customer and Fisher
  • Must maintain Thermo Fisher Scientifics’ Four-I Values
  • Experience in laboratory setting or services preferred; experience in GLP/GMP environment a plus
  • Must possess a High School Diploma
  • Must possess a strong desire to serve the customer, and the interpersonal skills to deal with various levels of personnel at the customer site
  • Must possess strong communication skills and customer focus to deliver excellent customer service including maintaining a professional appearance at all times
  • Must possess the operating skills to use hand held scanners and learn to enter data in various systems as necessary
  • Must possess strong analytical skills to reconcile various reports to ensure customer requirements are met
  • Must possess the organizational skills to multi-task and meet deadlines as needed
  • Must be able to use a computer and possess intermediate skills in Microsoft Office suite of software
99

Senior Manager, Service & Support, Japan Resume Examples & Samples

  • Build, develop, coach and mentor a strong management team to enable them to lead a high performing team across the Japan function
  • Develop strategies and systems to enable the field and in-house teams to plan, organize and execute activities to ensure efficient and effective service and support is provided to customers
  • Ensure key performance metrics, including installation completion time, issue resolution time, and departmental efficiency, are met or exceeded
  • Monitor and manage key account relationships and collaborate with sales and marketing to increase business from the existing customer base in Japan by ensuring customers are both satisfied and are making optimal use of their Illumina systems
  • Serve as second-level support for significant customer management issues. Customer visits as required
  • Work with sales and marketing to develop and implement a strategy to increase service contract sales
  • As a key member of the Customer Solutions leadership team you will contribute to the development of commercial infrastructure, processes, and systems to increase the quality and efficiency of support to Illumina customers in Japan
  • Continuous improvement of the customer experience through staff, process, and support tool development,
  • Provide reports on customer satisfaction metrics and feedback, and develop and implement strategies to improve them
  • At least 5 years of experience providing after sales support to customers in the life science industry preferred
  • At least 5 years of management experience in a commercial role with a multi-national corporation
  • Masters of Science or Engineering preferred and formal management training would be highly regarded
  • The proven ability to build, develop, coach and mentor a strong management team
  • Strong customer centric nature with a proactive approach
  • Highly motivated and successful leader who enjoys a challenging and dynamic work environment that embraces change and moves fast
  • Excellent time management, organizational and interpersonal skills
  • Strong collaboration across functions both within Japan but also across Asia Pacific and globally
  • A team oriented approach to the work environment
  • Attention to detail and analytical problem solving with strong decision making skills
  • Strong negotiation and communication skills in both Japanese and English
100

Senior Service Support Engineer Resume Examples & Samples

  • Primary responsibilities are to provide technical telephone & electronic support for Waters global field services
  • Technical support will include operational, applications, system troubleshooting, product recommendations and field visits
  • Input to Global Operations, Quality, Development, Service and Product Management
  • Documentation of support calls in the appropriate tracking system
  • Participation on new product project teams as GSS representative
  • Worldwide travel 10-20%
  • B.S. or B.A. or advanced degree in scientific discipline with course work in chemistry, or engineering
  • At least 5 years experience in a relevant position
  • Must have strong interpersonal and customer relations skills
  • Polished communication skills, both verbal and written
  • Software skills to include Microsoft and Waters chromatography data applications like Empower and Masslynx along with SFC Superchrome and Chromscope knowledge
  • Maintenance and system repair as required on UPLC based and SFC/SFE product line
101

