Supervisor (Full-time Customer Service - Cincinnati, OH, United States - Modern Office Methods

Description

ESSENTIAL FUNCTIONS
Summary of Major Goals and Responsibilities:

• Ensure systems and processes are documented and optimized through product improvements and operational efficiencies
• Carry the responsibility for effectively forecasting the business installation completion and related training
• Partner with the Director of Business Technologies, Customer Services team and Help Desk to resolve problems and ensure customer satisfaction
• Understand customer requirements through the Solutions Analyst design
• Transition recommended enabler-based software solutions to the post-sales team
• Understand customer requirements for support services; recommend and deliver billable services as appropriate
• Provide ongoing fee-based post-implementation support as required
• Assist in pre-sales activity when necessary

Supervisory Responsibilities:

These responsibilities are listed in order of importance and are vital to the success of the Professional Services Group Supervisor.

• Project Management and

Communication Responsibilities:

• Document project management updates in the PSA (Zoho) and communicate to all team members involved in the sale
• Training of MOM employees, as necessary, on the utilization of Zoho
• Meet with clients in advance of the project to establish a timeline and expectations, confirm resource availability, identify the correct contacts at the correct levels per our software guidance document, confirm resource availability and clarify communication protocol
• Immediately escalate any related concerns to the Director of Business Technologies
• Develop clear plan and protocols for the project delivery, based on the Scope of Work and maintain the status in Zoho
• Perform and assign tasks to the appropriate team members and ensure that we accomplish delivery on set dates
• Lead and/or coach the engineers to follow the best practices established in the software guidance document
• Hold the engineers to accountable deadlines, timelines, client facing communication & project documentation
• Make sure direct reports keep a shared and accurate calendar of appointments so tickets can be distributed appropriately
• Record any changes on a change order form and enter into the system.
• Hold vendors accountable for project deliverables when vendor participation needs to occur
• Scope of

Work Responsibilities:

• Conduct the discovery, including any relative partners and provide a detailed Scope of Work that accomplishes the client's objectives, the SME's objectives and recommends the adequate number of hours to accomplish the necessary tasks
• Approve all Scopes of Work turned into Order Processing before order is processed
• Sign off on all SOWs before they are presented to the customer
• Create any add/change forms after initial Scope of Work is approved and installed, communicating any changes and client concerns to the MOM Order Processing team
• Trigger installation and training and create a timeline with the client and partners/installers once an order has been processed
• Keep detailed notes of the project-related meetings with clients, as well as meticulous records of installations and licensing information
• Help track billable time and other revenue through Zoho by assisting in the sales process, as well as selling Professional Services after the completion of the install
• Develop standard Scopes of Work for MOM products and adjust accordingly
• Support &

Ticket Distribution Responsibilities:

• Use Zoho to monitor outstanding projects and support tickets opened by MOM's Help Desk
• Track and monitor tickets submitted by MOM clients; properly escalate internally and open tickets with our distributors when appropriate
• Record hours, emails and pertinent information, and ensure team members do the same, for future reference
• Coordinate/escalate any onsite support as needed with MOM vCIO, SME Help Desk, and Engineers; see through and help triage every ticket
• Ensure tickets for vendor support are opened and maintained to ensure client satisfaction
• Escalate to the Director of Business Technologies that day, if a ticket exceeds the acceptable time frame
• Verify via Zoho what is billable/covered and work with MOM's contracts department to ensure contract expirations are being managed in the quarterly business reviews conducted by the Director of Business Technologies
• Provide detailed examples of any issues or concerns
• Effectively manage billable time that is ticketed in Zoho to ensure accurate reporting workload forecasting
• Training Responsibilities:
• Track and monitor team member certifications and training updates to ensure sufficient training to effectively service and support any MOM product - including, but not limited to SME, ITSG Level 1 Help Desk, and Level 1 Engineers
• Internal IT Responsibilities:
• Assist in internal IT support and installation when required (ie. Demo Room Server/Applications)
• Diagnose and resolve application, software, hardware and connectivity problems requiring on-site support from technical operations
• Ensure systems and processes are documented and optimized through product improvements and operational efficiencies, bringing it to MOM's attention if a process is needing to be reviewed and/or changed before making any changes
• Reporting Responsibilities:
• Weekly reports covering tickets, upcoming installations and current projects.
• Quarterly reports of Professional Service hours confirmed by the engineers by the 5th of the month following the previous quarter so bonuses can be paid

COMPETENCIES
A successful Professional Services Group Supervisor will:

• Possess excellent organizational and time management skills, including assigning and directing work to others
• Carry out all tasks ethically, legally and professionally
• Possess the ability to handle customer frustration and to overcome potential customers' objections in order to resolve problems
• Display a positive attitude and not let personal issues interfere with job performance
• Turn in paperwork in a timely fashion
• Possess the ability to work well with all types of people and consult with clients to bring additional value
• Be energetic and promote the philosophy of Modern Office Methods to all clients
• Maintain a professional appearance
• Be available for meetings at the convenience of the client

SUPERVISORY RESPONSIBILITY
The Professional Services Group Supervisor can expect to primarily interact with:

• Internal - Director of Business Technologies, Sales Managers, Service Managers
• External - Owners, Chief Executive Officers, Chief Financial Officers, Chief Information Officers, Vice President's, Controllers, I.T. Directors or Managers, Purchasing Agents, Office Managers, and all other individuals with decision making power for copying and printing systems.

The following people will report directly to the

Professional Services Group Supervisor:

• Solutions Specialists
• Digital Support Engineers (DSE)

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently exposed to outside weather conditions. The employee is occasionally exposed to wet and/or humid conditions and moving mechanical parts. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand and walk.

The employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

POSITION TYPE & EXPECTED HOURS OF WORK
This position is full-time and exempt.

TRAVEL
Minimal travel is expected for this position.
REQUIRED EDUCATION & EXPERIENCE

• College degree (computer science, information systems, engineering) or equivalent experience in a related field preferred
• Minimum of 3 years of related work experience, including a demonstrated track record of success in technical sales support and/or industry related experience, 5 years preferred
• Proficiency in MS Office Suite required
• MCSE, MCP, CDIA+ certifications preferred
• Knowledge in network security, IT auditing, and regulatory compliance
• Working knowledge of the technical and political structures of a large enterprise IT operation

ADDITIONAL ELIGIBILITY QUALIFICATIONS

• Must keep a valid automobile insurance certificate on file with the MOM accounting department at all times.
• Must furnish and use a vehicle suitable for completion of the job, as determined by Modern Office Methods, and be in compliance with all terms of the compensation plan

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities and activities may change at any time with or without notice.

EQUAL OPPORTUNITY EMPLOYER

Modern Office Methods provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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