Client Service Delivery Manager
3 weeks ago
As a Client Service Delivery Manager, you will be responsible for overseeing the technical operations at client sites. This includes managing resources, meeting operations objectives, and developing site procedures. A solid understanding of project management and the client's IT environment is essential for success in this role.
Your ImpactYou will have direct supervision of the support team, including task assignment, quality control, and development activities. Daily ticket queue management and installation support are also key responsibilities, including customer engagement, issue resolution, and escalation as required.
Key Responsibilities- Direct supervision of support team
- Task assignment, quality control, and development activities
- Daily ticket queue management
- Installation support, including customer engagement, issue resolution, and escalation
- Daily review of proactive care activities
- Escalation to service department as required
- Engagement with client IT contacts to troubleshoot and resolve issues
- Scheduling assignments for staff and managing daily workflow
- Overseeing generation of daily and monthly departmental reports
- Overseeing processing of external vendor billing
- Soliciting customer feedback and ideas for service improvement
- Monitoring and ensuring staff compliance with established processes and procedures
- Training, motivating, developing, and managing site personnel for performance improvement
- Reviewing monthly service performance reports with client
- Establishing developmental goals and conducting periodic performance reviews with direct reports
- Overseeing employee training and staff development
- Overseeing efficient and economical utilization of equipment, materials, and labor
- Proactively pursuing development of best practices and updating site procedures accordingly
- Supporting IMAC process by providing daily report activities of device moves/removals and tracking of new device placements
- Ensuring optimal performance of on-site staff and training/certifications are up to date
This is a customer-facing role that requires strong customer service skills to generate customer relationships through listening and learning channels. You will be responsible for identifying opportunities to improve the customer experience with Canon and respectfully sharing customer opportunities for improvement with Canon teams as appropriate.
Required qualifications include 5 years of related experience and management of two or more regular full-time employees. A bachelor's degree in a relevant field is preferred, and technical experience and/or certifications are required.
Company OverviewCanon Solutions America, Inc. empowers companies of all sizes to succeed by supplying market-leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With a commitment to promoting professional innovation, Canon Solutions America, Inc. helps drive sustainability, nurture efficiency, and regulate costs through the unification of comprehensive digital and traditional printing and document management solutions.
As a wholly owned subsidiary of Canon U.S.A., Canon Solutions America, Inc. is headquartered in Melville, NY, and has sales and service locations across the U.S. Our parent company, Canon Inc. (NYSE: CAJ), earned approximately $30.4 billion in global revenue in 2020 and was named one of Fortune Magazine's World's Most Admired Companies in 2020.
Canon Solutions America offers a competitive compensation package, including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at [insert link].
We comply with all applicable federal, state, and local laws, regulations, orders, and mandates, including those we may be required to follow as a federal government contractor/subcontractor.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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