PURPOSE OF BUSINESS

Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive, and they support integration with a broad array of complementary logistics products.

PURPOSE OF THE ROLE

The Manager, Core Imaging Services, is responsible for the day-to-day leadership of the team. This role ensures effective scheduling, workload distribution, and customer support while coaching team members to meet performance and service goals. The Manager plays a hands-on role in driving execution, resolving operational issues, and supporting continuous improvement, ensuring a positive customer experience.

REPORTING MANAGER

Director, Core Imaging Services

RESPONSIBLE FOR

• Team Leadership and Resource Management
• Customer Service and Process Improvement
• Collaboration and Strategic Planning
• Issue Resolution and Strategic Coordination

ESSENTIALS FOR THE ROLE

• Ability to learn internal software and systems.
• Ability to build relationships and work effectively with varying organizational levels.
• Ability to maintain a friendly attitude with customers and employees.
• Ability to communicate technical information effectively.
• Ability to remain calm in stressful situations.
• Strong documentation skills.
• Ability to multitask.
• Ability to de-escalate stressful situations.

KEY ACCOUNTABILITIES

• Oversee daily activities of the Imaging Services team to maximize scheduling and real-time utilization of resources.
• Analyze team data and recommend changes to staffing allocations to drive more effective use of resources.
• Interface with the Management team to ensure smooth coordination of scheduling and collaborative team communication on customer projects.
• Ensure team provides exceptional customer service experiences to our customers.
• Monitor performance of the Imaging Services team members against standards; receive input from other departments; use gathered data to coach/mentor appropriately. Maintain performance records and reports of team members.
• Conduct performance counseling and coaching on a periodic basis; conduct performance reviews and make recommendations for salary changes.
• Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximize employee morale, productivity, and effectiveness.
• Establish and maintain an environment that encourages teamwork and individual efforts and ethical behavior. Lead by example.
• Development of internal employees for business and company-specific knowledge.
• Develop and maintain well-documented, repeatable processes and procedures to ensure consistency and increase the best chance for customer satisfaction.
• Ensure that Imaging Services team members and others adhere to the documented policies and procedures, providing the best customer service possible.
• Enact contingency plans as needed; monitor any issues during escalation and provide direction and guidance during stated issues. Post-resolution includes a post-mortem analysis of problems, providing input and any necessary changes to stated policies and procedures for future process improvements.
• Keep immediate supervisor promptly and fully informed of all problems or unusual matters of significance and take prompt corrective action where necessary or suggest alternative courses of action which may be taken.
• Assist with time entry review and billing review.
• Update and maintain project management tasks and meetings.

EDUCATION / EXPERIENCE

High school degree or equivalent and 9+ years providing customer service and/or technical training and/or support; or Bachelor’s with 5+ years providing customer service and/or technical training and/or support, required. Experience mentoring, coaching, and helping develop peers, preferred. Working knowledge of software and/or transportation industry, preferred.

COMPUTER SKILLS

To perform this job successfully, an individual should have intermediate knowledge of Microsoft Office Suite. Knowledge of McLeod’s DocumentPower, LoadMaster, and PowerBroker, required.

SUPERVISORY RESPONSIBILITIES

Directly supervises eight to twelve non-supervisory employees in the Core Imaging Services department. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

DISCLAIMER

This job description outlines the primary duties of the position but is not intended to be all-inclusive. Employees may be asked to perform other duties as required to support organizational goals. McLeod reserves the right to update or change this description as needed.

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.

The noise level in the work environment is usually quiet.

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.

The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; and talk or hear. The employee is occasionally required to reach with hands and arms.