National Service Operations Manager

Position Summary

The National Service Operations Manager leads a team of ITT Service Coordinators and MPS Service Coordinators, overseeing inbound and outbound ITT Install processes, and ensures efficient management of national and interterritorial copier sales and service accounts. Working directly with PMO, the manager guarantees successful implementations and customer rollouts, coordinates contract setups, renewals, billing processes, and meter readings, and oversees the coordination teams to achieve high client satisfaction.

• Manage the Interterritorial Service Coordinator team members by leading, coaching, and training them.
• Develop and implement strategic initiatives for the team.
• Act as an escalation point of contact to handle issues and involve direct leadership as needed.
• Monitor team coverage, approve personal time off, ensure back‑ups are in place, and redistribute work when required.
• Conduct performance reviews and make compensation decisions, monitor staffing and equipment needs.
• Work closely with copier sales and service dealers to ensure seamless national account and interterritorial installations, fostering strong business relationships and teamwork.
• Ensure project success aligns with Marco’s strategic goals; monitor compliance with PMO and company policies and standards.
• Define pricing and contract terms with copier sales and service dealers, ensuring mutually beneficial agreements.
• Oversee the setup and renewal of national account contracts, ensuring prompt and accurate execution.
• Handle ITT & MPS billing processes, including cancellations, returns and equipment pick‑ups, resolving billing questions or concerns with exceptional customer service.
• Invoice charges accurately and work with dealers and manufacturers on pricing and costs.
• Correct supply order fulfillment errors by collaborating effectively with dealers.
• Review, approve or correct copier sales and service dealers’ invoices for payment, ensuring accuracy and timeliness; work with vendors to settle invoice issues and disputes.
• Compile detailed reports for vendors and maintain precise documentation for accountability and transparency.
• Develop and implement strategic initiatives for the Interterritorial and MPS teams, driving continuous improvement and innovation.
• Monitor call screens, workload, and call activity to meet and exceed client expectations.
• Provide performance metrics and reports to the Sr. Director of Field Service Operations, keeping leadership informed and engaged.
• Conduct monthly MORs with Interterritorial coordination teams, ensuring ongoing alignment and communication.
• Stay updated with state‑of‑the‑art technology, equipment and systems to enhance operational capabilities.
• 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

• Bachelor’s degree and 5‑7 years of relevant experience; or equivalent combination of education and experience.

Licenses and Certifications

• Valid Driver’s License, proof of personal insurance and an acceptable driving record.

Required Skills

• Strategic thinking: ability to evaluate risk, connect big picture and details and make appropriate trade‑offs.
• Ability to build strong relationships within team and across key stakeholders.
• Demonstrates clear, proactive oral and written communication in relation to both projects and people.
• Excellent customer service skills, including understanding how to de‑escalate, soothe and deliver the most efficient solution.
• Function as a good educator who is trustworthy and willing to share information.
• Excellent analytical and organizational skills, including the proven ability to adapt to a dynamic project environment and manage multiple projects.
• Energetic, forward‑thinking and creative.
• Function collaboratively as part of a fast‑paced, client‑oriented department.
• Self‑starter with the ability to perform with little or no direct supervision.
• Follow policies and procedures; complete administrative tasks correctly and on time; support organization’s goals and values.
• 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.