Supervisor Technology Based Service Support Desk Resume Examples & Samples

  • Oversee the day to day operation of the OpteView Remote Services Support Desk Teams
  • Maximize performance and productivity of the OpteView Remote Services Support Desk by using current remote tools, field and/or professional services resources and best practices
  • Assist the Manager in leading organizational change to reduce costs, increase performance and efficiencies of Diebold
  • Responsible for building and maintaining customer support processes
  • Ensure reporting and escalation processes meet internal and external stakeholder requirements and SLAs
  • Build and Maintain Operation Procedural Manuals (OPM) for the Support Desk to guide actions and document customer specific processes
  • Maintain and or develop enhanced professional and business relationships with internal/external business partners, vendors, suppliers and clients
  • Ensure continuous improvements by recognizing gaps and deficiencies, recommend best in class enhancements to Manager
  • Actively promote and participate in partner, customer and associate visitations
  • Work well in adverse situations and communicate challenging situations in a positive and productive manner, both with customers and with internal organizations
  • Schedule weekly shifts and vacation; approve and forward timesheets to Payroll
  • Interview and recruit new Remote Service Representatives
  • Assist with the implementation of new OpteView operations business initiatives
  • Assist with developing and maintaining solutions in knowledge based systems
  • Assist with projects or other duties as assigned by Manager
  • Provide monthly, weekly, daily reporting of OpteView Operations performance statistics
  • Assist with scheduling and forecasting needs
  • Identify and recommend process improvements to maintain efficiency and growth of department
  • Provide training for new Remote Service Representatives and procedures as necessary
  • Bachelor’s degree, preferably in a computer related field, or bachelor’s degree in unrelated field with 2-3 years related experience and/or training in a technically oriented customer service department
  • Strong leadership and problem solving skills
  • Position requires a self-motivated individual who is able to work independently or in a team environment with strong technical, analytical, communication and problem solving skills
  • Capable of managing multiple responsibilities simultaneously and prioritizing
  • As appropriate – assist, support, lead business process improvement, map processes to create trends and monitor process segments
  • Ability to create relationships, network and collaborate with other teams to achieve desired results to positively impact the Remote Services organization and business
  • Strong organizational, communication, interpersonal and customer service skills are required
  • Attention to detail, as well as the ability to present material to management/customers and answer questions is critical
  • Previous support desk experience helpful
  • Ability to work in both a pro-active and re-active manner concurrently
  • Ability to positively work with current challenges as well as expected rapid growth
  • Must be able to tactfully and decisively handle complex customer and business issues as well as provide solutions or corrections
  • Knowledge of Financial Institution ATM operations useful
  • Possesses autonomy, initiative, and a strong sense of accountability
  • Capacity to meet deadlines and to work under pressure
  • Ability to troubleshoot and solve problems with a large degree of independence
  • Advanced knowledge in Microsoft Office products, use of Internet, as well as strong understanding of technology based services
102

Student Assistant Sales & Service Support Resume Examples & Samples

  • Working with company’s CRM Software
  • Conducting market research on potential customers or active funding programs
  • Working in the preparation of tender documentation
  • Supporting technical service for the traceability of the incoming goods from customers
  • Working on Servicesoft software
  • Customer support on deliveries and shipments
  • Currently enrolled as a student in Technical Disciplines (T.E.I.). Only TEI student CV’s will be reviewed as it is a practice training opportunity, unemployed people and post graduates cannot be taken into consideration
  • Able to work fulltime within the 6 months’ employment (40h per week), start date 01/07/2017
  • Highly motivated, open minded person with a desire to work learn and work in a dynamic team
  • Ideally experienced in working with CRM Systems and knowledge of MS Office software
  • Good verbal and written communications skills in Greek and English, other languages are of advantage
103

Admin Service Support Resume Examples & Samples

  • Administrative Services Respond to customer requests and concerns in a timely and courteous manner Provide assistance and/or backup to other employees as needed
  • Maintain clear communication with workgroup and supervisor/manager on current activities and relevant business issues
  • Perform data entry functions to reconcile promo vendor accounts
  • Balancing the cash register, and preparing cash & sales reports for the deposit and float
  • Storage and release of expense and vendor cheques
  • Maintain mail & fax directories, mail bins, carts, drop and intercompany courier mail locations
  • Receive & forward incoming faxes electronically following explicit procedures. Advise employees of difficulties in transmission
  • Send outgoing faxes following established procedures. Follow return and recycle procedures for hard copies
  • Stationery stores responsibilities include inventory, order, receive, price and stock supplies
  • Serve employees at the counter. Providing customer service to employees with respect to a variety of business and personal services, such as dry-cleaning, personal mail, bus passes, or the sale of promotional items and tickets
  • Maintain shelves stocked with stationery products
  • Maintain stock inventory areas with excess supplies, printed materials, engineering log books, and handle recycled goods including toner, batteries…
  • Outgoing Mail: Follow established Canada Post and 3rd party vendor procedures & regulations to process all mail. (Canadian and Incentive)
  • Incoming Mail: Follow established internal procedures to sort, deliver, and resolve problems
  • Prepare documentation for Incentive mailing provider and verify pricing
  • Record, notify & distribute incoming courier mail to employees
  • Provide Backup coverage for Receiving related functions
  • Knowledge of basic office equipment required
104

