Manager, Service

Service ManagerWhen 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. ResponsibilitiesRepresent 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 territoryCoordinate and accompany necessary appointments with regional technical representativesExercise 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 achievementPerform other duties as assigned. Qualifications5 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. Preferred: A+ and/or Net+ certification or equivalent industry experience.

The typical pay range for this role is $64,000 -$113,000. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors. This position may include a discretionary bonus based on performance.

We offer a comprehensive benefits package designed to support our employees' well-being which includes: Medical, dental and vision plans, 401(k) retirement plan with Company match, life insurance and disability coverage, paid time off and holidays, paid parental leave, employee assistance program, volunteer time off, professional development course reimbursement. Kyocera Document Solutions America, Inc. is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company's portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable customers to optimize and manage their document workflow, reaching new heights of efficiency. With professional expertise and a culture of empathetic partnership, the objective of the company is to help organizations put knowledge to work to drive change.

KYOCERA Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply.