Technical Service Manager Resume Samples

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Technical Service Managers coordinate the activity of information technology staff in an organization. Essential duties highlighted on a Technical Service Manager example resume are implementing company goals, finding ways to improve strategies, assigning tasks to team members, conducting capacity planning, scheduling maintenance work, and maintaining technical documentation. A well-written resume for this role should focus on skills such as technical expertise, leadership, analytical thinking, computer proficiency, decision making, quality focus, and negotiation. Eligible candidates hold at least a Bachelor’s Degree in information technology.

1

Customer / Technical Service Manager

  • Managed and directed staff of 7 direct and 62 indirect reports; including assignments, attendance, and disciplines.
  • Led diverse cross-functional teams in the fulfillment of corporate productivity, quality, and bottom-line objectives.
  • Managed and facilitated all employee training and performance reviews.
  • Interfaced directly with cross-functional departments of the Medical Division.
  • Directed monthly meetings with office staff related to product/company information, industry news, etc.
  • Resolved all escalated customer issues quickly and effectively to the satisfaction of both customer and company.
  • Coordinated the development and launching of new service programs which reduced customer equipment turnaround time over 40%
  • Led the launching of 9 new service products, increasing revenue and customer base
Candidate Info
21
years in
workforce
3
years
at this job
AS
Associate of Science
2

Technical Service Manager

  • Effectively planned and orchestrated all operations of the Technical Services and Support Department to ensure that customers consistently received high quality service and support.
  • Managed and worked alongside technicians in a hands-on leadership role.
  • Acted as escalation point for troubleshooting advanced computer systems issues and for resolving complex or urgent customer service incidents while maintaining high levels of customer satisfaction.
  • Analyzed department workflows and procedures, developed and implemented policies and best practices to streamline processes increasing team productivity by 50%.
  • Developed, implemented, and oversaw policies and standard operating procedures to ensure a consistent approach to service and to promote consistent, timely, and quality customer support.
  • Performed and oversaw hardware and software troubleshooting, maintenance, repairs, and upgrades on Windows based servers, laptops, and desktops.
  • Planned daily activities and operations of the service and support staff. Communicated job expectations, performance goals, and priorities to the team.
  • Reviewed service incident reports to identify common failure trends. Interfaced with other departments, vendors and customers to develop timely and cost effective solutions.
  • Trained employees on technical support procedures, proper communication, and incident tracking policies. Wrote and delivered annual performance goals and reviews.
  • Maintained accurate and complete records regarding incidents, status, and resolutions. Followed up with customers to confirm proper resolution and satisfaction.
Candidate Info
15
years in
workforce
12
years
at this job
AA
Mathematics
BFA
Fine Arts
3

Technical Service Manager

Represent the suppliers for the following brands to the Israeli market: Shimano/Pro, Cannondale bicycles, Tacx trainers, Cycle ops/PowerTap, GoPro cameras

  • Responsible for all technical support of products from the above suppliers including training sales and repair personnel, repairing faulty equipment, end-user and distributor customer support, technical support for sales, product testing, evaluation and QC; special focus on Shimano including annual QC manager meetings, weekly/monthly reports to Shimano Europe
  • Technical and administrative liaison to above suppliers including processing warranty claims, investigating customer claims, transfer equipment between supplier and distribution channels
  • Consulting company management regarding product recommendations, inventory, marketing and technical support
  • Defined and created current position prior to its existence
  • Established country-wide service labs, supporting 350 stores nation-wide
  • Shimano Europe E-Learning Administrator for Israeli Market
  • Technical support for riders at bicycle Events and Races, supporting an average of 8 events per year over the past 7 years, averaging more than 400 riders per event, up to 30,000 riders in a single event
Candidate Info
28
years in
workforce
10
years
at this job
C
Certificate
4

IT Technical Service Manager

  • PCI Compliancy. Making sure all PA-DSS installations are done according to the PCI-DSS requirements.
  • Coordinate and manage new Point-of Sale programming, installation and support.
  • In charge of R&D for new hardware solutions.
  • Manage Field Service Technicians.
  • Advising customers concerning equipment operation, maintenance, or programming.
  • On-site/Remote Point-of-Sale system support.
  • Reassembling machines after making repairs or replacing parts
  • Hardware support. (Touch screens, magnetic card readers, printers, scales, various components).
  • Responsible for the POS upkeep of many high volume restaurants (Burger King, Ihop, Sheraton, Grandover Resort, Zaxbys ) and hundreds of local owned stores.
  • Responsible for implementing recovery solutions that will minimize the customer's downtime.
Candidate Info
17
years in
workforce
8
years
at this job
BA
Computer User Support

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