What are the responsibilities and job description for the Manager of Field Service Operations position at Marco Technologies?
Position Summary/Objective
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.
Essential Functions
▪ Manage the assigned Copier Service, Install and Shred team members as follows:
▪ 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.
Qualifications
Education and Experience
▪ Associate’s Degree and 4 years of experience or equivalent experience.
▪ Previous Supervisory And Trainer Experience Preferred.
▪ Sharp, Canon, HP and/or Konica direct service experience preferred.
Licenses and Certifications
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.
Essential Functions
▪ Manage the assigned Copier Service, Install and Shred team members as follows:
- Lead, coach, and train team members.
- Develop and implement strategic initiatives for team.
- Be an escalation point of contact to handle issues and involve direct leadership as needed.
- Monitor team coverage, oversee personnel time off approval, make sure back-ups are in place and redistribute work to cover when others are out.
- Monitor staffing and equipment needs.
- Conduct performance reviews and make compensation decisions.
▪ 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.
Qualifications
Education and Experience
▪ Associate’s Degree and 4 years of experience or equivalent experience.
▪ Previous Supervisory And Trainer Experience Preferred.
▪ Sharp, Canon, HP and/or Konica direct service experience preferred.
Licenses and Certifications
- 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.
