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 are passionate about keeping workers safe and proud of the innovative and collaborative environment we’ve created where diversity is celebrated, and growth never stops.

As the Supervisor of Vending Support, you will assist in the development and training of technicians while providing guidance and a point of escalation for troublesome tickets and requests; and you will manage highly sensitive or complicated requests as needed. You will oversee ticket and phone queue standards as well as determine and maintain database standards while working with other parties to keep the database performing optimally. You will serve as the primary contact between Magid IT and inventory solutions for any backend issues and troubleshooting

Responsibilities:

• Develop and implement key performance indicators (KPIs) and service level agreements (SLAs) for the VendSupport team.
• Identify and develop strong contributors with a focus on progression through tiered levels of support.
• Develop and carry out process improvement initiatives and collaborate with functional areas to identify best practices and process standardization.
• Partner with the internal CX team to build a strategic plan to facilitate collaboration between VendSupport and other ticket systems.
• Timely identification, escalation, analysis, visibility, and resolution of Service issues, Support, missed SLAs, or customer satisfaction. Collaborate with other functional areas to leverage resources and resolve issues.
• Create, manage, and update the inventory solutions team's resource library of guides and videos.
• Identify and create custom imports and SQL scripts related to the CM environment to improve VendSupport's efficiency.
• IT Liaison
• • AV standardization through Bitdefender.
  • Report creation & addition.
  • Database maintenance, troubleshooting, and upgrades.
• Maintain accurate licensing numbers for CM Client to allow admin access, AdvantageWeb access, and ATR access.
• Develop and implement PO parts approval and tracking metrics to aid in troubleshooting

• Minimum three (3) years experience in a supervisory or leadership role
• Field Service experience preferred
• High school diploma or equivalent related experience
• Excellent 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
• Ability to sit at a desk, working on a computer for prolonged periods of time
• Ability to travel 10-20% as needed

Magid Glove & Safety is a leading manufacturer, distributor, and importer of hand protection and safety products, e.g,.work gloves, fall protection, reusable and disposable respirators. We are an innovative, growing, and privately held business, that has been delivering safety solutions to thousands of companies since 1946.

Magid is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.