Product Support Supervisor

TransCore; Houston (TX); On-site; USD 52,000 - 80,000; Full time

Job summary

TransCore, located in Houston, TX, seeks a Product Support Supervisor to oversee Product Support Representatives in the Maintenance and Monitoring Center. The role includes coaching staff, handling escalated calls, and coordinating cross-training within a shift-driven schedule.

The position requires anAssociate’s degree or equivalent experience, strong communication and planning skills, and proficiency with Microsoft Office.

Qualifications

• Associate’s 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 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.

Responsibilities

• 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.
• 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 communication

Verbal communication

Time management

Multi-tasking

Planning

Teamwork

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

Include the following. Other duties may be assigned.

• 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.
• 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

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required.

• 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.