Service Support Admin Resume Examples & Samples

  • The qualified candidate will be integral in the continued success and growth of the district's service department possess high energy level, strong administrative skills with emphasis on organizational abilities, interpersonal communications, and customer service skills
  • Candidate will perform a variety of customer service/dispatching and administrative duties required to receive, screen, record, prioritize, assign, and close customer requests for technical service support and life safety systems inspections
  • Must have a positive attitude, ability to learn quickly, and able to work under pressure
  • Contact customer to communicate status changes
  • Professionally field customer complaints and attempt to resolve, involving supervisor when necessary
  • Validate and perform invoicing transactions for service calls in Oracle based computer systems daily
  • Know and use formal and informal channels to achieve faster work results for the team
  • Exercise independent discretion and judgment to solve problems regarding the daily administrative requirements
  • Maintain and organize department records (both paper and electronic files)
  • 2 years administrative experience, scheduling experience preferred
  • 2 years of experience working in a corporate environment preferred
  • Experience in Fire and Security or other major industries a plus
  • Strong PC literacy, advanced skills in Microsoft Outlook, Word, Excel, or PowerPoint
  • A strong work ethic and ability to communicate effectively with upper management
  • Ability to navigate through matrix organization and multi-task, problem-solve, and adapt to change in a fast-paced dynamic environment
  • Customer service mindset and high interpersonal savvy and approachability
  • Consistent pleasant and professional demeanor toward all levels of team members
  • Ability to complete assigned tasks with a minimum of guidance and oversight
  • Must have attention to detail and excellent communication skills are required
  • Excellent administrative skills are a must
  • Proficiency with MS Word and Excel required, Oracle and web based platform systems experience preferred
  • Must be able pass a pre-employment background and drug-screening
105

Service Support & Logistics Analyst Resume Examples & Samples

  • Excellent PC knowledge – must be proficient in all MS Office programs, generate pivot tables, v-lookups & charts, VBA and macro knowledge is advantageous
  • Self-starter with ability to think on your feet and make decisions
  • Customer focus and awareness of time commitments and ability to demonstrate a “sense of urgency”
  • A solid understanding of operational processes, stock control, import, export, shipping and compliance
  • Excellent Analytical & Reporting Skills with ability to use results to identify potential improvements and come up with solutions to resolve issues
  • Excellent understanding of reverse logistics, customs requirements & procedures within EMEA
106

Service Manager for Service Support Center Resume Examples & Samples

  • Understands SLA’s and overviews KPI fulfilment in alignment with Incident Manager ; advises actions on how to reach KPI’s
  • Calculates risks and potential pitfalls caused by any changes in the delivery (implementation of new procedures, processes, illness, not following adherence)
  • Maintains overview of the contract and is able to identify areas of focus; in cooperation with SDM’s
  • Has got direct contact with customer, whenever necessary
  • Present root cause and preventative actions to SDM and other stakeholders
  • Creates, updates and distributes documentation
  • Assist technicians and other service managers in complying to our processes
  • In cooperation with Line Manager, Team Coordinator has an overview over the performance in the team and proposes actions to improve it
  • Review of service coverage
  • Has an overview over knowledge level in the team, to be able to secure agreed level of service provided to the customer
  • Making sure knowledge is created when new procedures are being implemented and identifying which areas are lacking knowledge
  • Cooperates closely with the Line Manager, Team Coordinator and Incident Manager
  • Overviews contact with 3rd party vendor
  • Cooperates and collaborates with a Global Team
  • Cross-cultural experience
107

Service Support Engineer Resume Examples & Samples

  • Provides support to customers in North America, ensuring a high level of customer service. Customers include large blue-chip petrochemical and industrial gas companies, including Linde
  • Provide technical and trouble-shooting support to customers over the phone and occasionally on site as needed
  • Coordinates with Repair Supervisor, Service Administrator and Service Manager in the planning of activities in the workshops and on customer sites, to ensure optimum customer service levels and timely response to customer needs
  • Coordinates with Engineers in USA and France to resolve technical issues and improve or solve reliability issues with equipment and machinery. Technical issues can be complex with expensive consequences to the customer
  • Works closely with service teams in France regarding resource planning, co-ordination of projects and technical and service issues
  • Supports USA-built products in all world regions by supporting, training and assisting Cryostar employees in regional offices with technical and service related issues. Occasional foreign travel may be required
  • Actively involved in the service department personnel’s morale, safety, and administration of company policies and procedures
  • Responsible for contributing to CSUSA service revenue objectives
  • Contributes input to Service Manager for performance reviews of service technicians
  • Recommends to Service Manager and Business Manager, alternative methods and solutions for service approach, customer offerings and implementation
108

