Manager, Product Support Resume Sample
Alison Murray
231 Shaina Turnpike,
Los Angeles,
CA
+1 (555) 555 7016
Work Experience
Manager, Product Support
03/2016
-
PRESENT
Houston, TX
- Managing responsibilities within the assigned team of Product Support , develop and continuously improve organizational capabilities of the team by applying the Eaton competency model
- Lead the team with a main focus on responding to support requests for all ICPD product lines
- Improve the call management system and the processes
- Improve the case tracking system and problem solution process
- Gather and share innovation and technology requests with product lines as well as Engineering organization utilizing them for new product development
- Implement needed measures in the Product Support Team to be in an active position
- Enhance expertise in applications and solutions with the support organization and by arranging regular trainings
- Control costs within the budget and increase department efficiency
Manager Product Support
12/2013
-
12/2015
New York, NY
- No less than 5 years of work-experience in Electric/Electronic sector in the industrial field
- Excellent technical knowledge and understanding of the ICPD products as well as architecture aspects (Automation/Codesys, HMI, electromechanical and electronic motor control, network topologies)
- No less than 2 years leadership experience in matrix organizations
- Business Acumen (familiarity with P&L, cost estimation, pricing and commercial terms, etc) Experience in collaboration with distributetd („virtual“) teams at different international locations
- Proven ability to learn the big product portfolio range across Eaton
- Quickly grasp and distinctly explain the relevant technology and business concepts that impact our business
- Work with internal teams to collaborate, drive prioritization, analyze and resolve complex issues, resulting in the highest level of client satisfaction
- Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner
- Proven ability to establish priorities, develop measurable objectives, work independently, and lead the team to successfully meet or exceed objectives
Senior Manager, Product Support
09/2009
-
07/2013
Detroit, MI
- Ownership of global escalation strategy
- Work with interdepartmental teams to ensure that critical issues are documented and escalated in an expeditious manner for resolution
- Report weekly on customer/departmental top issues, and on-going projects
- Lead a team of Support Engineers who respond to unique situations where standard procedures have failed
- Continually seek to identify opportunities for internal and customer related process improvement
- Represent GRA US as a member of cross functional brand team review committees, providing regulatory input into the review of advertising, promotion, medical and press materials
- Primary liaison with OPDP for assigned products
Education
University of North Carolina at Asheville
2005 - 2009
Bachelor's Degree in Engineering
Professional Skills
- Excellent interpersonal, motivational, and managerial skills. Ability to manage conflict situations constructively
- Excellent interpersonal, motivational, and managerial skills include ability to manage conflict situations constructively
- Prior experience designing and managing helpdesk programs
- Experience and proven ability of representing a company to all customers and suppliers
- Proven record in providing excellent client services and process improvement
- Experience in helpdesk environment, demonstrated knowledge of SOPs and quality control processes
- Related experience in print production experience in a high-volume, deadline-driven environment
How to write Manager, Product Support Resume
Manager, Product Support role is responsible for training, software, retail, finance, database, security, payroll, architecture, planning, reporting.
