Manager, Service Assurance

Headquarters•Fairfield, NJ

7d•Onsite

About The Position

When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability and a sense of urgency all while putting knowledge to work to drive change. In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. has been officially certified as a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do and enjoy the people they work with. As a technician, you will be responsible for providing a high level of service to our clients by maintaining optimum performance of their MFP’s and printers. You will complete emergency service calls as well as preventative maintenance calls at the customer’s location. The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.

Requirements

5 years’ experience within the office product industry field service
3+ years’ experience in customer service, project management, account management, or related field
Experience with ServiceNow and/or eAutomate.
Proficiency in MS office and strong computer skills
Excellent time management skills
Must be detailed-oriented
Works well with others in team-oriented environment
Ability to interact with all levels of management

Nice To Haves

Bachelor’s degree in business administration or related field

Responsibilities

Lead day-to-day operational activities related to service calls and toner fulfilment for strategic account customers, ensuring all commitments to clients are met or exceeded.
Oversee the installation and ongoing maintenance of the meter collection software.
Develop, track, and manage Key Performance Indicators (KPIs) to lead and improve the performance of the team.
Ensure all customer interactions are accurately tracked and documented through the ServiceNow portal.
Support Sales team in development and implementation of software solutions.
Supervise team members and assist with technical related issues.
Train personnel on known issues and fixes on Kyocera products as well as the use each system with efficiency and accuracy.
Review system generated reports to determine products covered under contract that are not reported to our data collection agents.
Collaborate with IT to maximize system efficiency and resolve system issues.
Follow up with dealers, sale personnel and end users for technical escalations.
Monitor call in queue to ensure customer calls are being answered timely.