Manager of Field Service Operations

Marco Technologies

17h

About The Position

The Manager of Field Service Operations is responsible for leading, managing and supporting a team of Copier Service, Install and Shred Technicians (if applicable) responsible for timely, high quality and cost-effective product service to our clients. The Manager of Field Service Operations must ensure a high level of external client satisfaction and achievement of Service, Install and Shred goals and objectives.

Requirements

Associate’s Degree and 4+ years of experience or equivalent experience.
Valid Driver’s License, proof of personal insurance and an acceptable driving record.
Proficiency with business collaboration tools such as MS Office applications, Outlook and company and client specific programs.
Demonstrates attention to detail.
Superior communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relations among all levels of an organization.
Strong ability to exercise independent judgment.
Identify and resolve problems in a timely manner; Gather and analyzes information skillfully; Work well in group problem solving situations.
Balance team and individual responsibilities; Exhibit objectivity and openness to others' views; Give and welcome feedback; Contribute to building a positive team spirit; Put success of team above own interests; Able to build morale and group commitments to goals and objectives; Support everyone's efforts to succeed.
Cost Conscious - Conserve organizational resources.
Treat people with respect; Work with integrity and ethically; Uphold organizational values.
Follow policies and procedures; Complete administrative tasks correctly and on time; Support organization's goals and values.
Demonstrate accuracy and thoroughness; Look for ways to improve and promote quality; Apply feedback to improve performance; Monitor own work to ensure quality.
Meet productivity standards; Complete work in timely manner; Strive to increase productivity; Work quickly.
Observe safety and security procedures; Report potentially unsafe conditions; Use equipment and materials properly.
Adapt to changes in the work environment; Change approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Follow instructions, respond to management direction; Take responsibility for own actions; Commit to long hours of work when necessary to reach goals; Complete tasks on time or notifies appropriate person with an alternate plan.

Nice To Haves

Previous supervisory and trainer experience preferred.
Sharp, Canon, HP and/or Konica direct service experience preferred.

Responsibilities

Manage the assigned Copier Service, Install and Shred team members as follows: o Lead, coach, and train team members. o Develop and implement strategic initiatives for team. o Be an escalation point of contact to handle issues and involve direct leadership as needed. o Monitor team coverage, oversee personnel time off approval, make sure back-ups are in place and redistribute work to cover when others are out. o Monitor staffing and equipment needs. o Conduct performance reviews and make compensation decisions.
Monitor direct reports’ call screens, workload, and call activity to meet and exceed our client’s expectations.
Manage and meet established metrics and team benchmarks.
Provide weekly metrics and reports to the Director of Field Service Operations regarding the team’s performance.
Conduct monthly MORs with Service Technicians including random vehicle inspections for direct reports to ensure proper inventory, service manuals and general vehicle maintenance.
Be accessible on Marco provided cell phones for after-hours and weekend emergency calls.
Stay up to date with relevant state-of-the-art technology, equipment, and/or systems.
Always represent Marco in a professional manner by maintaining a professional appearance and adhering to the Marco field service dress code.
Accurately maintain and comply with documentation and service procedures in a timely basis to include time entry process.
Attend required company and departmental meetings.
Act in accordance with Marco policies and procedures as set forth in the Employee Handbook.
Perform other related duties as assigned.