Product Support Supervisor

TransCore, LP; Houston (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

TransCore seeks a full-time Product Support Supervisor in Houston, TX to oversee Product Support Representatives in the MMC. This role involves coaching, monitoring, and coordinating cross-training, as well as handling escalated calls or emails from customers and Field Technicians.

The position requires an Associate degree or equivalent, strong communication skills, and the ability to manage multiple priorities in a dynamic environment.

Qualifications

• Associate degree or equivalent combination of education and experience.
• Excellent interpersonal and communication skills.
• Ability to plan, multi-task, and manage time effectively.
• Proficiency in using Microsoft Office in a networked environment.

Responsibilities

• Supervise PSR MMC staff.
• Train, coach, monitor, evaluate, and counsel PSRs.
• Address staff questions regarding policies and procedures to resolve issues.
• Review, correct, and approve staff's bi-weekly timecards.
• Coordinate cross-training for staff with the department Trainer.
• Maintain staffing schedules.
• Assign work as required per the contracts supported.
• Monitor productivity and provide feedback to the staff regularly to maximize performance.
• Maintain established tracking for staff production levels.
• Provide reporting to management upon request.
• Responsible for adhering to and enforcing policies and procedures including PCI.
• Ensure service requirements are met.
• Respond to customers promptly.
• Assist with workloads from the PSR whenever possible.
• Assist management with any additional needs.
• This position requires a shift-oriented schedule and may involve working day, evening, overnight, weekend, and holiday hours as determined by business requirements.

Skills

Interpersonal skills

Communication

Time management

Multi-tasking

Microsoft Office

Teamwork

Adaptability

Education

Associate's degree or equivalent

Tools

Microsoft Office

Job description

TransCore (TRN), a subsidiary of ST Engineering, is a seeking full-time Product Support Supervisor to join our team in Houston, TX.

Summary

The Product Support Supervisor is an entry level position responsible for supervising Product Support Representatives within the Houston Maintenance and Monitoring Center (MMC). The Supervisor is also responsible for coaching, monitoring and evaluating their staff as well as coordinating cross-training opportunities. Supervisors will also handle any escalated customer / Field Technician phone calls or emails.

Essential Duties and Responsibilities

• Supervise PSR MMC staff.
• Train, coach, monitor, evaluate, and counsel PSRs.
• Address staff questions regarding policies and procedures to resolve issues and concerns.
• Review, correct, and approve staff's bi-weekly timecards.
• Coordinate cross-training for staff with the department Trainer.
• Maintain staffing schedules.
• Assign work as required per the contracts supported.
• Monitor productivity and provide feedback to the staff regularly to maximize performance.
• Maintain established tracking for staff production levels.
• Provide reporting to management upon request.
• Responsible for adhering to and enforcing policies and procedures including PCI.
• Ensure service requirements are met.
• Respond to customers promptly.
• Assist with workloads from the PSR whenever possible.
• Assist management with any additional needs.
• This position requires a shift-oriented schedule and may involve working day, evening, overnight, weekend, and holiday hours as determined by business requirements.

Requirements and Qualifications

• Associate's degree or equivalent combination of education and experience.
• Excellent interpersonal and communication skills, including the ability to communicate information and ideas to an individual or in a large group setting.
• Ability to plan, multi-task, and manage time effectively.
• Proficiency in using Microsoft Office products in a networked environment.
• Strong time management skills and ability to take initiative.
• Ability to manage multiple priorities and easily adapt to change.
• Looks for ways to improve effectiveness by implementing new ideas and more efficient approaches.
• Ability to work individually and as part of a team.

Physical Demands/Work Environment

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand, walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. The noise level in the work environment is usually moderate.

* TransCore complies with federal and state disability laws and provides reasonable accommodation for employees with disabilities.