AV Service Supervisor bei Marco Technologies, LLC

The Audio-Visual Supervisor is responsible for the supervision and direction of assigned service personnel to meet corporate initiatives and objectives for profitability. The AV Supervisor must ensure a high level of external customer satisfaction, consistency with processes, and achievement of service goals and objectives.

ESSENTIAL FUNCTIONS:

• Provide daily supervision for the assigned Audio-Visual service team members to include:
  • Coach and train team members.
  • Be the first escalation point of contact to handle issues and involve direct manager as needed.
  • Monitor team coverage, oversee personnel 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.
• Guide AV Leads and technicians with hands-on support ensuring efficient project execution, troubleshooting, and skill development.
• Conduct onsite Customer Satisfaction Surveys, related to project communication effectiveness, project timeliness, and resource utilization.
• Oversee compliance tasks such as Avixa account and specific state contractor license management.
• Collaborate with the Resource Manager to review and approve weekly time sheets of subcontractor resources, validating accuracy, proper entries and resource allocation.
• Manage standard inventory of van stock of parts & tools, as well as warehouse inventory to ensure proper inventory for projects.
• Monitor ConnectWise service tickets/service boards, in conjunction with other service leadership to ensure timely and accurate follow-up and resolution.
• Organize and facilitate training on ConnectWise for assigned service personnel.
• Maintain accurate records of discussions or correspondence with customers.
• Interface with manufacturers as needed for issue escalation.
• Establish and improve team standard work procedures, policies, and guidelines.
• Manage and meet established metrics and team benchmarks, providing regular reports to direct manager regarding the team’s performance.
• Stay up to date with relevant state-of-the-art technology, equipment, and/or systems.
• Participate in the duty manager afterhours on call rotation.
• Accurately maintain and comply with documentation and service procedures on a timely basis to include time entry process.
• Conduct regular team meetings with direct reports.
• Attend the 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:

• Bachelor’s Degree and 4 years of experience or equivalent experience.
• Experience with and understanding of Audio-Visual equipment and programs example (DSP programs, Crestron, Extron).
• Proficiency with business collaboration tools such as MS Office applications, Outlook, Excel, and company and client specific programs.

REQUIRED SKILLS:

• Communication – Must possess 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.
• Commitment – See that a project or task is completed from start to finish. Demonstrate thoroughness.
• Initiative – Be a self-starter. Don’t wait to be told what to do when you see a problem, however if you can’t resolve it yourself, use resources to find someone who can.
• Confidence – Be assured of your own ability but know when you may need assistance.
• Flexibility – Adapt to changes in the work environment. Change approach or method to best fit the situation.
• Teamwork – Contribute to a positive team spirit by working with others on a combined task. Make contributions to the task and share the responsibility of the outcome. Exhibit objectivity and openness to others’ views and welcome feedback.
• Time Management – Your ability to prioritize several tasks and keep them running simultaneously (multitasking). Be able to recognize and respond to changing priorities in order to meet deadlines.
• Enthusiasm – You need to be able to not only motivate yourself but motivate others as well.

Pay Range: $73,006 - $113,159 annually
The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers.