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Requisition Number 19-1609
Post Date 8/6/2019
Title Manager, Product Support
Job Family Product Support
Location IL-Lombard
Description

Product Support Manager

SUMMARY

The Product Support Manager is responsible for keeping team members motivated.  This needs to be accomplished by fully communicating job descriptions, performance expectations and career paths.  The manager must present to upper management a regular analysis of calls received in order to help determine any changes needed in staff size and skill requirements, including staff development needs.

 

PRIMARY RESPONSIBILITIES

• Participate in budget planning working sessions to provide for an effective and efficient operation. Responsible for meeting set budget

• Complete interviewing, hiring and orientation of new employees

• Motivate, mentor and provide feedback to staff and help establish and maintain career development

• Conduct all disciplinary action for direct reports, including terminations with the assistance of Human Resources and after obtaining required approvals

• Prioritize client experience over other metrics. Handles escalations as needed. Responsible for ensuring client needs are met

• Identify and recommend process improvement activities. Review recommendations made by the supervisors. Align with global peers and make educated decisions based on departmental goal and strategy

• Develop and implement strategic team plans to consistently improve team and site performance while also collaborating on employee action plans for individual development actions

• Demonstrate leadership development by conducting bi-weekly & annual performance reviews and developmental coaching sessions with salaried leaders and indirect reports

• Maintain knowledge of all RealPage products and services as well as being a liaison between internal clients and the support group.

• Maintain knowledge of departmental policies and procedures

• Handle escalated issues impacting high profile clients. Focuses on satisfactory resolution and relationship management

• Participate in Executive meetings such as GAM, representing Support

• Complete command of the business on a strategic level - Opportunities for Improvement, Strategy, Projects & Initiatives etc.

• Analyze leadership coverage and make schedule adjustments as necessary

• Work with global support organization. Own at least 2 project and is responsible to see them through completion

• Help promote the support strategy in meetings with internal and external clients

• Able to work extended hours when required. Remain available afterhours and on weekends

• Advanced knowledge of Value Stream Mapping process and ability to co-lead discussions

• Advanced knowledge of how to perform a RCA and outline in a presentation

 

 

COMPETENCIES

• Flexible, detailed, and ability to drive and support change.

• Must exhibit excellent leadership, communication, and interpersonal skills

• Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents

• Strong ability to multitask and deal with a variety of unrelated issues simultaneously

• Able to effectively communicate with agents, internal departments, clients, and management

• Able to triage calls, rapidly aiding clients and staff as needed

• Patience and tolerance; ability to defuse tense situations

• Demonstrated ability to train and develop new and existing support agents

 

REQUIRED KNOWLEDGE - SKILLS - ABILITIES

• 4 years of leadership experience or 2 years of experience managing a technical support organization

• Good working knowledge of Microsoft Word, Excel, and PowerPoint for presentations and reporting

• Up to 10% travel as needed to customer sites or other RealPage offices and or functions

• Able to work extended hours when required

• Able to sit or stand for frequent periods in the same location with some opportunity to move about

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