Field Technology Service Manager

Ricoh Business Information Solutions   •  

Lexington, KY

Industry: Professional, Scientific & Technical Services

  •  

5 - 7 years

Posted 43 days ago

Description

RICOH EMPOWERS WORKPLACES using innovative technologies & services enabling individuals to work smarter. Our people deliver on the promise of Service Excellence.

Ricoh offers a full portfolio of benefit and employee programs such as:

· Medical Coverage & Vision Coverage
· Dental Coverage
· Short/Long Term Disability
· Term Life and AD&D Insurance
· Spouse and Dependent Life Insurance
· Flexible Spending Account
· EAP and Work Life Benefits
· Time off Benefits including: Vacation, Sick, and Holiday
· Tuition Reimbursement......and many more

Our team is made up of full and part time employees. These roles are permanent positions that play a critical role in delivering Ricoh's services and solutions to our customers. Ricoh offers positions with a developmental path and a range of training resources to meet our employees' needs. From on-boarding training to continued development for all of our employees, we provide many resources to set our employees up for continued success.

Ricoh works to motivate employees with competitive pay and benefits that are affordable. We offer proven career paths - locally, regionally, and nationally.

POSITION PROFILE

Leads, manages and supports a team of service technicians. Responsible for the timely, cost-effective and quality delivery of product service to Ricoh product end users. Ensures a high level of external customer satisfaction and achievement of service goals and objectives.

JOB DUTIES AND RESPONSIBILITIES

Provides daily direction and support to team of technicians to ensure delivery of timely, cost-effective, and quality product service to end user customers. Ensures a high level of external customer satisfaction. Enables and maintains a positive and productive work environment. Spends minimum of 75% of time in Field reviewing technician's work habits/customer interactions. Provides leadership and guidance to improve technician's territory management skills, overall technical skills and customer relations' skills through scheduling of appropriate training. Organizes resources (headcount) and work assignments to gain maximum efficiency and job enrichment i.e., work teams, territories, special assignments. Provides timely response to customer inquiries and complaints and ensures compliance with agreed upon customer requirements. Works with assigned accounts reporting overall performance, promoting Ricoh solutions and can clearly articulate the Ricoh Value proposition. Inspires and motivates team members to deliver excellent customer service through the ON-Track performance management program. Prepares and delivers timely and accurate performance appraisals for all direct reports. Maintains positive and productive relationship with other functional groups. Provides counsel, direction and opportunities to employees to assist in improving their performance on current job and preparation for future responsibilities. Ensures maximum service profitability through monitoring and management of parts consumption and departmental expense. Provides proper direction to support team/District achievement of service goals and objectives including all productivity KPI's. With approval, recruits, interviews and hires new Technology Service Technicians. Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

Typically: Requires Associate Degree or college level courses in business management; 4-year college degree is desirable. Requires a minimum of 6 years of related experience. Position requires current valid Drivers Licence Must meet the Company's driving certification standards at all times (with respect to their driving record)

Req Number 18-06375