Long Term Service & Support Case Manager Facility Resume Examples & Samples

  • This position will focus on Case Management for Facilities. It will cover Cerro Gordo area ***
  • Visits member every 120 days
  • Establishes points of contact in order to collaborate with identified community, medical and/or behavioral health teams
  • Ability to travel extensively within assigned communities. Valid driver’s license required
  • LTSS experience required
  • This will cover the Cerro Gordo area
109

Field Service Support Technician Resume Examples & Samples

  • Provide customer with expert Tier-1 and Tier-2 desktop and network, logical and physical, configuration, troubleshooting, and computer network defense services. Dedicated personnel shall provide direct support for various network systems for US Government employees and all contract staff employed under this contract at various locations in Korea
  • Provide C4I customers, to include executive support, with expert Tier-1 and Tier-2 desktop and Tier-3 network troubleshooting service in order to help them resolve IT problems
  • Adhere to Field Service Support procedures for Immediate Priority, High Priority, and Routine Priority trouble tickets
  • Record details of coordination and troubleshooting actions attempted and their results, and either pass them to the Service Desk or enter them directly into the Government-designated trouble ticket management system application
  • Perform and complete all engineering, installation, integration, and project management requirements for all funded projects involving new and/or additional network infrastructure installations and upgrades
  • Replace all infrastructure parts and communications devices for all funded projects IAW warranty requirements, lifecycle requirements, and service delivery obligations related to other contracts
  • Final US Secret Security Clearance
  • Proficient in speaking English. Korean is a plus
  • 3 years of Field Service Experience
  • Information Assurance Technical (IAT) Level II-certified
  • Up to date qualifications IAW DoD Instruction 01-M
110

Manager Service & Support Resume Examples & Samples

  • A high performing, engaged team that meets or exceeds expected outcomes
  • Accurate, efficient resolutions to escalated customer issues
  • Knowledge creation and sharing
  • Innovation, identify and implement opportunities to drive efficiency
  • Completed goal setting forms, performance evaluations and accurate records kept for all team members
  • Ongoing feedback and discussion with employees regarding what's important, how are you doing, priorities to improve. These discussion include: regularly scheduled 1:1s, documentation of 1:1 sessions, performance improvement including documentation of performance plans and informal meetings
  • VOE developmental action plan improvement
  • Bachelor’s degree in business, marketing or related field preferred
  • Experience leading a team in a call center environment preferred
  • Proficiency in MS Office and CRM (SalesForce preferred)
  • Excellent organization skills including documentation of account status/progress
  • Comfortable working under pressure in a fast-paced environment
111

Global Liquidity & Cash Management Client Service Support Resume Examples & Samples

  • Support the Regional Head of CM to ensure the performance objectives of the business are achieved
  • Work beyond the scope of the Service function, to support sales, product, operations and the rest of Client Management to deliver the strategic objectives of the business
  • Act as a senior service sponsor to support all top tier clients
  • Strong leadership and team motivational skills
112

Local IT Service Support Engineer Resume Examples & Samples

  • 2nd level incident management
  • Hardware and software troubleshooting for local IT infrastructure
  • Ensure service continuity
  • Field engineer dispatch
  • End users communication
  • Escalation and matrix management
  • Identifying and reporting problems
  • IT systems administration and data integrity
  • Issue periodical reports and identify trends for improvement
  • Installing new hardware and software and develop documentation
  • Cabling and network devices installation
  • Basic network management
  • IT asset management
  • Team coaching and training
  • Maintain knowledgebase and documentation
  • Local IT project management
  • Conduct users outreach and awareness sessions
  • Support OS, Lunix, iOS and Android devices in BYOD service
  • PC, servers & local LAN support for hardware and software
  • Manage PC & servers procurement and delivery
  • Local IT asset and capacity management
  • New software installation and upgrade
  • Locally hosted application support
  • File & print services
  • Local IT supplies
  • Crisis handling
  • Dispatch field engineers
  • FOIS service management
113

