Client Integration Services Supervisor

Marco is a one-stop shop for all things business tech. Our employees are “movers and shakers” and our company is always striving to do what’s right. Does this sound like a culture you want to be a part of? We’re hiring a new team member to help take Marco’s technology further – working full-time, Monday - Friday, 8am-5pm. More about us. We do it all – from copy and print solutions to IT and managed services. We are an organization led by salespeople with 650+ engineers ready to fix any and all issues. We have offices in 12 states and service nationally. Join our growing team. You won’t regret it.The Client Integration Services (CIS) Supervisor is responsible for the supervision and direction of assigned CIS personnel to ensure client expectations and division initiatives are met. The CIS Supervisor is responsible for ensuring execution of project management practices and tools. The position will provide overall team support by managing one of more of the following: the prioritization and monitoring of incoming work orders, field service requests, projects, and ensuring service billing accuracy. This position will provide supervision to CIS, service and project coordination teams and be the first point of contact for escalations.  You will ensure a high level of external client satisfaction, consistency with corporate strategies and processes and achievement of service goals and objectives.

Essential Functions

• Provide daily supervision for the CIS team members, Service Coordination & Project Coordination team members to include:·         Coach and train team members·         Be the first escalation point of contact to handle issues and involve manager as needed·         Monitor team coverage, oversee personal 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 recommendations
• Partner with CIS Integration Services Manager to establish team standard work procedures, policies and guidelines.
• Ensure centralized Project Management services are provided service may include but are not limited to planning; scheduling, estimating; costing; project accounting; risk assessment, etc.
• Assign team members and other resources to projects.
• Oversee CIS, Service Coordination, and Project Coordination team members responsiveness to client calls, emails and correspondence in an appropriate and timely manner and determine problem severity to establish priorities. Ensure prompt communications to clients (internal and external) on status information and estimated resolution times.
• Manage all aspects of assigned dispatch boards to ensure targeted Service team utilization benchmarks and client project/service order target completion dates.
• Manage and meet established metrics and team benchmarks, providing regular reports to CIS leadership regarding the team’s performance.
• Proactively review and monitor all Service and Project boards and email alerts to ensure timely and accurate client follow-up and resolution, proper process and profitability.
• Work closely with Service team for resource scheduling and to resolve disputed items or client concerns.
• Work closely with Purchasing and Inside Sales teams to track product orders for installation. Regularly review open Orders Report and follow up on outstanding items.
• Develop and maintain relationships with internal and external clients.
• Conduct regular team meetings with direct reports.
• Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry.

Licenses & Certifications

• Current PMI or equivalent certification preferred
• Current technical certifications as applicable to Marco suite of products preferred.

Benefits: We’re not just competitive when it comes to business tech – we’re also pretty proud of what we offer our employees. Our benefits include medical, dental, and vision insurance. We also have paid holidays and vacation, 401k with generous company match, flexible spending accounts, employee purchase program, employer-paid life insurance, voluntary-term life insurance, short and long-term disability, critical illness and accident benefits, and pet insurance. Yes, we care about your furry family too.*all benefits are dependent on employment status    To apply (and to learn more about what makes us great), visit: www.marconet.com/careers EEO/AA