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Field Technology Service Manager

Company: RICOH
Location: Cary
Posted on: December 4, 2019

Job Description:

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) Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

Keywords: RICOH, Cary , Field Technology Service Manager, IT / Software / Systems , Cary, North Carolina

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