Manager, Service Support Resume Examples & Samples

  • Determine scope of problem as reported within Fleet Maintenance Services Group, Original Equipment Manufacturers, Component Manufacturers, Vehicle Equipment Suppliers, or other entities within those groups
  • Advise Statistical Analysis & Engineering Group in understanding trends. Enlist assistance from Statistical Analysis & Engineering Group to gather data on emerging problems
  • Direct Sales Teams and Field Management as needed for specific vehicle and customer issues
  • Interface with Purchasing, Warranty, Tire Group, Ryder Road Ready Plus, and Asset Management Group as technical liaison to assist as needed
  • Work closely with Diagnostic Group to identify and resolve issues as needed, including direct involvement with technicians when normal manufacture diagnostic routines do not determine root cause of concern
  • Identify and advise Training Group on training needs or material changes based on new product or other concerns, and advise when needed for deeper understanding on complex problem resolution
  • Advise Research and Development Group with evaluation programs on products/changes in vehicle configurations based on learned information and data
  • Perform advisory capacity duties for Maintenance Management Center
  • Advise and provide information to New Vehicle Quality Group and Vehicle Procurement to correct build quality issues based on problems with in-service vehicles
  • Direct interface with Original Equipment Manufacture Dealers, Component Manufactures, and Equipment Suppliers to advise and direct diagnostic and problem resolution. Direct interface with Original Equipment Manufacturers representatives and engineering staff to resolve problems at various levels to bring about permanent corrective actions
  • Develop Technical Service Bulletins, Standard Repair Practices, Campaigns and other publications related to resolving researched product problems
  • Responsible for technical information in various publications including, but not limited to: Campaigns, Tech Service Bulletins, Standard Repair Practices, Policies and Procedures, Newsletters, and Presentation materials
  • Develop skills and knowledge to become a subject matter expert for assigned vehicle systems
114

Listed Derivative Client Service Support Resume Examples & Samples

  • Serve as the primary point of contact for Listed Derivatives and OTC clearing clients
  • Develop the overall relationship with your assigned population of clients. Act as a point of escalation for operational queries/issues
  • Partner with internal colleagues to ensure the accurate and timely collateral management calls, meeting both regulatory requirements and client requests
  • Manage the timely resolution of all client queries
  • Develop and maintain relationships with internal clients and stakeholders
  • Be aware of technology changes and upcoming functionality and impact to clients
  • Propose developments to improve our clients' experience and to make our processes more efficient
  • Oversee the onboarding of new and organic accounts to ensure they are setup in a timely manner with both internal and external parties
  • Create client metrics packs and review with clients on a regular basis
  • Escalate in a timely manner to enable effective risk management
  • Client service experience with asset managers, hedge funds, corporate clients, CTA’s
  • Preferred experience within Listed Derivatives and OTC client clearing
  • Strong interpersonal and relationship management skills, being able to communicate clearly and concisely in all manners including face-to-face, phone and email
  • The ability to work under pressure and multitask
  • Possess robust analytical skills, an attention to detail and a keen awareness of risk
  • Candidate should be a self-starter with the ability to work either on their own initiative as well as be a solid team player
  • Possess an ability to identify and deliver process improvements
  • Strong Microsoft Excel skills /PowerPoint
115

Service Support Owner Resume Examples & Samples

  • Responsible for ongoing support of Wealth Management systems, with focus on capabilities for Portfolio Management, Trading, and Managed Funds
  • Active participation in Product Increment Planning associated to Feature or Epic delivery with a key focus on Operational stability
  • Active participation in solution reviews and acceptance activities with business owners and delegates for changes to production services
  • Client-facing role - running formal update meetings with internal stakeholders on Service performance and operations
  • Facilitate weekly business stand-ups with key Wealth Product & Technology stakeholders and business support teams to review critical issues and help drive prioritisation of day to day activities
  • Communication of major incidents and problems to key stakeholders and good understanding of Service management processes
  • Be a point of escalation in ensuring that these are actioned in a timely manner
  • Build strong relationships with internal and external stakeholders
  • Strong stakeholder management and relationship skills, ability to work with people all levels
  • Platform and/or IT Operational support experience
  • Working knowledge in supporting IT infrastructure such as Unix, Databases (Oracle and Sybase) and ability to interrogate data using scripting and SQL will be an advantage
  • Strong understanding of end to end business processes
  • Excellent communication skills (both written and verbal) to varied audiences
  • Refined attention to detail and exceptional problem solving skills - ability to quickly understand complex issues
  • Work effectively within local and distributed teams
116

