Technical Support Supervisor Resume Samples

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BH
B Hessel
Beaulah
Hessel
69712 Aditya Field
New York
NY
+1 (555) 966 4669
69712 Aditya Field
New York
NY
Phone
p +1 (555) 966 4669
Experience Experience
10/2015 present
Chicago, IL
Services Technical Support Supervisor
Chicago, IL
Services Technical Support Supervisor
10/2015 present
Chicago, IL
Services Technical Support Supervisor
10/2015 present
  • Manages the hiring, staffing and maintaining of a diverse and effective workforce
  • Establishes and maintains systems that provide solutions to customer questions and problems
  • Selects, develops, and evaluates personnel to ensure the efficient operation of the function
  • Analyzes and responds to operational, productivity, and/or customer satisfaction data
  • Reports new or recurring problems to design departments
  • Directs the efforts of others in the achievement of the strategic and operational objectives of the group
  • Ensures representatives are properly trained when old products are upgraded or new products are released
12/2008 09/2015
New York, NY
IT Technical Support Supervisor
New York, NY
IT Technical Support Supervisor
12/2008 09/2015
New York, NY
IT Technical Support Supervisor
12/2008 09/2015
  • Works closely with internal teams to formulate detailed project plans. Execute project plans within scope, on schedule, and within budget
  • Provide technical technical direction and guidance to the Service Desk staff on problem resolution workflows
  • Adapts to a changing work environment while staying abreast of evolving technologies
  • Provides regular status updates on Call Center operations, support/maintenance issues, and Call Center systemic enhancements
  • Maintains hands-on knowledge of help-desk operations, various software applications, database architectures, systems, computer/hardware technologies and multiple network topologies
  • Attracts, develops, influences and retains key team members
  • Makes recommendations and/or decisions that contribute to the overall success of projects and programs
03/2005 08/2008
Houston, TX
Technical Support Supervisor
Houston, TX
Technical Support Supervisor
03/2005 08/2008
Houston, TX
Technical Support Supervisor
03/2005 08/2008
  • Create and track performance, workload, and corrective action plans
  • Participates in presenting monthly analysis of field failures to cross functional management team and make recommendations for improvement opportunities
  • Expected to establish a safe workplace in accordance with established operating procedures and practices
  • Assists in the development and implementation of strategic plans, initiatives, direction, pay discussions and performance discussions
  • Develop plans and objectives and participate in cross-functional projects to improve operational performance for the organization
  • Work with management to develop and implement strategic plans, initiatives, and direction
  • Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization
Education Education
Bachelor’s Degree in Creativity
Bachelor’s Degree in Creativity
Syracuse University
Bachelor’s Degree in Creativity
Skills Skills
  • Ability to motivate others, use good teamwork skills, including development of inter-departmental relationships and the ability to make complex decisions
  • High-level knowledge of product(s) supported and excellent knowledge of other core and complimentary products
  • Considerable knowledge of the company's services and business operations to enable resolution of customer technical support inquiries
  • Ability to multitask, respond quickly, and follow established procedures
  • Excellent interpersonal and communication skills, ability to present information clearly and concisely
  • Good working knowledge of IPX and TCP/IP addressing and configuration, Ethernet and Token Ring networks, hubs and routers
  • Full knowledge of PeopleNet tools/applications – ability to effectively train new employees and customers on use of system
  • Ability to run data queries and update data tables in MySQL
  • Ability to manage customer issues from beginning to end – weekly meetings, basic project planning, etc
  • Strong knowledge of Microsoft Suite products (Excel, Word, Outlook, PowerPoint, etc)
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11 Technical Support Supervisor resume templates

1

Technical Support Supervisor Resume Examples & Samples

  • Responsible for documenting employee performance objectives and driving results while creating/maintaining a positive work environment
  • Provide recommendations for the development of employee training based on demands of current and future products, experience level of the employees and business needs of the team
  • Provide recommendations for process changes to improve productivity reduce staffing/labor costs and increase customer satisfaction; implement new processes
  • Initiate and participate in the analysis and review of product specifications, documentation, User Acceptance Testing and Pilot coordination for upgrades, enhancements, third party tools and new product releases to provide feedback and recommendations regarding installation suitability and impact to the overall business
  • Identify performance issues and respond appropriately according to company policy and precedence
  • Assist the Manager/Director of Technical Support with the employment, promotion, counseling and discipline of assigned employees as well as develop career pathing for direct reports and monitor professional growth of employees
  • Serve as point of escalation for internal and external customers to resolve highly complex problems and discrepancies
  • Prepare/analyze weekly reports and other business correspondence
  • Effectively prioritize projects to assure that service level timelines are met and monitor and oversee support projects to ensure timely completion
  • Document all customer contact, configuration information etc. in CRM tool
  • Develop and maintain an in-depth knowledge of all products and services
  • 2-3 years of experience in a contact center environment, Healthcare IT industry preferred with high volume of transactions, management experience a plus
  • Advanced Software Technical Support experience preferred
  • Advanced knowledge of all ABILITY products and offerings and or Healthcare EDI Knowledge a plus (ANSI 835, 837, 270/271)
  • Excellent customer service skills such as developed phone skills, customer relationship management, multi-tasking etc
  • Ability to make decisions and find alternative solutions to problems
  • The ability to work efficiently in a fast-paced, high-volume environment and work independently with supervision
  • Must possess strong leadership, organizational skills with close attention to detail, and be motivated and thrive in a fast paced environment
  • Demonstrate soft skills to motivate and develop employees
  • Excellent interpersonal skills as well as communications skills, oral and written, especially pertaining to customer service skillset
  • A strong team player with the ability to interact effectively with all parts of the organization
  • Demonstrate computer system proficiencies in a Microsoft Internet based environment and using /installing desktop application software
  • Experience in using/installing SaaS based systems, as well as demonstrated detailed knowledge of specific product offerings, O/S skills or internal systems
  • Expert operating knowledge of Word, Excel, Outlook and Internet Explorer
2

