Leads, manages and supports a team of up to 15+ customer service technicians: Image Systems assignments may have fewer direct reports. Responsible for the timely, cost-effective and quality delivery of product service to Ricoh USA product end users. Ensures a high level of external customer satisfaction and achievement of service goals and objectives. Job content must be minimum 80% administration/management.
Job Duties and Responsibilities
Provides daily direction and support to team of customer support 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 50% 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.
Inspires and motivates team members to deliver consistently excellent customer service.
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/marketplace achievement of service goals and objectives including copies per technician, response time, tech call-ahead, 1st call effectiveness, revenue, cost of sales and expenses.
With approval, recruits, interviews and hires new customer service technicians.
Performs other duties as assigned.
Qualifications (Education, Experience and Certifications)
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.
Progressive Career Advancement
Competitive Salary plus Bonus Opportunity
Company sponsored Car Allowance
Program Product Specific Training
Sales Lead program
We are an Equal Opportunity Employer. M/F/D/V
Ricoh Americas represents Japan's Ricoh Company in Central America, North America, and South America. The unit markets, sells, and...