Data Entry Sales & Service Support Lead Resume Examples & Samples

  • Familiar with best in class customer service practices
  • Excellent grammar, spelling and punctuation
  • Knowledge of PC functionality, including MS software (MSWord, Excel, Access, Outlook, PowerPoint)
  • Monitor adherence to general rules and guidelines
  • Ability to maintain a positive attitude and motivate workforce in a fast-paced, high stress work environment
  • Attention to detail --ability to focus and proofread
  • Supervise the day to day scheduling, monitoring, prioritizing and follow-up of all order processing
  • Train and monitor data entry staff providing coaching as needed
  • Assist with keying or QC functions as needed
  • Answer questions and coach agents
  • Maintain a positive and constructive work environment
  • Assist with customer service functions as needed
  • Daily reporting of pending work
  • Other duties may be assigned as needed
117

Technical Service Support Resume Examples & Samples

  • Telephone and remote support for customers on all products
  • Gather customer's information and determine the issue by evaluating and analyzing symptoms
  • Diagnose and resolve technical hardware and software issues involving connectivity, installation and software inquiries
  • Testing and configuring hardware and software
  • Onsite support where applicable
  • New product development testing
  • Product troubleshooting and diagnostics
  • Technical training via webinars to reseller network and customers
  • Engineering or other related degree
  • Demonstrate strong communication and organizational skills
  • Knowledge of customer service principles and practices
  • Able to work independently and in a team environment
  • May be required to travel (mainly to Canada)
  • Must be willing to work flexible working hours
  • Advanced knowledge of MS Excel is required
  • Experience with the following a huge plus: T-SQL, PostGRES databases, SQL Server databases, Powershell, Python, Google Compute Engine, Google BigQuery
  • Excellent English oral and written communication skills and interpersonal skills
  • Must be highly organized, task oriented and have a strong team orientation
  • Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product management for the functional area in which employee operates
118

Principal Service & Support Partner Resume Examples & Samples

  • Manages the account P&L
  • Supports the definition and management of the strategic development and direction of the customer by jointly establishing the customer’s innovation roadmap
  • Making the customer “reference-able”, i.e. ensuring the customer becomes an official reference
  • Ensures the adoption of the value based innovation roadmap
  • Establishes and actively manages relationships with key customer stakeholders (LOB and IT)
  • Serves as point of contact for the customer to simplify the experience, mitigate risks and resolve high profile project, support and contract escalations and questions
  • Oversees the development of proposals and tenders
  • Establishes trusted advisor status with strategic customers
  • Manages “business outcomes” based on customer business KPIs
  • Ensures on-time and on-budget delivery and appropriate project & risk management
  • Actively collaborates with the entire Front Office Team (program manager, project manager, TQM, EA,…)
  • Defines and agrees on governance model with customer and front office team
  • Orchestrates and participates in the governance cadence with customer
  • Ensures contractual obligations are met across Services, Subscription and Maintenance contracts
  • Entrepreneurial mindset (DBS P&L knowledge)
  • Experience in 1 or more industries and the industry the customer belongs to (core processes and trends of the industry)
  • Experience in Value Management and Realization
  • Experience to sell and deliver customer engagements
  • Knowledge of the strategic and operational issues of engagement management, program management and project management
  • Ability in managing internal and external client expectations on program requirements and deliverables
  • Strong knowledge of SAP’s Digital Transformation Strategy, our Service and Support offerings (e.g. Premium Engagement, Max Attention, Value Assurance Packages)
  • Liaison and consultative skills: negotiating skills within a context of political sensitivity and conflicting interests
  • Strong writing, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets
  • Senior stakeholder management
  • Proficiency in key program management knowledge areas of Program Management Lifecycle, Benefits Management (Value Management), Program Governance, Stakeholder Management
  • Knowledge and competency in program management related areas of Knowledge Management, Portfolio Management, Organizational Change Management,
  • Adaptability and flexibility to manage deadline pressure, ambiguity and change
  • Leadership, organizational and interpersonal skills; the ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior management, clients, peers and team members
  • 10+ years of transformational program management across large programs which include P&L management of large engagements
  • Proven experience in successfully leading cross functional teams without authority / in a matrix
  • Strong experience with engaging C-level customers
  • Proven to successfully operate and align across internal and external stakeholders on various levels
  • Project Management experience needed
  • Strong IT/Software industry background is an advantage
  • Depending on account - international experience required
  • Strong stakeholder management and influencing skills
  • Adequate experience in managing customers, partners as well as internal resources
  • Management experience of medium to large size and multilayered teams is desirable
  • Management of remote resources and strong interdisciplinary orientation
  • Cultural awareness and experience working across different cultures and nationalities
  • Strong interpersonal skills with advanced networking capabilities and business development skills
  • Strong leadership and people management skills are desirable
  • SAP Product Portfolio (on premise and cloud solutions, S/4HANA) / SAP standard solution and service offerings
  • SAP Next Generation solutions and services (e.g. S/4HANA, Fiori (Mobility, UX), Cloud)
  • Industry Solutions (in related Practice area)
  • SAP Product Roadmap (in related Practice area)
  • Stakeholder management and influencing skills
  • C Level Communication & Presentation
  • Meeting Moderation
  • Leadership & Management
  • Facilitation & Negotiation
  • Managing expectations, conflicts and escalations
119

