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About the role
Key responsibilities & impact- Lead, manage, and support a team of service technicians
- Provide daily direction and support to ensure timely, cost-effective, and quality product service to end-user customers
- Ensure high external customer satisfaction and achievement of service goals and objectives
- Maintain a positive and productive work environment
- Spend a minimum of 75% of time in the field reviewing technicians' work habits and customer interactions
- Provide leadership and guidance to improve technicians' territory management, technical, and customer relations skills through appropriate training
- Organize headcount and work assignments for maximum efficiency and job enrichment
- Respond to customer inquiries and complaints and ensure compliance with customer requirements
- Work with assigned accounts, report overall performance, promote Ricoh solutions, and articulate the Ricoh value proposition
- Motivate team members to deliver excellent customer service through the ON-Track performance management program
- Prepare and deliver timely, accurate performance appraisals for direct reports
- Maintain positive relationships with other functional groups
- Provide counsel, direction, and development opportunities to employees
- Monitor parts consumption and departmental expenses to ensure service profitability
- Support team and district achievement of service goals, objectives, and productivity KPIs
- Recruit, interview, and hire new Technology Service Technicians with approval
- Visit customers in offices, construction sites, manufacturers, and homes
- Use computers and calculators to access customer information and analyze statistical data
- Perform other duties as assigned
Requirements
What you’ll need- Associate degree or college level courses in business management required; 4-year college degree is desirable
- Minimum of 6 years of related experience
- Current valid Driver's Licence
- Must meet the Company's driving certification standards at all times with respect to driving record
- Computer literacy with sound application knowledge and skill
- Leadership ability and fundamental supervisory skills
- Excellent interpersonal and communications skills
- Excellent customer service skills, including ability to follow up to ensure closure of issues
- Strong organizational skills and analytical ability
- Well-developed sense of tact and verbal proficiency
- Excellent written communication skills
- Ability to lift and carry items weighing up to 50 lbs. and move objects on wheels weighing up to 400 lbs.
- Ability to travel overnight as necessary, depending on assignment
Benefits
Comp & perks- Broad selection of medical, dental, life, and disability insurance options
- Retirement Savings Plan (401K)
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Team member tuition assistance programs
- Paid vacation time
- Paid holidays annually
- Other benefits supporting health, wellness, and ongoing personal and professional development
- Relocation available