Product Support Supervisor — Shift Lead & Coach

TransCore; Houston (TX); On-site; USD 45,000 - 70,000; Full time

Job summary

TransCore in Houston, TX seeks a Product Support Supervisor for the Houston Maintenance and Monitoring Center. This entry-level supervisory role oversees Product Support Representatives and coordinates cross-training while handling escalated customer and field technician inquiries.

You will coach staff, monitor performance, manage timecards and schedules, and ensure service requirements are met. The position may require day, evening, overnight, weekend and holiday shifts based on business needs.

Qualifications

• 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

• 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.

Skills

Interpersonal communication

Time management

Multi-tasking

Team collaboration

Education

Associate degree

Tools

Microsoft Office

Job description

TransCore in Houston, TX seeks a Product Support Supervisor for the Houston Maintenance and Monitoring Center. This entry-level supervisory role oversees Product Support Representatives and coordinates cross-training while handling escalated customer and field technician inquiries.

You will coach staff, monitor performance, manage timecards and schedules, and ensure service requirements are met. The position may require day, evening, overnight, weekend and holiday shifts based on business needs.