Technical Support Supervisor Resume Examples & Samples

  • Facilitates the researching, responding, and resolving various customer inquiries received via telephone, e-mail, and voice-mail
  • Ensures completion of technical service staff responsibilities, reviews outgoing customer communications and problem resolution and alerts manager if problems or potential problems arise
  • Supports Technical Support personnel based in other Sensitech Global locations to achieve Global Technical Support Departmental Goals and maintain service initiatives to meet internal SLA and Customer SLA requirements
  • Provides daily direction and guidance to the Technical Support staff
  • Facilitates and participates in required afterhours/weekend/holiday “on-call” support activities
  • Facilitates and assists in quantitative and qualitative analysis of field failures
  • Develops and/or maintains standard trouble shooting documentation
  • Facilitates responses to customer complaints and manages communications in response to confirmed field failures
  • Develops technical service staff to provide accurate and timely responses to support/service inquiries
  • Act as liaison between Quality, Engineering, Technical Services and the Customer for escalation of product and service issues or product development when required
  • Records and tracks product or process modifications and reports on impact to product or service quality
  • Participates in presenting monthly analysis of field failures to cross functional management team and make recommendations for improvement opportunities
  • Complies with ISO standards and ACE standards
  • Communications
  • Environment, Health & Safety
  • Quality
  • Research/Development
3

Technical Support Supervisor Resume Examples & Samples

  • Assist the Director or Manager of Technical Support with the employment, promotion, counseling and discipline of assigned employees as well as develop career path for direct reports and monitor professional growth of employees
  • Bachelor’s degree or equivalent work experience required
  • Self-motivated with strong organizational/prioritization skills and ability to multi-task with close attention to detail
4

Technical Support Supervisor Resume Examples & Samples

  • Experience of supervising a busy machine room/ingest environment and able to juggle multiple workloads
  • Meticulous attention to detail and the ability to adhere to a detailed process driven workflows
  • Strong communication skills and the ability to work collaboratively within a close-knit team
  • Experience of and a desire to deliver a high level of technical support
  • Interest in technology including changes in NLE systems; FCP X, Adobe CC
  • Knowledge of transcodes, codecs and file types, including Vantage
  • Edit support, ingesting material and playouts to tape and file
  • Shared storage – excellent understanding of media management with an emphasis on file creation
  • Technical standards – thorough understanding of BBC broadcast standards, bars and tone, clocks, aspect ratios, title safe areas, etc
  • Ability to assess priorities and adapt to fast changing circumstances
  • Able to work calmly under pressure to set deadlines
  • Able to work conscientiously and take due responsibility for the smooth running of the edit operation
5

Technical Support Supervisor Resume Examples & Samples

  • Responsible for the recruitment and continued professional development of the Technical Support personnel, ensuring that the delivery of all technical support is of the highest quality in the eyes of our customers, including documentation and delivery of performance assessments
  • Define and manage procedures to identify, evaluate, solve and escalate complex issues
  • Effectively leading staff through changes in processes and documentation
  • Utilize Saleslogix, Cisco and other appropriate tools to ensure the highest levels of performance and quality
  • Coach and provide feedback to technical support team to include the completion of end of year performance evaluations
  • Build strong working relationships with both internal and external customers
  • Responsible for a Technical Support Department daily operations
  • Responsible for growing the business and maintaining expected service levels
  • Issue / Risk Management: Anticipates and identifies Risks and Issues that may impact business
  • Develops and implements mitigation and corrective actions. Serves as an escalation resource in providing the leadership for resolving customer issues relative to product problems
  • Work with Engineering and Maintenance Management teams to identify and provide solutions to customer issues as they relate to product defects and deficiencies
  • Establish and coordinate responsibilities and procedures. Direct the staff to effectively and efficiently attain desired results. Promote a positive and motivational atmosphere
  • Work with SAS Technical Support Leader to report service levels and resource utilization
  • Monitors and report on the status of Technical Support through status meetings and management of Technical Support periodic reporting
  • Responsible for Technical Support resource management; identifies department needs and make decisions that result in the future success of Technical Support
  • Ensure End Users and VAR channel have appropriate support materials and tools to successfully provide support solutions to Technical issues
  • Drives the promotion and awareness of key strategic professional services; and actively works with sales teams, partners and customers to identify and close new opportunities
  • Support ACE and Standard Work initiatives
  • Initiate RRCA’s and create recommendations for mistake proofing and tools
  • Manage, coach and develop Technical Support team members
  • Provides organizational and business development planning for Technical Support
6

Hvac-technical Support Supervisor Resume Examples & Samples

  • Advanced knowledge and experience in the installation and service of HVAC/R equipment
  • Excellent verbal and written communication skills. Excellent customer service skills, analytical ability, and troubleshooting skills
  • Ability to handle and prioritize multiple technical requests. Proficient in Microsoft Office Suite
  • Capacity to serve as a Subject Matter Expert for the Technical Services Department
  • Able to lead subordinates in order to meet schedules and resolve technical problems
7

Technical Support Supervisor Resume Examples & Samples

  • Solid technical skills on both the pc and mac platform (Certifications Preferred)
  • 5 years progressive experience in desktop technical support role
  • Experience as a support lead or other supervisory/managerial position
  • Ability to prioritize and juggle departmental and organizational goals
  • Ability to handle difficult clients
8

Technical Support Supervisor Resume Examples & Samples

  • Principle Responsibilities
  • Set up a structured technical support program with the appropriate level of expertise and coverage in order to provide on time, right first time, assistance to our customers
  • Set up structured training schedules, on a 6 month rolling cycle, to be carried out within the region
  • Set up training programs for indirect customers such as specifiers, end users so that they can learn from JCI the latest technologies, regulatory updates and best practices
  • Keep records of all trained participants along with a ID number that can be used on tech calls and bulletins etc. Ensure that regular training updates are carried out at least every two years
  • Liaison with other departments to ensure that technical queries are addressed appropriately and promptly and that up-to-date information is passed to customers
  • Be proficient in all aspects of the products sold by the company and make sure that all support materials, demonstration and test equipment are held locally
  • In conjunction with ME & Asia Marketing provide input into technical bulletins, manuals, “tips & tricks” and other publications so as to provide regular communication to the customers technical teams as appropriate
  • To keep up-to-date with new and existing standards and legislation, such UL 864, NFPA, BS, LPCB, EN54 etc
  • Verify and test all new products/software releases locally prior to release in the region and ensure that all training programs are up to date to reflect the latest product lines
  • Create a demonstration and training facility within the region. Ensure that the facility provides the appropriate learning environment for all trainees. Maintain all equipment in good working order ensuring that all product updates have been implemented
  • Visit key customers on a regular basis to ascertain their technical needs, review training requirements and make sure that they are fully conversant with the company’s latest products; relevant to them
  • Provide input into the various NPI processes
  • Off-site support for technical troubleshooting and support of commissioning
  • Principal Networks & Contact Links
  • Geographic Scope & Travel Requirements
  • Scope: South Asia regional travel as required to fulfil the role
  • Key Performance Measures & Metrics
  • Full year round training schedule
  • Reducing the overall call rate per customer over a sustained period
  • Timely resolution to customer field issues
  • Achievement of departments annual G&O’s
9