To write great resume for manager, product support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Product Support Resume
The section contact information is important in your manager, product support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Manager, Product Support Resume
The section work experience is an essential part of your manager, product support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous manager, product support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, product support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Product Support resume experience can include:
- Is able to establish priorities and timelines to effectively manage workload. Is able to multi-task well
- Builds Effective Working Relationships – Developing and using collaborative relationships to facilitate the accomplishment of business goals
- Experience presenting, influencing and negotiating with senior managers and directors
- Work experience creating new process and strategic planning
- Management experience, ideally in a role involving product management, strategy or operations
- Experience with the Microsoft Office suite of software, including Word, Excel, PowerPoint, and Outlook
Education on a Manager, Product Support Resume
Make sure to make education a priority on your manager, product support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, product support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Manager, Product Support Resume
When listing skills on your manager, product support resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical manager, product support skills:
- Strong and effective time management skills with the ability to work to key deadlines
- Strong organizational, strategic planning and time management skills
- Facilitate regular cross-functional prioritization meetings effectively and efficiently
- Multi-task effectively and work in a fast-paced, fast growing and dynamic environment
- Solid working knowledge of databases and a demonstrated ability to provide technical leadership in database-related support scenarios
- Deliver engaging, informative, well-organized presentations that are effectively tailored to the intended audience
List of Typical Experience For a Manager, Product Support Resume
1
Experience For Manager Product Support Resume
- Prior management and leadership experience in operational environments
- Proven leadership experience preferably in the field of customer or technical application support
- Demonstrated ability to understand business requirements in a variety of functional areas and the flexibility to adapt to new and changing information
- Work well in a team environment as an equal contributor, while promoting customer goodwill through positive attitude, performance
- Hospital Billing or Claims experience
- Experience within pharmaceutical and/or medical device Regulatory Affairs
2
Experience For Manager, Product Support Purchasing Resume
- Successful track record with ideally 1-5 years relevant regulatory experience
- Provide an effective response to all customers and requests for assistance
- Proven track record of successful performance in leadership positions, ability to communicate and create successful relationships with other organizations
- Provides effective direction and communication of goals, initiatives and performance
- Good knowledge of Microsoft office and related systems and potentially other advanced tools
- Experience in power plant operation and maintenance
- Developing and improving existing support process and procedure
- Understanding of the U.S. pharmaceutical market place, and familiarity with medical terminology
3
Experience For Senior Manager, Product Support Resume
- Managing a team of up to 5 direct reports and associated team members
- Providing service and support to our worldwide customer base
- Ensuring that contractual SLA’s are met
- Ensuring the root cause analysis takes place, documented and published after significant operational incidents
- Participate in the development, monitoring and updating of standards and processes related to drug, device, and biologics regulations
- Set policies and procedures for assisting customer base to ensure proper handling of requests and documentation of responses
- Develop scalable processes for a rapidly growing organization while aligning with local policies and requirements
4
Experience For Manager, Product Support & Repair Resume
- Identify and manage support metrics, reporting tools, tracking tools and infrastructure, to ensure all department activities are process driven
- Knowledge and understanding of complex medical and scientific subject matter
- Deals with people in an honest and forthright manner representing information and data accurately
- Responsible for finding solutions to any issue raised by customers
- Responsible for offering additional services and upgrades to all customers and stakeholders
- Develop and deploy training needed to support new initiatives
- To plan and coordinate any future operations including emergency response procedures
- Coordinate installation, configuration, and ongoing usability of desktop computers, peripheral equipment, software and data repositories
- Communicate and educate customer base and employees on handling protocols
5
Experience For Manager, Product Support Engineering Resume
- Responsible to identify, oversee and complete all service manual writing and documentation for all device products and across all facilities
