TransCore (TRN), a subsidiary of ST Engineering, is a seeking full-time Product Support Supervisor to join our team in Houston, TX.
Job Summary: The PSR 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 but are not limited to the following:
Supervise PSR MMC staff.
Train, coach, monitor, evaluate, and counsel PSRs.
Address staff's 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.
General Job Requirements:
This is a full-time position, MMC is 24/7, thus there is a potential to work shift work.
Ability to adhere to all company policies and procedures.
Required Skills & 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.
Education: Associate's degree or equivalent combination of education and experience.
Desired Skills:
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.
