# Marshall Main's Manager Readme **Director of Service Design Integrations at Creative Soltuions** # # Motivation for this document The reason for this document is to get to know me a little better in how my brain works, and how I work and make you aware of things that may possibly be a help or challenge our working relationship.   # My role I'm accountable for: - Service program internally - CRC Service Program Internationally - Escalations - Knowledge Base Articles and materials - Documentation for training (SOPs) - Supporting the Post Sales department - RMA Processes - Monitoring Budget and costs I'm Responsible for: - Tool selection, development and implementation relating to Post Sales teams - KCS implementation and training - Training on processes and SOPs - Setting Service standards - Reporting Data to other department heads. - Project Management  - Supporting the Team and our Customers - Removing barriers for you - Supporting you here at work. (make sure you can do your job). - Finding Solutions to problems. - Looking out for the company's being while supporting the Customer to the best of our abilities.  My Role is complicated and I wear a lot of hats.  We have multiple brands and companies that operate differently and have used different tools and staffed their teams differently.  As Service Designer, my job is to find tools, look at processed and workflows and adapt them to be unified (as much as possible) find ways to improve efficacy, and make the agent experience as good as it can be.  This can include software, physical tools, or people (and skills) I am the project manager for these changes.  This is added to my other duties. Primary I am responsible for the POST sales side of the business, more specifically I am focused on Service, but I also assist with technical support.  I deal with escalations and am an SME for the SmallHD brand as I am based in the SmallHD headquarters.   I am focused on internal processes, but also on our customers.  As POST SALES, we are here to support the customers (or partners) as much as we can.  We want to provide the best support we can within the confines of being a successful business.  Sometimes this means we need to tow the company line and sometimes it means we need to support the customer, even if there is a cost to the business.  My job is to help navigate that, remove blockers and assist in making sure that data related to these cases can be passed to the appropriate teams.   My Background has given me skills that can be helpful in working together to find solutions. I am happy to adjust to learning styles as long as learning occurs.   # What do I value most? I value information sharing.  There will be some things that I cant share (i.e. salaries, proposed contracts, etc) but overall, I want you to be aware of what is happening around you and in turn, let me know what things you are struggling with or succeeding at.  There are two reasons for this, one is that it may help you be more successful at your job or help the team be aware of what is going on.  The second is that information is power, it helps us be successful.  I don't know everything you do, and you are the SME in your role, which means when things happen in the company, your input can be valuable to set us up for success.  We should never be afraid to document how we do things or ask questions.   I have always been a big proponent of as long as the work gets done on time, you can do it how you see fit within the confines of the system or workflows.  Your processes are yours to own until they become inept.  When working on tasks or within the role, if you have any issues, you should communicate that. I expect you know how to do your job and if not, you are able to ask for help.  Asking for help is a valuable skill. I value honesty and holding to morals when it comes to owning your successes and failures.  I give credit where credit is due on both fronts.  "Owning your $h!t" is a sign of confidence and shows that you can learn, grow and be humble when the time is needed.  This makes you a valuable team member.  I will always have your back if the fight is just.   Making mistakes allows you to grow, making mistakes continually can cause you to stall.  I want people to grow, get better, and improve.  I do not claim perfection, am willing to try things for a trial period, make changes, and pivot along the way.  Change is a big part of what I drive.  I want to empower the team internally to do the job the best they can, in the most efficient way we can, and at the same time unify the workflows across software and locations as much as we can.   I also value work-life balance.  Work is work time, home is home time, they should remain separate and have dedicated time to each.  When working full-time, I would expect 40-45 hours of work each week.  But I also expect you to take breaks, at least one mental health day a month or 2 days every other month and use at least another week of vacation during the year.  I do not expect you to work on PTO. # My Expectations WORK TIME The hours you are working I expect production to happen, any breaks in that can be communicated as needed. I dont need to know what you are doing every second of the day, but we are a team that works across timezones and sites.  Be sure to communicate when you will be away (PTO, Lunch or going to be late to your normal shift, sick etc).  This helps the team (and myself) know enough information so that when someone says" Why hasn't XXX responded or isn't at their desk?" I can say, "they are currently YYY" because that has been shared.  I shouldn't be left in a position to say: I have no idea.  I do not like to look like a fool. Tied to the above, be on time when asked to or you make a promise to.  Time is the one commodity we can not produce more of, one time is passed, its not recoverable, until the Flux Capacitor comes to the general populace.  So make good use of your time and mine and value it as something that cant be replaced. When in work hours, I expect responses within a day for emails, within an hour or two for slack, and to return phone calls the same day if you didnt pick up during work hours.  Outside work hours, I do not expect/require you to respond on any platform.  