- Work in a matrixed environment, supporting regional organizations as well as multiple global offices
- Analytical mindset and open to work under pressure with demanding deadlines
- Innovation – Generating new or innovative solutions to business issues
- Liaison with IS team and internal stakeholders provides feedback loop on results and ongoing improvements
- Consults with senior management to develop and communicate regulatory strategies and opinions for products and projects
- Understands issues, problems and opportunities by comparing data from different sources to draw conclusions and then can choose a course of action or develop the appropriate solution
- In conjunction with the therapeutic area leader, generates innovative solutions in work situations, trying different and novel ways to deal with work problems and opportunities
- Shows ability to use appropriate interpersonal styles and techniques to gain acceptance of ideas or plans
6
Experience For National Manager Product Support Resume
- Can build networks to obtain cooperation
- Unquestionable ethics, professional integrity and personal values consistent with the sanofi-aventis values
- Responsible for ensuring all Ormat customers in North America and Latin America are getting proper after-sales support during warranty and post-warranty periods
- Responsible for strengthening and maintaining relationships with all existing customers, through routine communication and periodic customer visits
- Identify and fill any gaps in IT systems
- Ensure the right financial data is captured to report accurate P&Ls for pilots
- Communicate action plans with internal and external client teams
- Test and learn with each pilot
- Management oversight and direction for the Bagdrop Service organization
7
Experience For Manager Product Support Wheel Loaders & Articulated Haulers Resume
- To manage our 24 hour operations
- Introduces management accepted objective performance criteria for the whole group
- Tracks individual performance achievements and proposes corrective activities as required
- Serves as liaison between Factory Quality and the Field
- Trains, develops, and coaches personnel and assists with recruitment of required personnel
- Represents Body/HVAC Systems within VWoA and Factory organizations
- Champions technical product issues through to resolution
- Maintains responsibility for Warranty claim counts and cost reduction for Body/HVAC systems across all carlines
8
Experience For Manager, Product Support Resume
- Works well with internal and external teams as well as independently
- Highly motivated, hands-on manager with significant technical aptitude
- Familiarity with support center operations
- Work non-standard business hours as needed
- Travel up to 10% as needed
9
Experience For Manager Product Support Resume
- Collaborate with sales management, services leaders, product/program specialists and subject matter experts to ensure escalations are resolved efficiently and effectively
- Share information and knowledge with the other team members, business owners, and the wider Services community to reduce the number of repeated Customer issues
- Work to reduce the number of escalations and complaints received and improve internal processes , policies and supportability of BD products
- Set employee objectives and measure performance
- Establish and maintain systems used by the Team in their daily work
- Demonstrate accountability for all issues, while depending upon others to resolve. Highly adaptable to change in priorities and business conditions while still driving toward results
10
Experience For Manager, Product Support Purchasing Resume
- Supporting the organisation’s security and data protection policies, with emphasis on the protection of sensitive customer information
- Able to lead and direct multiple projects simultaneously
- Track the supplier’s performance indicators, based on their scorecards and rankings, to facilitate and develop the supply base’s ability to consistently meet or exceed our defined expectations
- Manage the regular and daily activities to facilitate and develop the supplier’s ability to support Nordson’s Lean manufacturing principles and problem avoidance processes through the use of best in class quality, delivery and lead-time performance processes
- Support and utilize the Strategic Group’s activities and direction on supplier development, risk management, reduction and consolidation
- Support and coordinate with, the Strategic Group’s new product activities and direction to optimize the transition from new product development to production
- Works with internal and external stakeholders to establish roadmap for product support matrix based on medical device best practices, available infrastructure and software
List of Typical Skills For a Manager, Product Support Resume
1
Skills For Manager Product Support Resume
- Communicates Effectively – Communicating in a way that is clear, concise and easily understood with impact and credibility
- Upervisory experience or 2 years experience managing a technical support organization
- Overall experience in a similar technical position, coupled with 4 years support management and leadership experience
- A willingness to learn and a determination to succeed with a proven track record in leading and managing high performing teams
- Experience working with SaaS technologies and understanding of fundamental SaaS technology principles
- Delegates Responsibility – Allocating decision-making authority and or task responsibilities to others to maximise individual effectiveness
2