Service & Support Partner Banking Industry Division Financial Services Resume Examples & Samples

  • Represents DBS – one face to the customer, being accountable to establish customer loyalty, customer success and satisfaction for all lines of services
  • Actively manages the account P&L for all lines of services including Consulting, Premium Engagement, Custom Development and Cloud Services and drives revenue growth and revenue consumption
  • Defines and manages the strategic development and direction of the customer by jointly establishing the customer’s innovation roadmap
  • Actively pushes premium engagements (MaxAttention / Active Embedded)
  • Ensures the adoption of the value based innovation roadmap
  • Is expected to generate follow-on sales
  • Establishes and actively manages executive-level relationships with key customer stakeholders (LOB and IT)
  • Serves as a senior point of contact for the customer to simplify the experience, mitigate risks and resolve high profile project, support and contract escalations and questions
  • Oversees the development of large, strategic proposals and tenders
  • Proposes investment areas and controls approved investment budget
  • Establishes trusted advisor status with strategic customers
  • Manages “business outcomes” based on customer business KPIs
  • Ensures on-time and on-budget delivery and appropriate project & risk management
  • Actively selects and manages the entire Front Office Team (program manager, project manager, engagement architects, technical quality manager, enterprise architects etc.)
  • Defines and agrees on governance model with customer and front office team
  • Orchestrates and actively participates in the governance cadence with customer
  • Ensures contractual obligations are met across Services, Subscription and Maintenance contracts
  • Identifies recurring themes related to escalation management and plans to address these findings
  • Manages the governance process aligned with all stakeholders (customer, SAP, and partners)
  • Proven customer centricity, experience in management communication
  • Experience in the Banking industry
  • Entrepreneurial mindset and highly developed business acumen (P&L knowledge)
  • Experience in Value Management and Realization
  • Demonstrates ability to sell and lead delivery of large engagements
  • Knowledge of the strategic and operational issues of engagement management, program management and project management
  • Demonstrated ability in managing internal and external client expectations on program requirements and deliverables
  • Strong knowledge of SAP’s Digital Transformation Strategy, our Service and Support offerings (e.g. Premium Engagement, Max Attention, Value Assurance Packages) and SAP’s industry-specific relevant architecture, product and solutions
  • Liaison and consultative skills: negotiating skills within a context of high political sensitivity and conflicting interest
  • Strong writing, mentoring, decision making, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets
  • CxO level communication skills / senior stakeholder management
  • Proficiency in key program management knowledge areas of Program Management Lifecycle
  • Exceptional leadership, organizational and interpersonal skills; the ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior executive management, clients, peers and team members
  • Willingness to travel
  • German: Fluent
  • More than 5 years work experience in the areas services, support and Banking industry
  • Proven engagement management and / or project management experience
120

Service & Support Partner Industry Resume Examples & Samples

  • Strong skills in Facilitation & Negotiation
  • Strong skills in managing expectations, conflicts and escalations
  • 5+ years work experience in Services
  • Project Managementexperience
  • Experience in different industries, preferably in Process - Consumer Industries and Services Industries - (core processes and trends of the industry) is a plus
  • Management and Leadership Experience is a big plus
  • Experience in successfully leading cross functional teams without authority / in a matrix organization
121