Technical Support Supervisor Resume Examples & Samples

  • Degree in information and communication technology (level BAC +3 or equivalent)
  • At least 4 years’ experience in a similar function
  • Good understanding of the banking environment an advantage
  • Fluent in French and English
  • German is a plus
  • Good knowledge of virtualization technologies (XenAPP, XenDesktop, AppV)
  • Good knowledge of Windows environment (Active Directory, workstations)
  • Sound knowledge of Service Desk tools (Trouble ticket Management) and ITS services and methodology
  • ITIL certification
  • Able and willing to work in a fast-paced, pressured and demanding environment
  • Strong organizational and communication skills
10

Technical Support Supervisor Resume Examples & Samples

  • Responsible for the recruitment and development of the Technical Support team, ensuring high customer satisfaction, documentation and delivery of performance assessments
  • Define and manage procedures to identify, evaluate, solve and escalate complex issues; Effectively lead staff through changes in processes and documentation
  • Develop and implement mitigation and corrective actions. Serves as an escalation resource in providing the leadership for resolving customer issues relative to product problems
  • Work with Technical Support Management to report service levels and resource utilization
  • Work with Engineering to identify and provide solutions to customer issues as they relate to product defects and deficiencies
  • Ensure End Users and Value Added Reseller channels have appropriate support materials and tools to successfully provide support solutions to Technical issues
  • Drive the promotion and awareness of key strategic professional services
  • Anticipate and identify risks and issues that may impact the business
  • Actively work with sales teams, partners and customers to identify and close new opportunities while maintaining expected service levels
  • Monitor and report on the status of Technical Support through status meetings and management of Technical Support periodic reporting
  • Identifies department needs and make decisions that result in the future success of Technical Support
  • Manage, coach and develop Technical Support Representatives
  • Support the corporations Lean Operation System (Achieving Competitive Excellence) initiatives
  • Exceptional people skills and the ability to provide coaching and performance feedback
  • Flexibility and adaptability to work varied shifts, including nights and weekends
  • Ability to communicate both verbal and written information in a clear and professional manner
  • Working knowledge of computer equipment, networks, and operating systems
  • Self-starter, highly motivated, results-oriented, customer focused
  • Experience working in a technical support environment addressing critical customer situations in a professional and confident manner
11

Technical Support Supervisor Resume Examples & Samples

  • Supervise a staff of senior technicians and allocates labor based on priorities
  • Directs and oversees the fabrication, modification, installation, repair and/or maintenance of research and laboratory equipment
  • Develops, interprets, and assigns complex tasks based on engineering designs, specifications, procedures, and/or test operations; plans the most efficient sequencing; ensures projects are completed on schedule and within budget
  • Develops and maintains record keeping, personnel evaluations and reports; scheduling and budget performance of the unit
  • Directs and oversees activities with other units and groups as required while ensuring that projects are completed safely on schedule
  • Conducts briefings and participates in technical meetings for internal and external representatives
  • Ensures procurement of required materials, tools and parts
  • Interprets and executes policies and procedures; recommends modifications to operating procedures
  • Participates in the planning, selection, retention and development of staff
  • Expected to establish a safe workplace in accordance with established operating procedures and practices
  • Additional Functions: Other duties as assigned or required
  • Typically requires a Bachelors degree in a technical field and nine or more years progressively complex technical and engineering laboratory experience with at least three or more years supervising in a technical environment. May substitute equivalent experience in lieu of education
  • Must demonstrate an in-depth understanding of engineering laboratory or research unit concepts, techniques and standards as well as the ability to read, understand and interpret engineering design specifications and instructions; leadership skills including organizing, planning, scheduling and coordinating workloads to meet established deadline or milestones; and the ability to understand new concepts quickly and apply them accurately throughout an evolving environment
  • Must posses
12

Technical Support Supervisor Resume Examples & Samples

  • Manage team including performance management and coaching
  • Resolves and directs technical and customer satisfaction issues to ensure a quality support environment, and to obtain maximum customer-based satisfaction
  • Develop plans and objectives and participate in cross-functional projects to improve operational performance for the organization
  • Work with management to develop and implement strategic plans, initiatives, and direction
  • Work with customers and internal teams to resolve issues
  • Develop individual goals and objectives for direct reports
  • Handle moderately complex projects
  • Act independently with broad latitude for decision-making
13

Elavon Software Technical Support Supervisor Resume Examples & Samples

  • Minimum technical; Trade or business school certificate, or equivalent work experience
  • Five or more years of administrative or operations experience in the financial services industry
  • One or more years of supervisory experience
  • Thorough knowledge of Converge
  • Basic knowledge of functional area, applicable systems and policies and procedures
  • Strong Organizational and Problem-solving skills
  • Excellent computer skills, especially Microsoft Office applications
  • Thorough knowledge of the organization’s human resources policies and procedures
  • Strong interpersonal, verbal and written communications skills
  • Well developed ability to resolve complex problems with minimal guidance
14

Technical Support Supervisor Resume Examples & Samples

  • Strong command of written and spoken Chinese
  • Proficiency in written and spoken English (Preferred)
  • Experience in call center management preferred
  • At least 3 years of experience in a computing or computer/engineering related capacity
  • A college degree is required
  • Certification in MCSE/MCP/A+ is desirable
  • Demonstrate a strong understanding and technical ability to support PCs, operating systems and applications
  • Possess broad knowledge of software, hardware, storage technologies, switches/routers and networking technologies
  • Possess strong problem-solving and customer-relation skills
  • Analytical, articulate, and result-oriented person who's able to perform under pressure & provide excellent follow-up
  • Possess good reporting and documentation skills
  • Possess fast-learning ability to learn up new systems, methods and processes
  • Effectively cope with change, dynamic customer situation and adjust accordingly
  • Looks for ways to improve the efficiency of self, the team or an operation
  • Shares information with teammates to improve team effectiveness
  • Skillfully negotiates with others to achieve desired results
  • Displays sensitivity and tact in dealing with difficult decisions
  • Master Microsoft OS and office applications
15

