Product Support Supervisor
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 position supervises 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 and emails. The role requires a shift-oriented schedule that may include day, evening, overnight, weekend, and holiday hours, depending on business requirements. The work environment typically has moderate noise. TransCore complies with federal and state disability laws and provides reasonable accommodation for employees with disabilities.
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 using 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 opportunities to improve effectiveness through 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.
- Address staff questions about policies and procedures and help resolve issues and concerns.
- Review, correct, and approve staff bi-weekly timecards.
- Coordinate staff cross-training with the department Trainer.
- Maintain staffing schedules.
- Assign work as required by supported contracts.
- Monitor productivity and regularly provide feedback to maximize staff 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 with PSR workloads whenever possible.
- Assist management with additional needs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