Skills For Manager, Product Support Purchasing Resume
- Work cross-functionally with business SMEs to prioritize all outstanding issues objectively
- Work with Application Development to communicate the most impactful issues and prioritize those issues for analysis and development planning
- Demonstrated ability to build credibility in order to drive change by persuading stakeholders across the enterprise
- Work cross-functionally to maintain effective working relationships between Support and other functions
- Advanced understanding of, and experience within, Time & Labor Management
- Experience in a customer-facing role for customer service/support
- Strong client service and relationship-building abilities
3
Skills For Senior Manager, Product Support Resume
- Perform regular analysis of support process to identify and implement strategies to improve efficiency, effectiveness and/or customer service
- Ensure that Business stakeholders remain informed on issue updates, analyses, timelines, and priorities
- Correlates and prioritizes problems/shortcomings in conjunction with warranty expenditures and associated market impact
- Run a support operation and lead people. Demonstrated ability to analyze, manage, and improve the performance of technical resources
- Customer-service focus and innate drive to assume ownership of an opportunity to improve the customer experience
- Strong technical aptitude with familiarity with technology software and tools
- Prioritize & manage workload based upon business needs in order to delight customers key stakeholders
4
Skills For Manager, Product Support & Repair Resume
- A strong customer focus, and ability to understand the circumstances and desired outcome of an escalation to advocate for the appropriate action
- Operates within budgets and MBO’s as approved by Operations Director
- Hiring and training employees to ensure adequate staffing to cover workload
- Reporting of progress of programs, department status, development and service readiness
- Manage dynamics of the daily operations by adjusting staffing schedules, projects, and training to ensure customer and employee satisfaction
- Provide input in forecasting resource requirements; by communicating volume and impact of open issues along with burndown forecasts based on existing resources
- Comfortable working directly with Sales, Product and Engineering leadership, advertisers, agencies and other advertising partners
5
Skills For Manager, Product Support Engineering Resume
- Responsible for resolving employee staff issues, completing annual performance reviews, hiring and terminations
- Leverages Diversity – Creating and maintaining an environment that enables everyone ti contribute to their full potential
- Supervises the entire Product Support process from problem detection/quantification through qualified reporting, field notification, and success controlling
- Initiates and leads the process of updating existing parts inventory with new level parts
- Ensures during the process of product planning that quality issues on parts, systems, and cars are targeted and resolved in products in development
- Leads Technical Bulletin working level and reporting processes; measure results
- Provide input to Quality regarding solutions / fixes and regarding ways to manufacture for service
6
Skills For National Manager Product Support Resume
- Manage team of operational Product Managers, Customer Service Representatives and Customer Service Coordinator team (including weekly scheduling)
- Participate in interviews and hiring processes
- Develop and maintain an understanding of the processes, goals, requirements and issues related to Bright Horizons’ Back-Up Care platform
- Work with Application Support teams to understand the most pervasive and impactful issues based on open ticket data and known issue tracking
- Compose release notes for all end-user facing fixes and coordinate with other Product Managers to produce final release notes for every Production release
7
Skills For Manager Product Support Wheel Loaders & Articulated Haulers Resume
- Adapts to Change – Adapts to changing circumstances, accepts new ideas and change initiatives
- Build Customer Relationships – Making customers and their needs a primary focus of ones actions
- High energy and engaging personality with emotional stability
- A comprehensive understanding of CareFusion technologies
- Initiates and leads the process of proposing service solutions for identified shortcomings for the market introduction
- Initiates and leads the process when proposing service solutions for identified shortcomings for market introduction
- Identifies and provides emerging data to Consumer Protection group, CARE, and Parts Logistics teams
8
Skills For Manager, Product Support Resume
- Comprehensive understanding of economics, finance and statistics
- Build credibility in order to drive change by persuading stakeholders across the enterprise
- Work in a fast-paced, fast growing and dynamic environment
- Oversee the activities of the Product Support Engineering
- Collaborate with R&D to enhance our remote support solution to improve efficacy of proactive support and remote monitoring
- Define standard operating procedures (SOPs) and consistent processes that ensure efficient resolution of
- Anticipate changing conditions and risks to take preventive action
9
Skills For Manager Product Support Resume
- Track various performance criteria and attendance policies to include scheduling, vacations, pay roll and hours worked
- National and International travel required