Technical Support Supervisor Resume Examples & Samples

  • Manages the day-to-day operations of the team, ensuring delivery of team productivity, quality and customer service targets
  • Manages and guides the team to ensure delivery of individual performance against target, constantly reinforcing the highest levels of ethical and customer focus standards
  • Ensures all customer queries are resolved efficiently and effectively by the team within the guidelines and procedures for customer satisfaction and service
  • Coaches and develops individual team members ensuring they have the skills and knowledge to succeed in current and future job roles
  • Acts as a point of escalation for customer issues, achieving resolution by engaging all available resources, and minimising the need for further escalation
  • Maintains expert knowledge of service offerings along with future industry products and technologies
  • Develops and maintains positive relationships with internal teams
  • Owns and pro-actively drives business projects
  • Analyses reports on complex data associated with key business performance indicators, identifies and drives improvement actions across the business
  • Co-ordinates and manages holiday, absence and other team records
  • Completes timely and meaningful performance reviews and development plans for direct reports
  • Maximising the potential of helpdesk analyst to resolve issues upon initial contact and reducing the need for escalation
  • Ensuring that the incident response follows SLA agreements
  • Ability to manage complex issues, prioritising and implementing appropriate solutions
  • Knowledge and understanding of overall business plans & objectives
  • Ability to link team performance to overall business plans and objectives
  • Knowledge and understanding of the operational mechanics of the business
  • Excellent analytical, planning and decision making skills
  • Ability to learn on the fly, and actively seek new challenges for personal development
  • Ability to work comfortably with all levels of management and staff
  • Expert knowledge of policies and procedures and tools
  • Comprehensive people development and performance management skills
  • Ability to provide direction to and mentor others
16

Technical Support Supervisor Resume Examples & Samples

  • Supervise the achievement of key performance objectives which include service level attainment, delivering contractual SLA obligations to customers, drive customer satisfaction, and support financial objectives
  • Win new customers by promoting and supporting data and voice products and services
  • Retain existing customers by ensuring that premium customer service is delivered
  • Manage interactions of business Repair customers with regional General Managers in support of the day to day business using effective oral and written communication
  • Provide Business Repair leadership through setting aggressive and measurable objectives, providing feedback and coaching, celebrating success, evaluating performance and fostering inclusion
  • Interface with call center management tools and applications.Manages support processes of business repair DSLAM, Redbacks, modems, and corresponding applications including but not limited to WebPro, TTI, DSL Express, and remote access services
  • Support project implementation
  • Knowledge of CMS Supervisor, Total View, Coaching Tool, Avaya and Qfiniti
  • Strong Management experience managing Data centric teams – must have a strong knowledge of trouble shooting DSL, DSLAM, Redbacks, Modems, and cloud technology
  • Extensive knowledge to manage Data Business Repair processes and troubleshooting supported for but not limited to CenturyLink DSL, IHD, DSC and Data SOS
17

Technical Support Supervisor Resume Examples & Samples

  • 6-8 years of relevant experience or equivalent combination of education and
  • Previous managerial/leadership experience not required
  • Able to identify specific customer needs and drive closure to identified customer issues
  • Able to coach and mentor others
18

Technical Support Supervisor Resume Examples & Samples

  • Responds to agents technical problems/issues related to hardware, software and networking via e-mail/chat, online, social
  • Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
  • Responsible to deliver performance management for an group of technicians L1
  • Identifies, researches and provides input on unique or recurring customer problems
  • Focuses on delivering a positive customer experience according to Dell standards
  • Handle Customer escalations, track them and follow up until resolution
  • Be able to work on rotating schedules (day, mix, night and graveyard)
19

Technical Support Supervisor Resume Examples & Samples

  • Lead and manage a team in the delivery of high quality services that meet and exceed our contracted commitments e.g. timelines, SLAs, quality etc
  • Implement the appropriate operational and governance processes to underpin effective delivery of Service Desk
  • Work closely and effectively with internal Dell Delivery Units (in region, offshore etc.) and the Dell Account teams to achieve a high level of Customer Satisfaction
  • Take direct responsibility for the delivery of specific projects where required
  • Act as a Point of Escalation for issues and risks arising
  • Achieve and exceed the internal Dell operational and ‘as sold’ financial targets for the portfolio of contracts
  • Manage 3rd Party Suppliers effectively where engaged in service delivery
  • 2+years Services Desk experience or equivalent combination of education and work experience including strong people management skills and business acumen
  • Exposure of managerial/leadership experience
  • Experienced organizing and planning skills to effectively manage a team and to lead cross-functional teams
  • Ability to communicate clearly at all organizational levels
  • Willing to travel when required throughout EMEA
  • Degree qualification and ITIL V3 Certified
  • Demonstrated track record of delivering high quality services to customers
  • Ability to multi-task in a dynamic environment
  • Experienced analytical, problem solving, negotiation and organizational skills
20

Technical Support Supervisor Resume Examples & Samples

  • Team leadership and/or project management experience
  • Proven technical aptitude. Experience with Thermo Fisher equipment service and support environment preferred
  • BS in technical field (science or engineering)
  • 1+ years work experience with Liquid Analytical Chemistry, process instrumentation or related field with product experience in a Services, Engineering, or Manufacturing role
  • Experience with MS Office applications including Word, Outlook and Excel
  • Strong listening, speaking and writing skills
21

Product Technical Support Supervisor Resume Examples & Samples

  • Supervise, schedule, and coordinate all activities within the Technical Support Team. This includes personnel and performance evaluation, of the assigned team
  • Responsible for staff training and development
  • Ability to meet short- and long-term deadlines
  • Augment specific team activities when necessary
  • Monitor, measure, and manage team service level metrics
  • Interface with other IR functional areas (internal and external suppliers) as required to resolve issues
  • Effectively meet the needs of internal and external customers
  • Ability to work regularly and dependably
  • Ability to function in a team environment
  • Demonstrate ability to cope with stress and maintain a pleasant and cooperative temperament with internal and external customers
  • Demonstrate ability to perform mental tasks such as making decisions, learning, thinking rationally and exercising good judgment
  • Two-year degree required. Four-year degree in Business Administration or Business Management preferred
  • Minimum of 5-years of relevant direct customer technical support experience in a B2B environment required
  • Experience leading a team or experience in a supervisory role preferred
  • Ability to handle Customers in a tactful, empathic, credible manner under stressful situations
  • Strong interpersonal skills as well as a very good telephone presence for customer contact
  • Organized with the ability to manage multiple priorities
22

Technical Support Supervisor Resume Examples & Samples

  • Provide overall direction for the Technical Support Representatives
  • Provides feedback and direction regarding individual metrics. This may include coaching to a performance improvement plan for employees struggling to meet goals
  • Monitors calls and provides feedback to assigned TSRs. Includes providing long term goals
  • Comprehensive annual performance evaluation
  • Ensures daily management of call queue, email queue
  • Communicates critical info and redirects employee activity as needed to meet the call/case demands
  • 1x1 meetings with each TSR to review MBO’s, personal goals, etc. and take corrective actions
  • Escalation detail and customer health
  • May occasionally be asked to assist with customer escalations via Sales, Mktg, TSRs and Management
  • Manage vendor and subject matter expert relationships to ensure multi-market success
  • 2+ years’ experience working in a call center or technical support
  • Ability to manage customer issues from beginning to end – weekly meetings, basic project planning, etc
  • Self-directed with proven ability to manage and prioritize multiple tasks
  • Presentation skills
  • Proficient in Microsoft Word, excel, Power Point
  • Ability to travel when necessary
  • Experience in the transportation industry
  • Full knowledge of PeopleNet tools/applications – ability to effectively train new employees and customers on use of system
23

