Branch Service Manager (Concord)

Konica Minolta Business Solutions, U.S.A., Inc.•Vaughan, ON

10d•Onsite

About The Position

This posting reflects an existing vacancy that we are actively recruiting for. The role involves managing, mentoring, and coaching a team of customer-focused professionals, improving service process efficiencies, and enhancing the KMBS Customer experience. Konica Minolta Business Solutions (Konica Minolta) has a history spanning over 150 years, with a vision to innovate and support clients' digital transformation through its Intelligent Connected Workplace portfolio. The company offers IT Services, intelligent information management, video security solutions, managed print services, office technology, and industrial and commercial print solutions. Konica Minolta is celebrating 20 years in production print and 20 years of its bizhub brand in 2025, recognized for revolutionizing office technology and continuously evolving to meet modern workplace needs. The company has received numerous accolades, including being ranked on Forbes' America's Best Large Employers list and recognized for customer loyalty and product excellence. Konica Minolta operates on a North American Shared Services model, aligning cross-border priorities and enhancing delivery to its field organization by combining service functions in the U.S. and Canada to support various departments.

Requirements

A college diploma in technical or related field
Minimum 5 years previous experience as Service Team Leader
Good communication and presentation skills
Ability to lead and motivate
Ability to accommodate shift hours
A creative and strategic thinker; able to manage long‐ and short‐term initiatives concurrently
A team player with a proven problem solving ability, time management and prioritization skills
Detail oriented, possessing strong analytical skills and the ability to work self‐managed and collaboratively as part of a team
Able to excel in a changing environment
Competency with MS Office suite
Own vehicle with a valid driver’s license

Nice To Haves

Bilingual (English/French) is preferred

Responsibilities

Manage, mentor and coach a team of Customer focused professionals
Responsible for reviewing quality and quantity of Service productivity
Ensure the training is requested and attended by all relevant staff
Review and coach all Service staff on CIP’s
Communicate and encourage growth and career planning
Analyze service processes to improve efficiencies and promote cost reduction
Participate and encourage Sales/Service meetings
Monitor progress and promote field focus and adherence in cost saving modifications
Responsible for reviewing Service Level Agreements for Branch compliance
Respond in person immediately to all Customer concerns that require managerial intervention
Ensure all Customers receive an ETA call prior to site visit
Be proactive in customer care by weekly team customer reviews
Achieve goal of 88% 1st call fix ratio for team
Support and participate in Lead program initiative
Ensure that all Customers receive a visit by a technician at least twice per year
Participate in Client visits on a monthly basis to promote customer relationship and retention