[Hiring] Field Services Manager @Ricoh

Role Description

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.

• 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 relationships 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

• 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 Driver's Licence.
• Must meet the Company's driving certification standards at all times (with respect to their driving record).

Requirements

• Requires computer literacy with sound application knowledge and skill.
• Possesses leadership ability and fundamental supervisory skills.
• Possesses excellent interpersonal and communications skills.
• Possesses excellent customer service skills including ability to follow-up to ensure closure of issues.
• Possesses strong organizational skills and analytical ability.
• Possesses a well-developed sense of tact and verbal proficiency.
• Possesses excellent written communication skills.

Working Conditions

• Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.
• Depending on assignment, some overnight travel may be necessary.
• Visits customers in a variety of locations (i.e. office, construction site, manufacturer, the customer's home, etc.) and regularly requires exposure to various weather conditions.
• Requires frequent contact with both internal and external customers.
• Work assignments are diversified with examples of past precedent generally being used to resolve problems. New alternatives may be developed as necessary.
• Work has stress due to direct relation between service delivery and customer satisfaction.
• Some physical effort is required; lifting and carrying items weighing up to 50 lbs. and up to 400 lbs to move objects on wheels.
• Requires regular use of a computer and calculator to access customer base information and analyze statistical data.

Benefits

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.