Director of Escalation Systems

7 days ago


Ramsey, New Jersey, United States Konica Minolta Full time
Job Title: Director of Escalation Systems

At Konica Minolta, we are seeking a highly skilled and experienced Director of Escalation Systems to lead our Escalation Systems Support (ESS) team. As a key member of our organization, you will be responsible for providing technical expertise and guidance to our Sales, Direct, and Dealer support teams, as well as internal and field service departments.

Key Responsibilities:
  • Escalate major technical and product anomalies to KMI, Japan, and track to completion in a timely manner to ensure optimal product performance.
  • Manage the ESS content verification team to critically test and verify all FW and technical product updates to ensure product operation is not negatively affected.
  • Engage and recruit various SSD, Field, Product Planning, and Marketing teams to vet KMI technical product changes to identify Dealer and Direct MIF impact to products at KM product accounts.
  • Verify and thoroughly test all FW or other KMI technical, operational, or product changes to ensure the update does not break vCare-connected MIF, control panel UI display, or affect RSP functionality.
  • Manage the integrated technical update mod meeting with ESS directing and engaging other SSD or KM teams to vet, document, re-test for field impact at top dealer sites prior to releasing technical mod or product changes.
  • Publish and inform KM technical teams with verified technical updates, improvements, or fixes for all KMI or Vendor escalations for enhanced support of technical product activities, including FW updates, technical remediations in field.
  • Plan, oversee, and provide guided support and chaperone service to KMI, Japan, Engineers or Tiger Teams when field product remediations are required.
  • Administer drafting of technical bulletins and ensure accuracy of releases to KM support channels with input from KMI, Japan.
  • Utilize the KMI Liaison team to verify escalated issues and track progress for timely product resolutions.
  • Manage 3rd-Party Vendor products, solutions for interface peripherals to KM products.
  • Recruit teams and coordinate with Logistics and SCM to complete speed variances to products at various KM MDC warehouses or Direct BSCs.
  • Manage the ESS team for escalation tracking to ensure required follow-up responses to internal/external customer in stack-rank by technical priority of product impact and/or in FIFO order.
  • Ensure the KMI and KMBS enterprise-wide ESS applications and interfaces are properly maintained and fully operational for users.
  • Work closely with KMI to facilitate technical remedies to maintain products, systems to peak performance level, and test prior to release to verify compatibility with current field and system hardware configurations for optimized product performance and reliability.
  • Engage w/KMI Engineering via formal Escalation process for all system issues for both Direct and Dealer instances and follow through on system corrections with respective KM teams.
  • Closely communicate with KMI, other KM Sales Companies Worldwide to verify technical product trends, issues, remedies, and special intervention methods, like KMI Tiger Team field visits.
Qualifications:
  • 8+ years of experience managing/leading technical resources, engineers, and product support teams.
  • Bachelor's degree or equivalent industry-related experience.
  • Proficient in providing readily available internal/external customer-facing, post-sales technical support for escalation to manufacturing entity.
  • Proficient in ServiceNow, Smartsheet & Helix.
  • Microsoft Office 365 proficiency preferred, with a focus on Word, Excel, and PowerPoint.
  • Presentation skills for internal, external speaking events for internal or external meeting events.
  • Technical or field service background strongly recommended.
  • Strong technical project and product support break-fix escalation and team management skills.
  • Advanced knowledge with product, systems, accessory, and solutions troubleshooting abilities for expedited pre/post sales and service support.
  • Ability to promptly and accurately create, track, and mitigate product technical incidents and report to KMI, present to management.
  • Technical reporting, updating, and administration of escalation tickets to KMI/KMBS' requirements.
  • Strong skills in managing corporate safety, accident, escalation documentation, reporting, and compliance.
  • Strong foundation in addressing customer-specific product technical or workflow issues to their satisfaction for products, accessories, and solutions.
  • Ability and skill to handle upset customers and diffuse difficult situations.
  • Ability to work and communicate with Internal and External personnel at all levels.
  • Knowledge of KM products, solutions to identify technical anomalies and failure trends preferred.
Global Competencies/Leadership Drivers:
  • Growth Mindset
  • Developing People
  • Adaptability
  • Business thinking and acumen
  • Innovation
  • Embracing diversity
  • Strategic Thinking and Alliances
  • Customer Centricity

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status, or any other characteristic protected under applicable law.



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