Field Service Manager

Konica Minolta Business Solutions, U.S.A., Inc.•Lebanon, NH

About The Position

The goal of the Field Service Manager’s position is to provide day-to-day leadership to his/her service team. This person will work closely with the Vice President of Service to balance team and individual responsibilities while achieving high team morale.

Requirements

High school diploma or general education degree (GED); or six to twelve months related experience and/or training; or equivalent combination of education and experience.
Demonstrates excellent customer service skills
Ability to clearly communicate with others
Knowledge, Skills, and Abilities: Problem Solving: Resolves problems in a timely manner; gathers and analyzes information skillfully; doesn’t stop at the first answer, investigates the issue thoroughly.
Knowledge, Skills, and Abilities: Customer Focus: Acts with customers in mind; dedicated to meeting internal and external customer expectations.
Knowledge, Skills, and Abilities: Communication: Listens to the needs of each customer (“A customer is anyone who asks of you”) and clearly shares their needs with the appropriate group.
Knowledge, Skills, and Abilities: Teamwork: Balances team and individual responsibilities; gives and welcomes constructive feedback; contributes to the group with a positive attitude.
Knowledge, Skills, and Abilities: Organizational Support: Completes tasks accurately and on time; follows guidelines of policy and procedure.
Knowledge, Skills, and Abilities: Quality: Demonstrates accuracy and thoroughness with tasks; looks for ways to improve our processes always focusing on quality; Applies feedback to improve performance.
Knowledge, Skills, and Abilities: Attendance/Punctuality: Is consistently at work and on time; ensures responsibilities are covered when absent.
Knowledge, Skills, and Abilities: Composure: Maintains focus when handling difficult or challenging customers; handles pressure and stress maturely.
Knowledge, Skills, and Abilities: Computer Skills: To perform this job successfully, the candidate should have a strong working knowledge of the Microsoft Suite. (Word, Excel and Internet Explorer). This role will need to learn aspects of the company’s line of business application.

Nice To Haves

Industry experience desirable on the following: Multi-Functional Document Output Products
Industry experience desirable on the following: LaserJet Printers

Responsibilities

Coordinate delivery of equipment maintenance and connectivity services to clients in a geographic area through an assigned team of field service technicians.
Achieve established team performance standards for service excellence and productivity.
Meet the service requirements of a changing machine population, recommend staffing changes.
Perform and/or coordinate field training and development.
Perform and/or coordinate equipment field service and technical support as required.
Maintain and develop personal technical skills.
Work with the Director of Operations to coordinate development plans for new hires and existing employees.
Monitor, track and communicate the daily/weekly/monthly personal/team goals.
Proactively manage technician call volume to ensure that our field service team is meeting our guaranteed response times and meeting first call effectiveness and recall metrics.
Effectively handle and resolve client complaints following our established call escalation process.
Willing to be measured and to measure the performance of the team.
This position will be directly responsible for 5-6 field employees within the service department. Responsibilities to include recruiting, interviewing, hiring, training, developing and technically supporting employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems both within the team or with clients within the assigned territory base.