- Manage a technical team of 10 or more support engineers chartered to provide support services to Kronos' customer base
- Oversee a support team that provides expert level of support for the application in a fast paced, high volume environment
- Manage daily operations to include metrics to develop action plans and manage to key technical support metric targets. Forecast staffing resource requirements based on volume and daily dynamics
- Measure Support Engineer productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management. Identify and resolve personnel issues constructively and quickly. Prepare and present performance reviews for assigned Support Engineers
- Prepare and implement enhancements within the technical support center given company philosophies and direction. Develop and execute programs targeted at maintaining a highly motivated workforce
- Establish and maintain strong partnerships with Business SMEs and their teams to ensure best-fit support processes and procedures to meet or exceed business support requirements
10
Skills For Manager, Product Support Purchasing Resume
- Establish and maintain strong partnerships with IT Application Support and Application Development teams to ensure best-fit support processes and procedures to meet or exceed business support requirements
- Foster a positive environment that drives commitment to work, importance of work and a team oriented way of working
- Mitigate cross-functional conflict and communication problems and take steps to ensure that all business stakeholders feel valued
- Provide direction and coaching on critical support processes and procedures in addition to ensuring that stakeholders understand and consistently follow these processes and procedures
- Work with business SMEs to understand and document their most impactful issues
- Communicate the Open Issue development plan and roadmap to all Business stakeholders
- Determine when an issue is actually an enhancement request and coordinate with Product Managers to transition the request from application support to the enhancement request process
List of Typical Responsibilities For a Manager, Product Support Resume
1
Responsibilities For Manager Product Support Resume
- Proven track record of success in previous roles
- Communicate and work independently with Medical Affairs, Marketing, Sales and scientific/technical personnel
- Design and implement systems and protocols necessary to provide internal and external customers with product support in Medical Device industry
- Serve as liaison with Customer Service and Medical Affairs
- Plan and execute ongoing Customer Service training to include, but not limited to, the following training courses:Microsoft products, Customer Service skills, operating system, HDA System, Metrix, FSA
- Ensure service readiness for new food equipment product releases. Determine new product needs for spare parts, special service tools, service training and intelligent machine design from a service point of view
- Manage team that provides technical support to field on installation and service of new products and modifications
- Establish metrics to monitor performance of team.Work to continuously improve processes within department and make recommendations for improvements in field, engineering and sales organizations
2
Responsibilities For Manager, Product Support Purchasing Resume
- Make safety & health issues/concerns a priority and adhere to established regulations and guidelines.Participate as an active member of the Hobart Service Safety Committee. Ensure safety programs are completed
- Provide support to ITW FEG Sales and Marketing and define or develop service products
- Administer web-based services documentation portals for our external and internal customers
- Champion product support initiatives to resolve top quality issues and process improvement projects, partner with Quality, BPE and Manufacturing departments as “keeper” of field equipment related data
- Create and execute work plans for projects of moderate to large scope and complexity and revises as appropriate to meet changing needs and requirements
- Ensure appropriate staffing levels and coverage to support next day response time to emergency customer calls, as well as call center metrics
- Ensure customer satisfaction levels are achieved by current survey rating system
- Ensure proper documented training for self and staff of all relevant Haemonetics internal processes
3
Responsibilities For Senior Manager, Product Support Resume
- Develop and maintain annual competency program with appropriate documentation for PSE’s
- Develop coverage plans and ensure that staff is knowledgeable and well trained to provide a superior level of customer service
- Manage expense and corporate costs to budget projections or below
- Provide departmental assistance and is a resource for identifying, planning and implementing process improvement projects. Serve as the technical advisor departmentally in the Six Sigma processes and methodologies, as well as leading project teams
- Responsible for appropriate trainings for Product Support Engineers
- Manage daily operations for the Workforce Ready support team, including staffing for phone / non-phone shifts, meetings, training, lunch hours, vacation / sick time. Identify and obtain the tools Support Engineers require for successful job performance
- Measure Support Engineer productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management. Identify and resolve personnel issues constructively and quickly. Prepare performance reviews and rating for salary merit increa
