Marco Technologies

Lead and optimize remote service operations for copier and printer fleets, ensuring proactive issue resolution and customer satisfaction. | Experience in remote technical support, team leadership, familiarity with copier/printer technology, and proficiency with remote service platforms. | POSITION SUMMARY/OBJECTIVE The Copier Remote Services Manager is responsible for leading and optimizing remote service operations for copier and printer fleets using advanced remote service platforms, including Konica Minolta vCare, HP SDS, Kyocera Fleet Services, and other vendor-specific tools. This role focuses on maximizing remote diagnostics and resolution, reducing on-site service visits, managing firmware and security updates, and driving exceptional customer satisfaction. The manager ensures alignment with corporate strategies, service goals, and continuous improvement initiatives.   ESSENTIAL FUNCTIONS * Lead Remote Service Operations: ▪ Oversee the Remote Services team, ensuring effective use of remote monitoring and diagnostic platforms to proactively identify and resolve issues. ▪ Coach, train, and develop team members on remote troubleshooting best practices and vendor-specific tools. * Firmware & Security Management: ▪ Manage remote firmware updates and security patching for MFPs and standalone printers. ▪ Collaborate with the Print Security Team to monitor vulnerabilities, apply patches promptly, and maintain compliance with security standards. * Escalation & Issue Resolution: ▪ Serve as the first point of escalation for complex remote service issues, involving senior leadership as needed. ▪ Ensure timely and accurate communication with clients regarding issue status and resolution timelines. * Performance Management: ▪ Develop and track performance metrics focused on remote resolution rates, reduced truck rolls, and SLA compliance. ▪ Conduct performance reviews, recommend compensation adjustments, and assist with recruitment and staffing needs. * Process Optimization: ▪ Continuously evaluate and improve remote service workflows, documentation standards, and knowledge base content. ▪ Promote best practices for ticket management and technical solutions to maximize first-call resolution remotely. * Customer Experience: ▪ Drive initiatives that enhance client satisfaction through proactive monitoring, remote fixes, and clear communication. ▪ Conduct follow-up calls and quality checks to ensure service excellence. * Reporting & Communication: ▪ Provide weekly updates to leadership on remote service performance, key projects, and improvement opportunities. ▪ Maintain accurate documentation and comply with administrative procedures, including time entry and reporting. * Other Duties: ▪ Attend required company and departmental meetings. ▪ Perform other related duties as assigned. EDUCATION AND EXPERIENCE ▪ Associate degree and four years of remote support experience; or equivalent combination of education and experience. ▪ Previous experience leading or supervising a technical support team preferred. ▪ Familiarity with copier and printer technology, remote service platforms, and firmware/security management strongly preferred.   REQUIRED SKILLS 1. Strong leadership and team management capabilities. 2. Excellent communication skills, both written and verbal, with a customer-first mindset. 3. Advanced problem-solving and decision-making skills in technical environments. 4. Highly organized with strong attention to detail and ability to maintain accurate service records. 5. Proficiency with Microsoft Office and remote service platforms (e.g., vCare, HP SDS, Kyocera Fleet Services). 6. Knowledge of firmware update processes and security patching best practices. 7. Ability to work collaboratively in a fast-paced, client-focused environment. 8. Independent judgment and initiative to drive continuous improvement. EXPECTED HOURS OF WORK Standard work hours are Monday through Friday, 8:00 AM to 5:00 PM. Hours may vary and include nights, weekends, and holidays as needed.

Design, develop, and implement scalable Power Platform solutions and automate business processes. | Experience with Power Platform, API integration, relational databases, and customer engagement. | As a Microsoft Power Platform Engineer, you will play a pivotal role in delivering innovative solutions to customers within a dynamic technology service provider organization. Leveraging your expertise in Microsoft Power Apps, Power Automate, Power BI and Dataverse, you will design, develop, and implement scalable applications and automated workflows tailored to meet diverse business needs. You will collaborate closely with clients and internal teams to understand requirements, integrate data sources and ensure optimal performance and security of solutions. With a focus on customer success, you will provide technical support, troubleshoot issues and contribute to ongoing enhancements while adhering to best practices and governance standards. ESSENTIAL FUNCTIONS: * Conduct in-depth interviews with senior leadership, managers, and frontline employees to gain a comprehensive understanding of current processes, challenges, and automation potential. * Process mine, analyze, document, and map existing workflows to identify inefficiencies and areas for improvement. * Design new and enhanced workflows that leverage Microsoft Power Automate to drive efficiency, improve accuracy, and reduce manual efforts. * Build workflows to automate business processes. * Integrate data from various sources using Power Platform connectors and Dataverse. * Create custom connectors, APIs, and plugins for extending Power Platform capabilities. * Develop data models and maintain data integrity within solutions. * Identify, analyze, and resolve technical issues within Power Platform solutions. * Provide support for application deployments and ensure system reliability. * Configure security roles, user permissions, and access control in the Power Platform environment. * Customize forms, views, and dashboards according to business needs. * Document processes, solutions, and workflows clearly. * Conduct unit and integration testing of Power Platform solutions. * Stay updated with the latest features, updates, and best practices for Microsoft Power Platform. QUALIFICATIONS: * Bachelor’s degree in Computer Science, Information Technology or related field or equivalent experience. * 4+ years of work experience with a strong portfolio of business processes that have been enhanced or automated using the Microsoft Power Platform. * Relevant Microsoft certifications (e.g., Microsoft Certified: Power Platform Fundamentals) preferred. REQUIRED SKILLS: * Expertise in integrating systems through RESTful APIs and handling JSON data structures. * Strong understanding of database structures and experience working with relational databases. * Excellent communication and interpersonal skills, with a proven track record of leading customer engagements and discovery sessions. * Ability to work independently and manage multiple projects in a fast-paced environment. * Familiarity with the entire Microsoft Power Platform, including Power Apps, Power Automate, Power BI, and Power Virtual Agents. * Experience in project management and agile methodologies. * Knowledge of security best practices for process automation and data handling. Location: This is a remote-eligible position, however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI 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.