French Speaking Commercial Service Support Specialist Resume Examples & Samples

  • From Customer onboarding (Customer Master), through Installed Base Management, preparation of price proposals and service contracts to various sales reporting, the team provides solutions for GE businesses in various domains (fields)
  • Escalates issues appropriately and promptly to ensure optimum customer satisfaction
  • Capability to overcome obstacles
122

Manager Service & Support Resume Examples & Samples

  • Drive innovative impact; continuously assess, and if necessary, redesign processes to ensure that they are sustainable and scalable to drive ease for customers and employees across the care experience
  • Utilize key metrics and leading indicators to understand how individuals on your team are performing for customers
  • Encourage, motivate. develop individuals and build a high performing, engaged team that meets or exceeds expected outcomes
  • Serve as customer escalation POC, partner in providing accurate, efficient resolutions to escalated customer issues and address concerns
  • Demonstrate innovation, identify and implement opportunities to drive quality and efficiency
  • Completed monthly check-in conversations with agents, complete performance evaluations and accurate records kept for all team members
  • Assess and Monitor team performance, through ongoing feedback and discussion with employees regarding what's important, how are you doing, priorities to improve. These discussions include: regularly scheduled 1:1s, documentation of 1:1 sessions, performance improvement including documentation of performance plans and informal meetings
  • Actively uses metrics to monitor performance and understand results and drivers including VOE developmental action plan improvement while developing contingency plans to address shortfalls as needed
  • Strong organization and time management skills and the ability to manage multiple projects and priorities
123

Construction Service Support Specialist Resume Examples & Samples

  • Updates and maintains Construction project databases and spreadsheets to ensure accuracy and timeliness of work
  • Creates capital project numbers for financial tracking based on approved construction naming standards
  • Support construction department with assigned tasks
  • Develops and maintains effective, efficient naming conventions to data is retrieved quickly and as needed
  • Responds to incoming calls, resolves requests and complaints in a timely manner and uses positive, professional and effective communication to provide excellent customer service
  • Organizes workday to maximize productivity and uses efficient and effective time management skills
  • Builds effective and professional working relationships with co-workers and the corporate office, outside vendors, and contractors
  • Works closely with finance to ensure capital projects are opened and closed in a timely manner to support accurate budget forecasts and spending reports
  • Places assets in service, updates as-built information and “end date” tasks upon completion of projects and ensures integrity of the CIP database
  • Ensures work meets all required regulations, specifications and standards set forth by the company and government agencies
  • May enter data into computerized databases to track homes passed, maintain serviceability information, or node splits
  • Identifies variances to budget versus actuals on individual construction projects
124

Service & Support Specialist Resume Examples & Samples

  • Solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend them to others
  • Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes through insights and testing
  • Provide insights to the team and the organization based on interactions with the customer and our tools
  • Be comfortable at having a conversation with customers in order to pull out insights that the business can use to create uniquely positive customer experiences
  • Previous experience in technical support is preferred and call center experience is a plus
  • Must possess intermediate computer skills including MS Office Suite
  • Excellent analytical, problem solving and interpersonal skills to deliver high customer satisfaction
  • Detail oriented, the ability to properly document and create customer call notes in a computer system using multiple screens of data
  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email
  • Ability to manage multiple priorities within a fast paced and high volume environment
  • Ability to analyze data and provide meaningful insights that speak to overall trends
  • Ability to work in a team environment
  • High School or GED is required
  • Intermediate to advanced technical knowledge and ability
  • Bilingual is a plus
125

Product Service Support Refrigeration Resume Examples & Samples

  • Provide technical support for customers, field personnel and sales staff through venues including telephone and Email and offer technical solutions to very complex problems by assisting them in troubleshooting the system / equipment and offering advice and guidance in resolving the issues. This will require personal interaction with other groups including engineering, design, YPS and ECS controls
  • Technical research of industrial refrigeration equipment such as packages, compressors, vessels, control panels, piping, pumps and valves in support of our parts center and customer needs
  • Identify quality issues and research as necessary to offer plausible solutions for consideration so they can be presented to the quality team
  • Must keep self up to date and educated on new and existing product lines which may require up to 10% travel