Manager, Service

Headquarters•Pennsauken, NJ

17d•$64,000 - $113,000

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 the Service Manager you will provide the highest level of customer and employee management, utilizing refined technical, administrative, and communication skills. Responsible for the installation, maintenance, and support of all systems assigned to the service department. Provide for technical assistance, training, and developmental opportunities of assigned personnel. Fulfill all administrative responsibilities and adhere to policies and procedures. Display refined customer management skills to maximize customer satisfaction. Exercise personnel management skills to enhance employee satisfaction. 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 – 7 years of prior field experience in business technology industry.
Excellent interpersonal skills for interaction with management, customers and staff.
Ability to lead, manage and motivate.
Formal training of at least 10 current models (any manufacturer).
Minimum training 2 current KDA or other manufacturer’s on-line apps or “connectivity” courses.
Valid driver's license with an excellent driving record.
Reliable means of transportation.
Proficient with Microsoft office applications.
Physical requirements: ability to bend, lift 50 pounds.

Nice To Haves

A+ and/or Net+ certification or equivalent industry experience.

Responsibilities

Represent the organization in a business-like manner in conduct and appearance to maximize both customer and employee satisfaction.
Responsible for the training, skill development and performance management of assigned personnel.
Analyze customer and employee concerns quickly and timely. Establish appropriate course of action, set specific goals and follow-up checkpoints.
Provide escalated technical assistance to technicians and customers. Responsible for overall performance of field equipment in your territory
Coordinate and accompany necessary appointments with regional technical representatives
Exercise refined territory and time management techniques to meet daily workload scheduling within assigned territory. Ensure timely resolution of all customer requested maintenance and other service activity.
Develop and maintain proper inventory levels of assigned personnel to maximize customer satisfaction and profitability.
Responsible for maintaining high levels of productivity of assigned personnel by maximizing the quality and quantity of their daily workload.
Control parts usage of assigned personnel through effective troubleshooting and training to maximize customer satisfaction and profitability.
Monitor and suggest manpower and staffing needs to ensure customer satisfaction and profitability.
Responsible for continued self-development of personnel management, territory management customer management and interpersonal skills.
Conduct and ensure timely performance evaluations and suggest merit increases of assigned personnel.
Demonstrate, train and motivate assigned personnel to use safe work habits in accordance with company safety policy.
Responsible for assigned teams KPI achievement
Perform other duties as assigned.