Manage and lead the PMO team to ensure client-facing projects are executed on time, on budget, and with high client satisfaction while developing and improving project management methodologies and standards. | Bachelor's degree or equivalent experience, 5+ years technical project management experience, leadership of project managers, knowledge of Agile and Waterfall, strong communication skills, and PMP certification preferred. | The Manager of Project Management Office (PMO) ensures that Marco Service projects are planned, managed, and executed effectively, efficiently, and to client expectations. The PMO oversees all client-facing projects and develops and maintains project management methodologies, standards, and tools. The PMO Manager is responsible for consistent execution of the PMO methodology as to ensure the efficient implementation of sold solutions, while maintaining a high level of client satisfaction. This role is focused on ensuring projects are executed with excellence to meet KPI's of being on-time, on-budget, and High CSAT. It is also focused on defining and improving processes more generally within the team. ESSENTIAL FUNCTIONS: • Manage the assigned PMO team members as follows: • Lead, coach, and train team members. • Develop and implement strategic initiatives for the team. • Be an escalation point of contact to handle issues and involve direct leadership 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, issue disciplinary actions, and make compensation decisions. • Ensure project success is in alignment with Marco's strategic goals. • Set standards for project management capabilities, including certifications and qualifications for Project Managers, success measurement criteria, methodologies, and tools to be used. • Oversee the delegation of client-facing projects to the PMO team. • Collaborate with team members and cross functional groups throughout the organization to manage projects, ensuring they meet the needs of our stakeholders. Includes delegation and oversight of responsibilities to other team members. • Develop and provide weekly project status reporting and status to internal and external stakeholders. • Oversee that PMO staff deliver client-facing projects on time, within scope and on forecasted budget. • Work with PMO staff on mitigating any risks that impact the successful delivery of client-facing projects. • Interface with leadership to define project priorities and implementation opportunities and challenges and keep them up to date with project risks and opportunities. • Ensure centralized project management services are provided, including but not limited to planning, scheduling, estimating, costing, project billing, and risk assessment. • Manage effective and appropriate assignment of team members, and other resources to projects with responsibility for assisting Service Leadership in achieving technical utilization goals. • Perform post project completion reviews to ensure proper process and profitability and communicate as necessary to other stakeholders. • Manage and meet established metrics and team benchmarks. • Manage and assist with the selection of outsources labor vendors. • Ensure standard work documentation is utilized and maintain as needed. • Accurately maintain and comply with documentation and administrative procedures in a timely basis. • 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: • Bachelor's degree, with emphasis in Information Technology and Project Management preferred, or comparable experience. • At least 5 years of practical experience in providing technical project management for complex business process development projects, including project portfolio tracking and full project life cycle facilitation. • Deep understanding of various project management methodologies such as Waterfall and Agile. • Excellent writing skills required: experience capturing, documenting, and illustrating complex functional and technical requirements. • Expertise in leading a project team through the design process with both technical and business partners. • Deep familiarity and comfort with using a range of tools for collaboration, project management, documentation, and illustration. • Experience in strategic planning and development. • Experience in management of individuals who serve as project managers or business analysts on a project team. • Demonstrated ability to collaborate with and influence matrixed project team members and provide coaching and guidance to successfully execute projects in an organization. • Excellent interpersonal skills necessary to develop cooperative working relationships with supervisory personnel, stakeholders, and co-workers. • Demonstrated ability to deliver a high-quality work product in an agile environment. • Project Management Professional (PMP) or similar certification preferred. REQUIRED SKILLS: • Strategic thinking: ability to evaluate risk, connect big picture and details, and make appropriate tradeoffs. • Ability to build strong relationships within team and across key stakeholders. • Communication: demonstrates clear, proactive oral and written communication in relation to both projects and people. • Deep understanding of project management; direct experience managing processes across multiple methodologies. • Demonstrates a commitment to racial equity, diversity, and inclusion. • Demonstrates a strong learning orientation. • Demonstrates successful leadership. Pay Range: $107,701 - $172,322 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. Location: This is a remote-eligible position, however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI Compensation: $107,701 - $172,322 annually