Field Operations Manager

Overview

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 must ensure a high level of external client satisfaction and achievement of Service, Install and Shred goals and objectives.

• 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, ensure 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.
• Monitor direct reports’ call screens, workload, and call activity to meet and exceed client 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.
• 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.

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 notify appropriate person with an alternate plan.