Shift Technical Support Supervisor Resume Examples & Samples

  • Team-player
  • Awareness and ability to work with constant care
  • Emergency response reaction in unsafe situation
  • Feeling of ownership for your own safety and your facility
24

Technical Support Supervisor Resume Examples & Samples

  • Minimum of six years of experience working in a technical support capacity
  • Experience working as a Manager, Supervisor, Coordinator or Team Lead
  • Experience working in a financial institution or with products that support the banking or credit union industry
  • Experience working with SharePoint (Document/Knowledge Library Management)
  • EFT, or card processing experience
  • Provides feedback to manager regarding trends, issues, training needs, etc; facilitates majority of new technical support training and cross-training
  • Assists in creating internal documentation in the form of training materials, reference guides, tip sheets, etc
  • Works on special projects or research as related to technical support as needed
  • Conducts weekly staff meetings and oversees weekly staff agenda; approves all PTO requests and maintains team calendar
  • Provides coaching and feedback to technical support personnel on a daily basis; conducts formal and informal reviews on an ongoing basis
  • Creates customer communication for financial institutions
  • May act as the second tier of response for escalated cases
  • Accurately assesses the customer's product issue or problem. Asks the product user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem
  • May research customer problems/issues to increase personal knowledge and familiarity with the supported product. Provides the highest level of support possible. Keeps current on most recent changes and/or upgrades
  • Identifies and resolves application and service issues and any other questions that may arise
  • Provides programmers and team leaders with a precise understanding of user's issues when the problem needs to be escalated to a higher level. When necessary, provides internal contacts with customer issue documentation
  • Oversees monitoring of the call tracking system for application calls and the return of calls in a timely manner in accordance with Service Level Standard (SLS) guidelines
  • Performs supervisory duties such as writing performance appraisals, mentoring and coaching employees, and serves as an escalation point for difficult issues, questions, etc
25

Technical Support Supervisor Resume Examples & Samples

  • Manages specialized computer and software technical support activities covering consulting, planning, documentation and end-user training
  • Directly supervises all assigned subordinate staff. Recruits, screens, hires and trains staff, as needed. Directly and/or indirectly supervises all student workers within group
  • Manages budget for student workers, materials and supplies
  • Supports and manages classroom and lab workstations, peripherals and A/V equipment including Tier 1 and Tier 2 troubleshooting, break/fix, deployment, inventory, repairs and general maintenance
  • Resolves complex technical support issues, and escalates advanced issues to Tier 3 team as needed
  • Manages ticketing system and evaluates technical support metrics
  • Leads team in creation and management of user accounts, passwords and access
  • Manages technical support team’s priorities and assigns tasks to appropriate personnel
  • Manages and oversees school-wide documentation system in concert with digital media specialists and other school personnel
  • In conjunction with other supervisors, manages team hours and support coverage of school’s classrooms and labs
  • Contributes to the testing of new software by staff and, in concert with other supervisor, designs and implements the school’s annual computer imaging strategy
  • Oversees the planning, design and implementation of end-user technology training
  • Provides expertise on use of high-end technology in media production and post production
  • Bachelor's Degree in math, engineering or computer science with 3 years directly related work experience providing a thorough knowledge of network software and hardware
  • Specialized/technical training with 2 years experience in computer and networking support. Working knowledge of software applications and of network software and hardware, especially those specific or unique to media content creation and distribution. Strong working knowledge of media production software and hardware. Strong communication and technical support skills
  • An in-depth background or experience in media production and post-production. Experience with production software packages such as Avid Media Composer, ProTools, Adobe Creative Cloud, Maya, Unity, Resolve and Nuke. Audio-visual support experience
  • Experience in server and workstation systems, including Windows and OS X. Additional experience with specialized media production technology. Programming and/or web development experience is a plus
  • Significant experience in media production/post production/animation/visual effects/interactive media is highly preferred. Significant experience with Apple OS X and Windows is highly preferred
26

Technical Support Supervisor Resume Examples & Samples

  • Bachelor degree in Management or a technical related field
  • Or an equivalent and relevant combination of education, experience and industry recognized certifications
  • Minimum 3 years related work experience in a Technical Support, Customer Service, product management or related environment required
  • Experience with Knowledge Management best practices
  • Experience with Call Center best practices
  • Experience in a multinational environment
  • Excellent interpersonal and communication skills, ability to present information clearly and concisely
  • Must be able to multi-task, prioritize and remain calm in high pressure environments
  • Personal Protective Equipment/Industrial Safety industry working experience preferred
27

Technical Support Supervisor Resume Examples & Samples

  • Collaborated with Technical Support personnel based in other Sensitech Global locations to achieve Global Technical Support Departmental Goals and maintain service initiatives to meet internal SLA and Customer SLA requirements
  • Act as liaison between Quality,Engineering, Technical Services, Sales and the Customer for escalation of product and service issues or product development when required
  • Participates in generating transition plans for new product launch and support
  • For analytical purposes, able to integrate a variety of data sources from various global facilities including but not limited to: MS Excel, Access, EDI, Report Writers and multiple ERP/CRM systems
  • Manages coordination of Technical Service Case Management Process using global ERP system
  • Creates and/or maintains metrics to measure service initiatives, reports on trends and makes recommendations for improvement
  • Use strong system skills and business knowledge to examine the effectiveness of manufacturing and support activities and communicate conclusions
  • Administer material flow through standard support process
  • Responsible for recording, prioritizing (per standard operating procedures), tracking, and facilitating the closure of open issues
  • Process Improvement – Participate in Global Technical Service team process improvement activities designed to improve service quality and proactively address product/customer issues
  • Periodically review existing procedures (SOPs) to ensure compliance with current practice and Sensitech’s Quality System
  • Collaborating with internal departments ensuring that major technical support issues are properly addressed.This will include performing or assigning any other duties necessary related to technical support to achieve customer satisfaction
  • Provide monthly metrics and detailed reports to management as required
  • Facilitates compliance to Sensitech EHS objectives
28

