Product Support Supervisor

TransCore•Houston, TX

11d•Onsite

About The Position

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Product Support Supervisor to join its team in Houston, Texas. This entry-level supervisory role oversees Product Support Representatives (PSRs) within the Houston Maintenance and Monitoring Center (MMC). The Supervisor coaches, monitors, and evaluates staff, coordinates cross-training, and handles escalated customer and Field Technician calls or emails. The position follows a shift-oriented schedule that may include day, evening, overnight, weekend, and holiday hours as determined by business requirements. The work environment typically has moderate noise. The role regularly requires talking or hearing, frequently requires sitting, and occasionally requires standing, walking, handling objects, reaching, and lifting or moving up to 10 pounds. TransCore provides reasonable accommodation for employees with disabilities in compliance with federal and state disability laws.

Requirements

Associate’s degree or an equivalent combination of education and experience.
Excellent interpersonal and communication skills, including the ability to communicate information and ideas to individuals and large groups.
Ability to plan, multitask, and manage time effectively.
Proficiency with Microsoft Office products in a networked environment.
Strong time-management skills and ability to take initiative.
Ability to manage multiple priorities and adapt to change.
Ability to identify ways to improve effectiveness by implementing new ideas and more efficient approaches.
Ability to work individually and as part of a team.

Responsibilities

Supervise Product Support Representative staff in the MMC.
Train, coach, monitor, evaluate, and counsel PSRs.
Answer staff questions about policies and procedures to resolve issues and concerns.
Review, correct, and approve staff bi-weekly timecards.
Coordinate cross-training opportunities with the department Trainer.
Maintain staffing schedules.
Assign work according to the contracts supported.
Monitor staff productivity and regularly provide feedback to maximize performance.
Maintain established tracking of staff production levels.
Provide reports to management upon request.
Adhere to and enforce policies and procedures, including PCI requirements.
Ensure service requirements are met.
Respond promptly to customers.
Assist PSRs with workload whenever possible.
Handle escalated customer and Field Technician phone calls or emails.
Assist management with additional needs.