Overview

As a technician, you will be responsible for providing a high level of service to our clients by maintaining optimum performance of their MFP’s and printers. You will complete emergency service calls as well as preventative maintenance calls at the customer’s location.

 

The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.

Responsibilities

 

 

+         Lead day-to-day operational activities related to service calls and toner fulfilment for strategic account customers, ensuring all commitments to clients are met or exceeded.

+         Oversee the installation and ongoing maintenance of the meter collection software.

+         Develop, track, and manage Key Performance Indicators (KPIs) to lead and improve the performance of the team.

+         Ensure all customer interactions are accurately tracked and documented through the ServiceNow portal.

+         Support Sales team in development and implementation of software solutions.

+         Supervise team members and assist with technical related issues.

+         Train personnel on known issues and fixes on Kyocera products as well as the use each system with efficiency and accuracy.

+         Review system generated reports to determine products covered under contract that are not reported to our data collection agents.

+         Collaborate with IT to maximize system efficiency and resolve system issues.

+         Follow up with dealers, sale personnel and end users for technical escalations.

+         Monitor call in queue to ensure customer calls are being answered timely.

 

Qualifications

 

 

+         5 years’ experience within the office product industry field service

+         3+ years’ experience in customer service, project management, account management, or related field

+         Experience with ServiceNow and/or eAutomate.

+         Proficiency in MS office and strong computer skills

+         Excellent time management skills

+         Must be detailed-oriented

+         Works well with others in team-oriented environment

+         Ability to interact with all levels of management

 

Preferred:

 

+         Bachelor’s degree in business administration or related field

 

 

The typical pay range for this role is $90,000 - $122,000. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors. This position may include a discretionary bonus based on performance. 

 

Note

This is a general description of the duties and responsibilities most frequently required of this position. The company may from time-to-time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.

 

Kyocera Document Solutions America, Inc is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable customers to optimize and manage their document workflow, reaching new heights of efficiency. With professional expertise and a culture of empathetic partnership, the objective of the company is to help organizations put knowledge to work to drive change. Kyocera is looking for enthusiastic and innovative people to help our customers run their businesses more efficiently and more profitably. We offer a generous benefits package including medical, dental and vision plans, a 401k match, flexible spending, disability and life insurance, plus paid time off and holidays.