Technical Support Supervisor Resume Examples & Samples

  • Act as liaison between Quality, Engineering, Technical Services, Sales and the Customer for escalation of product and service issues or product development when required
  • Collaborating with internal departments ensuring that major technical support issues are properly addressed. This will include performing or assigning any other duties necessary related to technical support to achieve customer satisfaction
  • Demonstrate good leadership skills and initiative
  • Ability to learn and conduct electronic fault finding to component level
  • Ability to handle customers with tact and patience
  • Ability to multitask, respond quickly, and follow established procedures
  • Must have strong attention to detail, analytical, and problem solving skills
  • Self-motivated individual with the ability to take ownership of the assigned responsibilities and bring to completion with minimal direct supervision
  • Strong understanding of electronic component and assembly processes
  • Strong understanding of software development process and hosted software solutions
  • Knowledge and experience with equipment such as Multimeters, Oscilloscopes and soldering tools and techniques
  • Bilingual skills for both spoken and written communications – Spanish preferred
29

Technical Support Supervisor Resume Examples & Samples

  • Accountable for the day-to-day operations of an area managing processes, programs and/or initiatives
  • Manages a staff of professional level team members
  • Defines roles and responsibilities
  • Contributes to standards around which others will operate
  • Establishes and influences operating policies
  • Plans for an area’s future needs and operations
  • Leads program execution
  • Contributes to policy/ program development
  • Impacts aspects of department or function results
  • Work is guided by general policies and leadership guidance
  • Independently determines approach to managing daily operations
  • Sets performance expectations
  • Selects, leads, counsels and motivates teams
  • May contribute to functional strategy within location
  • Sets project timeframes and priorities based on project objectives and ongoing assignments
  • Provides guidance and technical advice and becomes actively involved as required
  • Adapts communication techniques for audiences at multiple internal/external levels
  • Counsels and motivates team members on performance
  • Frequent contact with internal and external contacts at various leadership levels to obtain and allocate resources and complete specific phases of projects
  • Builds cross-functional partnerships
  • Identifies business opportunities
  • Assumes responsibility for sales objectives
  • Analyses quantitative, qualitative and trend data
  • Distills information from a variety of sources
  • Recognizes how individual data points fit into a situation as a whole
  • Identifies what additional data is needed
  • Anticipates operational issues and develops preventative measures
  • Solves problems impacting the area in a systematic and clear manner that can be understood by subordinates and colleagues
  • Provides leadership support to leaders and other direct reports, to meet or exceed their assigned goals
  • Prepares departmental budget forecasts & variance reports, assures timeline compliance, and develops staffing models
  • Provides mentoring and performance development to mangers and other direct reports, challenging the team for creative solutions, cost reductions and improvements in service delivery
  • Assists in developing and closing business opportunities with current and targeted customers
  • Develops modules to be used in presentations to clients and senior leadership
  • Manages budgets, provides forecasts and produces financial analysis of monthly P&L’s
  • Creates new business development cost models and responses to RFP’s & RFI’s
  • Represents Dell within the professional community
30

Services Technical Support Supervisor Resume Examples & Samples

  • Minimum 5 years’ experience in addition of 3 years’ experience in resources management or support function roles ( Technical mentor / Trainer / Coach / Team Lead / Assistant Manager)
  • English & French Fluent Required
  • Good project management skills
  • General knowledge of product lines, technical knowledge
  • Significant customer service skills
  • Ability to develop and lead a team to deliver key business results
  • Working knowledge of Dell and customer supplied applicationsDesirable requirements
  • Thorough knowledge of Service End User Procedures
  • Previous experience in Service Desk End User is preferable
  • Good organizational and interpersonal skills
  • Ability to deal professionally with irate customers
31

Technical Support Supervisor Resume Examples & Samples

  • 6 years of experience in a customer technical support role, a financial institution, or Visa/MasterCard dispute processing
  • 1 year working as a lead in a team environment
  • Prior experience as a Supervisor
  • Associate or Bachelor degree
  • Experience with Visa/MasterCard dispute
  • Knowledge and understanding of JHA products
32

Technical Support Supervisor Resume Examples & Samples

  • Clearly communicate contact center and company expectations
  • Evaluate individual and team performance and provide meaningful feedback
  • Conduct regular team meetings to enhance teamwork and communicate process and procedure updates
  • Plan, execute and finalize assigned projects
  • Successfully manage competing priorities
  • Perform Quality Assurance Observations for team members and provide feedback
  • Mid-level Supervisor typically with 4-5 years of experience
  • Experience in coaching, motivating and leading employees to meet the needs of customers
  • Strong verbal, written and interpersonal communication skills
  • Knowledge of various computer operating systems, primarily Window and iOS
  • Ability to analyze and reconcile data of a complex nature from multiple sources
  • Multi-tasking experience in a fast-paced environment; completing work tasks with speed and accuracy
  • Supervisor experience in Customer Service, Help Desk, or Tier 1 support environments are a plus
  • Preferably a background in telecommunications, internet applications, cellular, and/or satellite technology
  • Experience in utilizing analysis, and a fact based approach, to lead transformational improvement initiatives
  • Project/program management experience
33

Online Technical Support Supervisor Resume Examples & Samples

  • 1、BS degree or above
  • 2、2 years or above working experience in after-sales service
  • 3、Skilled in data statistical analysis ability
  • 4、Rich experience in Call Center quality management
  • 5、Preference will be given to those with 1-2 years experience in installing, servicing, and sales of analytical instrumentation
  • 6、Must have the ability to work independently, interpersonal and listening skills
  • 7、Effective oral and written communication skills with both English and Chinese (Mandarin)
34

Technical Support Supervisor Resume Examples & Samples

  • Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction
  • Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization
  • Assists in the development and implementation of strategic plans, initiatives, direction, pay discussions and performance discussions
  • Resolves customer escalations as appropriate
  • Manages the staff and activities involved with verifying work schedules and attendance records; conducting performance evaluations; providing coaching, counseling, and discipline; and resolving personnel related issues
  • Serves as primary point of contact for internal and external clients for any operational questions, issues or concern
  • Performs all required reporting and service level deliverables to include ensuring collection goal attainment
  • Experience leading a team and developing skills
  • Significant understanding of business and business needs
  • Significant knowledge of technical enterprise product lines
  • Experience analyzing and interpreting product documentation and technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from managers, customers, and the general public
  • Associate's degree in computer-related field or equivalent from two-year college or technical school; or 2-3 years related experience and/or training in a technically oriented customer service department; or equivalent combination of education and experience.3-5+ years with work related experience
  • ITIL V 3.0 Certification
35

