Manager, Service

Overview

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.” Our employees are passionate about providing best-in-class customer service through efficiency, accountability and a sense of urgency, while putting knowledge to work to drive change. We are a Great Place to Work certificate holder since 2022, recognizing trust, pride and enjoyment of the people you work with.

As the Service Manager you will provide the highest level of customer and employee management, utilizing refined technical, administrative, and communication skills. You will be responsible for the installation, maintenance, and support of all systems assigned to the service department, and for providing technical assistance, training, and developmental opportunities to assigned personnel. You will fulfill all administrative responsibilities and adhere to policies and procedures, while displaying refined customer management skills to maximize satisfaction and exercising personnel management skills to enhance employee satisfaction.

The opportunity is to contribute meaningfully, challenge yourself, and be part of industry change.

• Represent the organization in a professional manner in conduct and appearance to maximize customer and employee satisfaction.
• Responsible for the training, skill development and performance management of assigned personnel.
• Analyze customer and employee concerns quickly and determine appropriate actions, set specific goals and follow-up checkpoints.
• Provide escalated technical assistance to technicians and customers. Oversee the overall performance of field equipment in your territory.
• Coordinate and accompany necessary appointments with regional technical representatives.
• Manage territory and time effectively to meet daily workload scheduling within the 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.
• Maintain high levels of productivity by maximizing the quality and quantity of daily workload.
• Control parts usage through effective troubleshooting and training to maximize customer satisfaction and profitability.
• Monitor and suggest manpower and staffing needs to ensure customer satisfaction and profitability.
• Pursue continued self-development of personnel management, territory management, customer management and interpersonal skills.
• Conduct timely performance evaluations and suggest merit increases for assigned personnel.
• Demonstrate, train and motivate assigned personnel to use safe work habits in accordance with company safety policy.
• Responsible for achieving team KPIs.
• Perform other duties as assigned.

• 5 – 7 years of prior field experience in the 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 in 2 current KDA or other manufacturer’s online 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.

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

The typical pay range for this role is $64,000 - $113,000. This range represents the base hourly rate or base annual full-time salary for positions in this job grade. The actual base salary offer depends on 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, including:

• 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…