Copier Support Desk - Remote Service Platform Manager

Marco Technologies

22h • Remote

About The Position

The Copier Remote Services Manager is responsible for leading and optimizing remote service operations for copier and printer fleets using advanced remote service platforms, including Konica Minolta vCare, HP SDS, Kyocera Fleet Services, and other vendor-specific tools. This role focuses on maximizing remote diagnostics and resolution, reducing on-site service visits, managing firmware and security updates, and driving exceptional customer satisfaction. The manager ensures alignment with corporate strategies, service goals, and continuous improvement initiatives.

Requirements

• Strong leadership and team management capabilities.
• Excellent communication skills, both written and verbal, with a customer-first mindset.
• Advanced problem-solving and decision-making skills in technical environments.
• Highly organized with strong attention to detail and ability to maintain accurate service records.
• Proficiency with Microsoft Office and remote service platforms (e.g., vCare, HP SDS, Kyocera Fleet Services).
• Knowledge of firmware update processes and security patching best practices.
• Ability to work collaboratively in a fast-paced, client-focused environment.
• Independent judgment and initiative to drive continuous improvement.
• Associate degree and four years of remote support experience; or equivalent combination of education and experience.

Nice To Haves

• Previous experience leading or supervising a technical support team preferred.
• Familiarity with copier and printer technology, remote service platforms, and firmware/security management strongly preferred.

Responsibilities

• Lead Remote Service Operations: Oversee the Remote Services team, ensuring effective use of remote monitoring and diagnostic platforms to proactively identify and resolve issues. Coach, train, and develop team members on remote troubleshooting best practices and vendor-specific tools.
• Firmware & Security Management: Manage remote firmware updates and security patching for MFPs and standalone printers. Collaborate with the Print Security Team to monitor vulnerabilities, apply patches promptly, and maintain compliance with security standards.
• Escalation & Issue Resolution: Serve as the first point of escalation for complex remote service issues, involving senior leadership as needed. Ensure timely and accurate communication with clients regarding issue status and resolution timelines.
• Performance Management: Develop and track performance metrics focused on remote resolution rates, reduced truck rolls, and SLA compliance. Conduct performance reviews, recommend compensation adjustments, and assist with recruitment and staffing needs.
• Process Optimization: Continuously evaluate and improve remote service workflows, documentation standards, and knowledge base content. Promote best practices for ticket management and technical solutions to maximize first-call resolution remotely.
• Customer Experience: Drive initiatives that enhance client satisfaction through proactive monitoring, remote fixes, and clear communication. Conduct follow-up calls and quality checks to ensure service excellence.
• Reporting & Communication: Provide weekly updates to leadership on remote service performance, key projects, and improvement opportunities. Maintain accurate documentation and comply with administrative procedures, including time entry and reporting.
• Other Duties: Attend required company and departmental meetings. Perform other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees