National Service Operations Manager

POSITION SUMMARY/OBJECTIVE
The National Service Operations Manager is responsible for leading a team of ITT Service Coordinators and MPS Service Coordinators, In and Out bound ITT Install and ensures the efficient management of national and interterritorial copier sales and service accounts while working directly with PMO to ensure successful implementations and customer role outs. This role requires coordinating contract setups, renewals, billing processes and meter readings along with overseeing the coordination teams to achieve high levels of client satisfaction.

ESSENTIAL FUNCTIONS
▪ Manage the Interterritorial Service Coordinator 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 personal time off approval, make sure back-ups are in place and redistribute work to cover when others are out
o Conduct performance reviews and make compensation decisions o 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 is in alignment with Marco’s strategic goals. Monitors 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, while addressing and resolving any billing questions or concerns from national account customers with exceptional customer service.
▪ Invoice charges accurately and work with dealers and manufactures on pricing and costs.
▪ Correct supply order fulfillment errors by effectively collaborating with dealers.
▪ Review, approve or correct copier sales and service dealers’ invoices for payment, ensuring accuracy and timeliness. Working 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.

QUALIFICATIONS
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
1. Strategic thinking: ability to evaluate risk, connect big picture and details and make appropriate tradeoffs.
2. Ability to build strong relationships within team and across key stakeholders.
3. Demonstrates clear, proactive oral and written communication in relation to both projects and people.
4. Excellent customer service skills, including understanding how to de-escalate, how to soothe and how to deliver the most efficient solution.
5. Function as a good educator who is trustworthy and willing to share information.
6. Excellent analytical and organization skills, including the proven ability to adapt to a dynamic project environment and manage multiple projects.
7. Energetic, forward-thinking and creative.
8. Function collaboratively as part of a fast-paced, client orientated department.
9. Self-starter with the ability to perform with little or no direct supervision.
10. Follow policies and procedures; Complete administrative tasks correctly and on time; Support organization's goals and values.
11. 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.