Technical Support Supervisor Resume Examples & Samples

  • 3-5 years’ experience within a technical support environment
  • BS/BA in Computer Science or IT related field or equivalence in experience
  • Passion for assisting customers resolve internet based technical issues via email or telephone
  • Proficient in walking customers through application issues and resolutions via remote desktop/screen share tools
  • Understanding of database technologies, website browsers and troubleshooting techniques
  • Understanding of Linux, accessing server logs, and working with command line functions preferred
  • Ability to run data queries and update data tables in MySQL
  • Junior Level knowledge of code preferably with JavaScript, Angular or Node to understand issue details provided by development
  • Experience working with challenging deadlines
  • Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions
  • Ability to logically troubleshoot software issues to determine the root cause and present suggested workarounds and solutions
  • Experience in the Real Estate industry is a plus
36

Frontline Technical Support Supervisor Resume Examples & Samples

  • Requires the supervision of 1 - 10 full-time employees and no part-time employees
  • Day to Day Supervision of Cases and Team including monitoring of daily metrics and reporting
  • Creates and maintains reporting functions to measure and monitor the frontline support center performance with PTSS case management and dealer/PTS support
  • Manage and maintain frontline knowledge data base to report response times, repair success rates, and high incident rates allowing for an early problem detection
  • Reviews previous open PTSS cases to manage and update the vehicle repair progress/status by dealer technicians or PTS team diagnose and/or repair
  • Work with the FTS team supervisors on PTSS case escalations to the local FTS. Reports to the FTS supervisors daily on escalated case and provides status update
  • Working with PTS to support repair. Work with the PTS technical center to perform on-car verification of repair procedures when necessary
  • Manage PTSS system and work with IT in case of system interruptions
  • Bachelor’s Degree (accredited school) or equivalent work experience
  • Experience with automotive systems
  • Diagnostics and repair of Mercedes-Benz vehicles preferred
  • Knowledge of Mercedes-Benz and related diagnostic equipment and Bosch systems preferred
  • CANalyzer and PICO scope a plus
37

IT Technical Support Supervisor Resume Examples & Samples

  • Serves as a Liaison with External Departments such as IT, Cash accounting, etc… to provide subject matter expertise and coordination of resources to meet and exceed business needs and expectations
  • Works closely with internal teams to formulate detailed project plans. Execute project plans within scope, on schedule, and within budget
  • Maintains hands-on knowledge of help-desk operations, various software applications, database architectures, systems, computer/hardware technologies and multiple network topologies
  • Communicates ideas and recommendations effectively to all levels within the department, using tact, common courtesy, persuasion, and discretion to achieve desired objectives
  • Presents ideas effectively to individuals and/or groups. Express ideas and information clearly in reports, letters and other documents. Ensure all written communication contains appropriate organization, structure, grammar, language and terminology adjusted for the intended audience
  • Provides regular status updates on Call Center operations, support/maintenance issues, and Call Center systemic enhancements
  • Utilizes appropriate interpersonal styles and methods to inspire and guide all levels of the organization toward improved goal achievement
  • Supports and facilitate the development of others' knowledge and skills by providing timely feedback and guidance to help staff reach goals. Provide performance feedback, career coaching and mentoring
  • Delegates tasks to staff as appropriate while providing adequate information required to successfully completing the assignment
  • Makes recommendations and/or decisions that contribute to the overall success of projects and programs
  • Attracts, develops, influences and retains key team members
  • Adapts to a changing work environment while staying abreast of evolving technologies
  • Works well under pressure and meet deadlines
  • College degree in related field preferred
  • Four years of customer contact experience in a call center environment. One year supervisory/lead experience in a technical environment preferred
  • Possesses ability to define expectations, coach, and train, motivate, and guide team members
  • Must possess excellent interpersonal experience in customer service/support or similar environment including excellent customer service skills
  • Demonstrates problem solving and analytical skills. Adaptable and flexible with the ability to accept, create, and manage change
  • Must be willing to adhere to a flexible work schedule to include evenings, weekends, holidays, and rotating on call schedule
  • Ability to work well under pressure, stressful situations and to meet and exceed deadlines and expectations
  • Must be able to effectively and efficiently manage multiple tasks using prioritization techniques
  • Provide the highest level of customer support at all interaction to the external and internal customers
  • Must be a self-motivated, goal driven individual who is eager to take on new and challenging responsibilities
  • Experienced in creating and administering quality assurance standards
38

Technical Support Supervisor Resume Examples & Samples

  • Fluent in computer technology (i.e. typing, general computer use, etc.)
  • High School Diploma required; Associate’s Degree preferred
  • Minimum two years call center experience required or customer service experience
  • Excellent verbal/written communication skills required
  • Exceptional customer service skills required
  • Proven track record in multi-tasking, managing technology and customers or clients
  • Microsoft Office Suite (Outlook, Word) proficiency required; Microsoft Excel experience required
  • Experience with daily supervision of a team of employees to include motivating, recognizing and rewarding, coaching, counseling, training, and problem solving
  • Technical troubleshooting and problem-solving experience required
39

Technical Support Supervisor Resume Examples & Samples

  • Minimum of 6 years of experience working in a call center environment
  • Previous management or supervisory position held
  • Must be able to work a non-traditional shift of potentially 12 p.m. to 9 p.m. after the first six months
  • Supervises daily activities of employees doing the same or similar tasks. Responsible for coaching and discipline of employees. Assists subordinates with difficult inquiries or problems. May perform duties of the actual job along with subordinates. Has problem-solving capabilities and a demonstrated advanced knowledge of field
  • High-level knowledge of the financial industry as it relates to banks and credit unions
  • High-level knowledge of product(s) supported and excellent knowledge of other core and complimentary products
  • Able to identify and resolve application and service issues
  • Able to provide outstanding customer service as set forth by corporate policies and standards
  • Demonstrates strong communication and customer interaction skills in accordance with SLS policies and guidelines to serve as Subject Matter Expert (SME)
  • Escalation point of contact for After Hours
  • Document and report software defects as required
  • Oversee large staff spanning multiple shifts with primary focus on After Hour staff
40