If you choose to that is your choice (except in possible circumstances, such as traveling or during Tradeshows that have extended hours).  If Hourly, keep an eye on your time, if you go over the approved OT, you need to notify me, and get approval before going over. TASKS I expect you to be accountable for your tasks and responsibilities.  These will vary by role, but the work must get completed.  I am flexible (as is possible) with shifts and as long as the work gets done. Be sure you hold yourself accountable to find the answer and communicate if issues/blockers arise.  I don't like to micromanage, I expect you can handle your own task management.  Related to the above, it's important to communicate when you are asked a question or updated on the status of a task, it's okay for you to not have an answer right away (I will need to get back to you on that), but that you will need to let me know when you think you will know,  seek out and get one and then report back. Own your work, know how you will work best, and be the most efficient you can be.  If you need help with anything or clarification, then Ask. Be on time (with deliverables and to meetings).  We had a saying back in the day (early is on time, on time is late, and late is left behind).  So don't get left behind. COMMUNICATION If you have a question, need clarification, or want to get input, please let me know/ask/reach out/set a meeting.  Feel free to communicate how you feel comfortable or what you feel is best for the situation (email, office phone, slack, in-person, meeting invite, etc.) Tell me your expectations or what you need from me to help you do your job. Let me know when things aren't working.  I cant help fix a problem if I don't know there is one. If there is an issue you don't feel comfortable talking directly to me about, please seek out someone with whom you do feel comfortable (a fellow manager, my supervisor or HR).  If you have feedback, be sure to share it.  If I ask "Any questions or thoughts?" and you dont share anything, it communicates to me you are all set and have what you need to do the job.  If you have an idea, please feel free to share.  If you need something, ask for it - the answer may be yes, no, or not now/wait, but it can open up a line of communication to find other solutions if possible. # 1:1s & Meetings (Calendar) For the most part, my door is always open.  I keep my calendar public because I feel it's important to share information.  I will schedule 1:1s as needed, but that doesn't mean you can't set a meeting to chat.  In-person or via zoom (since we do operate remotely/across campuses) - meets can be the best way to work through a problem.  I also have always said I am happy to sit down once a month or regular basis to just chat.  Meetings need to have an agenda, or purpose, even if the purpose is to talk about movies for 20 minutes.  I have had employees set up monthly recurring meetings to just chat for a half-hour. I like to keep people informed and will add people as "optional" to meetings when I think they might want to be aware of (info) or could be of use on the subject matter.  If I invite you and it's not optional, I am communicating that I feel you should be part of that discussion.  If you are unavailable, that's fine, just mark decline or ask someone else to maybe represent you/ add them as an invite (and notify them).  And if you have a better time or need to reschedule due to a conflict, use the suggest a different time option or contact me directly.  I will do my best to respect your time. Keep your calendar up to date.  Put meetings and or events on there and add to the appropriate calendars (i.e. PTO) as needed.  Mine should always be current. (some Meetings may run over). There will be meetings for my direct reports related to reviews (which currently are annual).  The information presented in these meetings should not be anything new, as we should be meeting and talking through the year's past successes and things we want to work on improving and accomplishing moving forward. # Personality quirks Myers Brigs: [Logistician](https://www.16personalities.com/istj-personality) ISTJ-A [DISC](https://www.123test.com/disc-personality-test/id=fNNGD1MNN9BBO0B&version=): DNA [WorkingGenius](https://www.workinggenius.com/): DT EG IW I am a very simple, direct approach type person.  I do not usually sugarcoat things, it's best to be simple and straight. forward to address a problem, this way there is no confusion and we can get to the solution promptly. Some interpret this as a lack of empathy. I also like to communicate by addressing people directly (using names), it feels more personable in written communications like email. At the same time, I usually don't mess with pleasantries or small talk, I jump to the point so that we can get on with it.  Going to Virtual meetings, I have my camera on so people can see me and that I am engaged, I expect the same from my team (if possible - video camera may not be accessible at time of call). I have a sense of humor and like to laugh but I am also dedicated to completing tasks and getting the workday complete. Again, part of what makes work (or life fun) is to laugh, sometimes you gotta laugh to keep from crying. I do have minor Dyslexia/typoglycemia, which means that many times I do not catch when I have used the wrong word, like form and from.  I do work hard to try to proofread things, but between autocorrect and the speed of Slack-type communications, may times you will either need to read between the lines or ask for clarification;  I will not be offended. # Where to focus on your first 90 days? Training will depend on your role, we will use SOPs, and training materials, which may be real-world work. I will try to support your comfort level when it comes to workload and time to task completion during this time within reason. You will be expected to perform all the tasks and duties assigned to you, following the information in this entire brief will help you be successful.  Communicating challenges or hurdles will be a way to help you be sure you are able to be comfortable getting work done. You will know if you are succeeding if tasks are being closed and if you are confident you are learning and know where to get help.