- Provide ongoing communications support, workload balancing efforts, program readiness, risk mitigation and resolution / escalation as required
4
Responsibilities For Manager, Product Support & Repair Resume
- Responsible for setting and achieving departmental goals, objectives and KPI’s
- Document and implement operational execution process and help resolve issues escalated by Customer, Sales, Retail and Manufacturing Network teams
- Develop positive working relationships with cross functional teams to ensure product management and customer service SLAs expectations are met
- Set objectives for the operational Product Management and Customer Service team in accordance with Company and Network Operations strategy
- Establish and ensure adherence to operational product manager team rules of engagement; review, and assignment of sales opportunities to ensure timely planning and pricing support
- Manage customer service team to help preflight and process orders for production within FXO and Extended Networks
5
Responsibilities For Manager, Product Support Engineering Resume
- Collaborate cross-functionally with key stakeholders, business partners and customers as required to enhance and deliver new program initiatives for FXO Product Lines (Distributed Print, Direct Mail, Signs & Graphics and Complex Print)
- Develop metrics to evaluate productivity of teams, product lines supported and areas for improvement
- Provide leadership and management to the SaaS technical support staff through selection, performance management, developing, mentoring, coaching, and overseeing daily operations
- Perform escalation management for internal and external customer/partner support issues
- Build relationships and address opportunities cross-functionally with key stakeholders such as R&D, Sales and Professional Services organizations, and take ownership of opportunities to improve the customer experience, including customer escalations
- Participate and lead department-wide initiatives
- Formulates organizational and business unit policies and practices, in alignment and compliance with Sabre’s standard practices and values
6
Responsibilities For National Manager Product Support Resume
- Establishes and fosters a culture of teamwork and cooperation based on Sabre’s Values
- Work independently with limited guidance from a remote leader
- The ability to lead key short-term and long-term projects
- The ability to travel up to 40% nationally and internationally
- Provide leadership and management to technical support staff through selection, performance management, developing, mentoring, coaching, and overseeing daily operations
7
Responsibilities For Manager Product Support Wheel Loaders & Articulated Haulers Resume
- Solid knowledge of all lines business and the customer’s business environment
- Decisive and action oriented with proven problem solving capabilities, detail oriented, accurate record keeping, project management, time management preparation and training skills, ability to work in a fast paced, changing environment required
- Experience with the administration and enhancement of helpdesk support
- Support Sales, Customers and Stakeholders. Prioritize and respond to a variety of requests on daily basis and triage urgent requests as warranted
- Customer service experience for large client accounts with complex print production needs
- A background in Service and Support management (Airport / Airline experience an advantage)
- Remain focussed with a solid attention to detail
8
Responsibilities For Manager, Product Support Resume
- Manage programs and processes globally
- Provide input and instruction to all functions within Integra in the product support matrix and channel development
- Applicants with an active TOP SECRET clearance
- An excellent working knowledge of the Microsoft Office Suite, database software, relevant authoring utilities and software, or related development tools required
- Work well in a team environment as an equal contributor, while promote customer goodwill through positive attitude, performance, and appearance
- Demonstrable dedication to customer service
- Demonstrable dedication to customer service, and continuous process improvement
9
Responsibilities For Manager Product Support Resume
- Open to 10-20% travel
- A strong Customer Service Management track record with at least 5 years’ experience in a similar role, ideally from an Enterprise Support Centre background, with demonstrated management techniques and technical support process methodologies
- Diagnose or understand customer’s technical problems/requirements and devise a suitable technical solution
- The ability to work at a computer, and computer monitor, and use repetitive motion for long periods of time
- The ability to occasionally lift up to 25 pounds
- Based in Brighton, UK
- Translate business issues into appropriate outcomes
10
Responsibilities For Manager, Product Support Purchasing Resume
- Coaches and Develops Others – Facilitating improved performance by effectively assimilating new employees, and giving advice and guidance, planning development activities
- Experience managing a technical support operation
- Work with the team to ensure consistently positive customer experiences with the highest level of customer service
- Strong knowledge of support center operations
- Drive customer escalations to resolution by leading and engaging with customers directly
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