Technical Support Supervisor Resume Examples & Samples

  • Coach, mentor, and develop new and seasoned employees
  • Monitor call production and customer service skills
  • Prepare and present performance evaluations
  • Oversee daily activities of employees
  • Ensure adequate staffing levels
  • Manage disciplinary actions as needed up to and including separation from the company
  • Analyze ACD reports to ensure adequate coverage
  • Monitor ACD queues and maintain standards of phone service levels
  • Trace and Analyze call critiques
  • Handle escalation calls not handled by the Executive Solutions Desk
  • Support Residential/Commercial [VoIP and Wireline], High Speed Internet, and other current products
  • Identify process enhancements
  • Ensure each employee maintains a monthly performance review over the expected target
  • Specific knowledge of VoIP, SIP, DSL, Home Networking, and PC Support
  • Strong technical background in networking products, telephony, & technologies (Ethernet, wireless, IP, routing, switching, security) regarding VoIP and DSL configurations
  • Exceptional troubleshooting and problem solving skills are required
  • Thorough understanding of the Windows Operating Systems installation and configuration - particularly how to setup windows networking
  • Good working knowledge of IPX and TCP/IP addressing and configuration, Ethernet and Token Ring networks, hubs and routers
  • Excellent presentation, writing, customer-facing, follow up, and interpersonal skills
  • Proven track record of leading teams
  • Working knowledge PC operating systems and hardware
  • The employee must occasionally lift and/or move up to 10 lbs
  • Specific vision abilities required by this job include close vision
  • Must be able to sit or stand for long periods of time
  • The employee is regularly required to talk and hear
  • The person in this position needs to occasionally move about inside the office
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
41

Technical Support Supervisor Resume Examples & Samples

  • Oversees one or more teams of Technical Support Representatives who deliver Level I and Level II technical support inquiries and problems via the phone and email to managed services customers
  • Monitors operations to ensure adherence to service level standards and company/department policies and procedures
  • Ensures adequate phone coverage, including making decisions regarding scheduling changes
  • Acts as an escalation point for resolving the most difficult customer issues
  • Evaluates the quality of Technical Support Representatives’ calls from customers; provides feedback to reps on strengths and areas for improvement
  • Communicates with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction
  • Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes
  • Provides coaching and mentoring to Technical Support Representatives
  • Approves and implements streamlining opportunities and process improvements
  • Tracks and reports contact center performance against objectives and goals (i.e. quality, call volume, customer satisfaction, etc.)
  • Considerable knowledge of the company's services and business operations to enable resolution of customer technical support inquiries
  • Excellent customer service skills that build high levels of customer satisfaction
  • Must be detail-oriented and customer-driven, focusing on providing the highest quality service to FIS managed services customers
  • Ability to lead and manage large teams effectively
  • Demonstrated problem-solving and decision-making skills
  • Demonstrated analytic and root cause analysis skills for process improvement initiatives
  • Demonstrates effective people skills and sensitivities when dealing with others
  • General skill in the use of MS Office and other standard software applications required to perform the job duties
42

Technical Support Supervisor Resume Examples & Samples

  • Create and track performance, workload, and corrective action plans
  • Work with individual representatives using side-by-side monitoring and other methods to exceed customer and employee satisfaction and retention goals
  • Maintain and exceed client and customer needs
  • Maintain a consistent presence in the team area while supporting representatives with escalated calls and/or issues
  • Support the Director, Customer Support, as needed and provide call-handling support, whenever necessary
  • Develop recommendations for strategic customer retention programs
  • Manage customer feedback, measurement and complaint escalation process
  • Assists the company in any necessary duties to achieve company goals
  • Conduct special projects as required and perform other related duties as assigned
  • Detail-oriented team player that works well in a fast-paced setting
  • Proficient in verbal, telephone, and written communication skills
  • Self-motivated with a good work ethic with proven time-management skills
  • Possesses ability to train agents in customer care and telephony usage skills
  • Able to possibly provide coverage in a team environment from 8 a.m. to 12 a.m
  • Must be able to work with a minimum of supervision, be part of and lead a team, and work unscheduled hours when required
  • Coaching Skills
  • Understanding of Web hosting and email including, but not limited to: FTP, UNIX, POP3
  • Basic understanding HTML and use of editors such as FrontPage and Dreamweaver
43

Technical Support Supervisor Resume Examples & Samples

  • Lead, coach and motivate team of employees to consistently meet and/or exceed daily, weekly and monthly call center objectives
  • Clearly communicate call center and company expectations
  • Ability to create a culture of empathetic, patient, knowledgeable, efficient, and gracious employees who serve our customers and exceed expectations
  • Excellent interpersonal, written, typing and oral communication skills
  • Ability to motivate others, use good teamwork skills; including development of inter-departmental relationships
  • Ability to make complex decisions
  • Strong customer service skills working with both internal and external customers
  • Ability to quickly learn and navigate through multiple systems
  • Strong work ethic and self starter, able to work effectively in a fast paced call center environment
  • Strong knowledge of PC hardware/software and familiarity with data products and services
  • Strong knowledge of Microsoft Suite products (Excel, Word, Outlook, PowerPoint, etc)
  • Bachelors Degree in Business or a related field and/or 5 years related work experience managing employees
44

Technical Support Supervisor Resume Examples & Samples

  • Plan the stress group activities, manages the resources and is accountable for his group performance to make sure that his team works to ensure that designs, repairs and maintenance plans are adequate to maintain structural integrity and satisfy the appropriate regulatory authority' structural airworthiness requirements while meeting and exceeding operators’ expectations
  • Distributes work and communicates expected results
  • Participates directly in the design, development and inspection of technical projects or in the engineering work of the department
  • Supports employees to enable them to reach their goals and deliverables
  • Participates in management meetings and organizes departmental governance
  • Communicates information to employees in a timely manner
  • Maintains his stress technical knowledge
  • Participates in manpower planning activities
  • Participates in budget preparation and has accountability for managing financial resources
  • Defines equipment and resources required to deliver projects
  • Defines individual workload for the stress team
  • Performs employees’ PMP and may make salary recommendations
  • Participates in the recruitment and integration of new employees
  • Participates in the employees development by providing coaching, mentoring and training both for technical and soft skills
  • Has the responsability of the engagement and enablement of the stress team
  • Defines individual goals and expected results for employees under their supervision in order to support the department orientation
  • May perform as a regulatory authority delegate
  • Wide knowledge of the section’s technical issues and is responsible for assigning the best resources available in order to solve them. He provides technical leadership, coaching, mentoring, training on a regular basis to direct reports
  • Minimum 11 years as stress analyst for aeronautical products
  • Has experience on at least (1) development program
  • Wide knowledge of: Metallic Static analysis; Metallic F&DT analysis; Composite Static analysis; Aircraft component requirements; Aircraft Systems; Regulation compliance
  • People management skills. Performance evaluation. HR processes
  • Bachelor or Master's degree in Engineering from recognized education center (North America), OR May have a PhD in Engineering directly related to the job, OR "Licenciatura en Ingenieria" with the "Cedula Professional" granted (Mexico)