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Become A Product Services Manager

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Working As A Product Services Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $37,190

    Average Salary

What Does A Product Services Manager Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become A Product Services Manager

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Product Services Manager jobs

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Product Services Manager Demographics

Gender

Male

61.0%

Female

36.9%

Unknown

2.2%
Ethnicity

White

79.4%

Hispanic or Latino

10.0%

Asian

8.1%

Unknown

2.2%

Black or African American

0.4%
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Languages Spoken

Spanish

35.0%

German

10.0%

Hindi

10.0%

Chinese

5.0%

Turkish

5.0%

Marathi

5.0%

Japanese

5.0%

French

5.0%

Gujarati

5.0%

Persian

5.0%

Russian

5.0%

Italian

5.0%
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Product Services Manager Education

Schools

Georgia State University

10.4%

New York University

9.0%

Indiana State University

7.5%

Pennsylvania State University

6.0%

University of Denver

6.0%

Central New Mexico Community College

6.0%

Southern Illinois University Carbondale

4.5%

University of Utah

4.5%

Rensselaer Polytechnic Institute

4.5%

Harvard University

4.5%

DePaul University

4.5%

University of Houston

4.5%

University of Phoenix

4.5%

Purdue University

4.5%

Southern New Hampshire University

4.5%

Boston College

3.0%

Wayne State University

3.0%

Antonelli College - Jackson

3.0%

University of Nebraska at Omaha

3.0%

Brigham Young University

3.0%
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Majors

Business

35.5%

Computer Science

5.3%

Management

5.3%

Finance

5.3%

Marketing

5.3%

Communication

4.7%

Criminal Justice

4.4%

Electrical Engineering

4.1%

Psychology

4.1%

Engineering And Industrial Management

3.1%

Accounting

3.1%

Mechanical Engineering

2.8%

History

2.5%

Nursing

2.2%

Education

2.2%

English

2.2%

General Studies

1.9%

Early Childhood Education

1.9%

Pharmacy

1.9%

Economics

1.9%
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Degrees

Bachelors

37.7%

Other

23.7%

Masters

21.6%

Associate

9.7%

Certificate

2.9%

Diploma

2.1%

Doctorate

1.6%

License

0.6%
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Part Time
Internship
Temporary

Real Product Services Manager Salaries

Job Title Company Location Start Date Salary
Product Manager, Service Beckman Coulter, Inc. Brea, CA Jul 31, 2014 $155,000
Product Manager-Services Palo Alto Networks, Inc. Santa Clara, CA Oct 27, 2013 $145,000
Product and Services Manager Blackline Group, Inc. Seattle, WA Sep 07, 2014 $143,000
Product Manager, Financial Services Cloud Salesforce.Com Inc. San Francisco, CA Nov 16, 2016 $122,949
New Products and Services Manager Mayo Clinic Rochester, MN Jan 08, 2016 $120,000
Product Manager-Service Videojet Technologies Inc. Wood Dale, IL Jul 18, 2011 $120,000
Product Manager, Services Cloud Salesforce.Com Inc. San Francisco, CA Aug 28, 2016 $118,414
Product Manager IP Services Telstra Incorporated New York, NY Jan 31, 2011 $110,000
Strategic MKT. Manager, Pharmaceutical Services & Products Best Aid Community Pharmacy LLC New York, NY Mar 15, 2016 $108,858
Manager, Service Product Development Riverbed Technology, Inc. Sunnyvale, CA Feb 23, 2015 $106,825 -
$135,000
Manager of CM Product Service Support La Grange Acquisition, L.P. Houston, TX Oct 15, 2014 $106,050
Product Manager-Api/Web Services Mindbody, Inc. San Luis Obispo, CA Dec 02, 2013 $100,000
Manager of CM Product Service Support La Grange Acquisition, L.P. Houston, TX Oct 15, 2011 $100,000
Services Product Manager Fujitsu Network Communications, Inc. Sunnyvale, CA Aug 25, 2016 $92,290 -
$119,160
Manager Product/Service I Baker Hughes Incorporated Sugar Land, TX Mar 06, 2011 $90,607
Product/Service Line Manager Intel Corporation Newport Beach, CA Feb 14, 2014 $90,197 -
$152,800
Product Manager Service Otis Elevator Company Farmington, CT Jun 01, 2012 $83,200 -
$91,035
Product Manager, Credit Products and Services Women's World Banking New York, NY Oct 01, 2010 $82,597 -
$95,000
Product Service Manager Manitowoc MEC, Inc. Las Vegas, NV Jul 19, 2013 $75,700 -
$98,927
Product and Service Development Manager Ocean Way Recording Los Angeles, CA Oct 01, 2010 $74,944

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Top Skills for A Product Services Manager

ProductServiceCustomerServiceProductDeliveryProductLineSafetyServiceDepartmentTechnicalSupportWarrantyClaimsOnlineWebProductDevelopmentCustomerSatisfactionProductSupportOEMISOSalesFloorProductKnowledgeAdditionalCustomerSupportProjectManagement

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Top Product Services Manager Skills

  1. Product Service
  2. Customer Service
  3. Product Delivery
You can check out examples of real life uses of top skills on resumes here:
  • Developed and led global product services organization.
  • Implemented employee recognition program to create a sense of ownership for exemplary customer service.
  • Worked with customers, marketing and product delivery to select enhancements and features.
  • Conducted research and tested all new voice product lines to insure they met with a high standard of reliability and performance.
  • Ensured departments were in compliance with corporate safety guidelines.

Top Product Services Manager Employers

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