From Home Magid Jobs (NOW HIRING)

Description
What Matters at Magid? YOU do!
"The number one key to growth is having good people and that's what has driven us at every stage of the game." - Greg Cohen, CEO
At Magid, we're not just passionate about safety-we're passionate about people. As an industry leader, we've built an innovative and collaborative environment where diversity is celebrated, ideas are valued, and personal and professional growth never stops.
Job Summary
Reporting to the Manager of Consignment, the Vending Support Supervisor will oversee the daily operations of the Vending Support Team (4-6 people), ensuring high performance, operational excellence, and exceptional customer experience. In this role, you will coach and develop Vending Support Technicians, oversee ticketing and phone support standards within ZOHO Desk, and serve as an escalation point for highly sensitive or complex service requests. You will also help establish and maintain data and process standards that support accuracy, efficiency, and scalability. Partnering closely with Inventory Solutions and Customer Experience leadership, you will help position Magid to deliver consistent, scalable service while creating customers for life!
Essential Responsibilities:

• Develop, refine, and implement key performance indicators (KPIs) and service level agreements (SLAs) to measure and improve Vending Support team performance.
• Lead, coach, and continuously develop Vending Support team members through training, feedback, and performance management.
• Drive process improvement initiatives by identifying inefficiencies, defining best practices, and partnering with cross-functional teams to standardize processes.
• Partner with the internal Customer Experience (CX) team to develop and execute a strategic plan that aligns with Vending Support workflows.
• Proactively identify and resolve service issues, missed SLAs, or customer satisfaction concerns; collaborate with functional partners to ensure the timely resolution.
• Provide oversight and direction for custom imports, reporting, and SQL-based solutions within the vending database environment to improve operational efficiency and data integrity.
• Maintain accurate vending database licensing to ensure appropriate administrative and machine access.
• Develop and implement PO parts approval and tracking metrics to support effective troubleshooting and inventory accountability.
• Serve as the primary IT liaison for Vending Support systems, including:
  • Ensuring antivirus (AV) standards and compliance through Bitdefender
  • Coordinating report creation, enhancements, and access
  • Overseeing database maintenance, troubleshooting, and system upgrades

Work Schedule: Monday - Thursday onsite; Fridays WFH. Hours: 8:30am - 5pm (preferably).
Requirements

• Bachelor's degree or equivalent related experience
• Minimum three (3) years' experience in a supervisory or leadership role
• Technical customer support, operations management experience preferred
• Technical field service experience preferred-you will be working with Magid's field sales representatives, field service representatives and our customers
• Excellent people leadership/management skills and has ability to influence and drive positive change
• Exceptional customer service skills and ability to manage customer expectations
• Ability to prioritize tasks in a fast-paced environment across various project phases is required.
• Demonstrate strong organization, planning, prioritizing abilities, and attention to detail
• Possess strong computer skills and math aptitude, especially with Microsoft Office Suite
• Excellent problem-solving and communication skills
• Demonstrate MAGID's core values

Work Environment/Physical Requirements:

• Ability to sit for prolonged periods at a desk and working on a computer.
• Must be able to lift up to 15 lbs.
• Ability to travel 10%-20% locally as required to partner with our Field Service team

Magid offers a variety of benefits to our team members including:

• Health, dental, vision, life and disability insurance
• Bonus plan
• 401k retirement plan with company match
• Company provided Profit Sharing
• Participation in Magid Paid Time Off (PTO) Policy
• 9 Paid Holidays