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Service Manager for Copier Technicians


Salary band: $10k - $15k
Location: North America, United States, Georgia (U.S. State)
Job type: Permanent
Contact: Gordon Document Products
Category: Service Manager
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Job Description:

Must have 5 - 10 years of field service experience working on Ricoh, Lanier, Konica Minolta, HP Printers and Muratec Copiers or similar.Education Level - Some College RequiredCareer Level - Management (Manager/Supervisor of Staff)Prior Service and Management experience in the copier field industry a must.Knowledge of our primary vendors, Konica, Canon and Ricoh helpful.Demonstrated leadership skills are necessary.Strong presentation, written and verbal skills are required. BASIC FUNCTIONS - Provides above-industry average turnaround and quality workmanship with a well-trained staff of Customer Service Representatives (CSR's) while maintaining AOP objectives through financial planning and motivating personnel, while ensuring dispatch and service supervisors support CSR's, customers and sales. A. FINANCIAL1. Annual Operating Plansa) Develops an annual AOP with President.b) Reviews P&L monthly to ensure accuracy and prepares monthly results for management meetings.c) Trend retention by % of MIF with contractsd) Prepares and manages monthly action plans to meet AOP and objectives.2. Compensationa) Conducts annual performance reviews for all service employees as required by Customer Awareness Program (CAP).b) Implements CSR pay plan to provide employee motivation.c) Recommends CSR annual pay increases based on pay plan and submits to the President for approval.d) Reviews and approves CSR timesheets/travel reports weekly and delivers to Payroll. DEVELOPMENT OF OTHERS - The Service Manager has overall responsibility for the following: A. SUPPORT SERVICES OPERATIONS1. Manages a dispatch system ensuring that CSR team workloads are evenly distributed.2. Follows up with dispatches to correct any uneven workloads and relates information to service supervisors and/or team leaders.3. Implements program of close customer contact and supporta) Knows Top Ten revenue producing accounts and makes semi-annual visits to each location4. Maintains a list of major/national accounts (Top Ten) and print service performance results monthly. This is reviewed monthly (at 1st of each month) with management team and major national account reps and service teams.5. Develops and manages a parts control system to provide proper CSR custody. Approves all parts orders. Sources out cost containing third party solutions. B. TRAINING1. Manages ongoing training of CSR's.2. Ensures CSR's are properly trained and have basic knowledge of all equipment.3. Actively participates in CSR training although supervisors conduct actual training.4. Follows up with supervisors and team leaders monthly on training.5. Ensures that CSR's train on five (5) product/self-training programs per year through active participation with supervisors/team leaders. This should be part of CSR's annual review.6. Implements customer relations and interpersonal skills training. Schedules a quarterly follow-up with each team to review training.7. Has supervisors conduct a minimum of five (5) QSR's per week and one (1) quality work with/week.C. RECRUITMENT - The Service Manager maintains 100% of manpower quota and fills existing vacancies and replaces nonproductive representatives as needed. STRATEGIC PLANNING - The Service Manager has overall responsibility for: A. COMMUNICATION1. Manages compliance with company policies and procedures.2. Maintains the Customer Awareness Program.3. Implements field quality assurance programs. B. MEETINGS1. Prepares for weekly managers meetings and attends.2. Prepares for all company reviews and MRC's.3. Attends monthly company meeting and provides information such as service results, CSR of the Month/Quarter/Year and Team of the Month.4. Conducts at least one (1) monthly service meeting to discuss company policies, training, selling of accessories, GMA's, tip leads, problem solving, educational activities and customer satisfaction.5. Schedules and ensures that each team meets every two weeks. LEADERSHIP - The Service Manager retains ultimate responsibility for: A. PERSONNEL - Manages personnel files and ensures appropriate staffing levels, effective hiring, training, counseling, promotions and terminations.B. GUIDELINES - Implements progressive discipline policy for service and support to adhere to company policies and procedures.C. ETHICS - Displays the highest of personal ethical standards and communicates those standards to all other company employees.D. QUALITY - The Service Manager sets the example for all employees in the areas of personal character, emotional commitment, organizational skills, selling and overall strong work ethic. Top Salary Potential plus bonuses based on experience.Comprehensive benefits

Company Description:

Established 30 year locally owned and operated company providing Georgia with the highest quality document and innovative document management solutions. We provide Award winning service and support. An independent dealer offering the industry leaders (Ricoh, Konica and Muratec) with the flexibility to customize solutions to meet your specific needs.
Job Description:

Must have 5 - 10 years of field service experience working on Ricoh, Lanier, Konica Minolta, HP Printers and Muratec Copiers or similar.Education Level - Some College RequiredCareer Level - Management (Manager/Supervisor of Staff)Prior Service and Management experience in the copier field industry a must.Knowledge of our primary vendors, Konica, Canon and Ricoh helpful.Demonstrated leadership skills are necessary.Strong presentation, written and verbal skills are required. BASIC FUNCTIONS - Provides above-industry average turnaround and quality workmanship with a well-trained staff of Customer Service Representatives (CSR's) while maintaining AOP objectives through financial planning and motivating personnel, while ensuring dispatch and service supervisors support CSR's, customers and sales. A. FINANCIAL1. Annual Operating Plansa) Develops an annual AOP with President.b) Reviews P&L monthly to ensure accuracy and prepares monthly results for management meetings.c) Trend retention by % of MIF with contractsd) Prepares and manages monthly action plans to meet AOP and objectives.2. Compensationa) Conducts annual performance reviews for all service employees as required by Customer Awareness Program (CAP).b) Implements CSR pay plan to provide employee motivation.c) Recommends CSR annual pay increases based on pay plan and submits to the President for approval.d) Reviews and approves CSR timesheets/travel reports weekly and delivers to Payroll. DEVELOPMENT OF OTHERS - The Service Manager has overall responsibility for the following: A. SUPPORT SERVICES OPERATIONS1. Manages a dispatch system ensuring that CSR team workloads are evenly distributed.2. Follows up with dispatches to correct any uneven workloads and relates information to service supervisors and/or team leaders.3. Implements program of close customer contact and supporta) Knows Top Ten revenue producing accounts and makes semi-annual visits to each location4. Maintains a list of major/national accounts (Top Ten) and print service performance results monthly. This is reviewed monthly (at 1st of each month) with management team and major national account reps and service teams.5. Develops and manages a parts control system to provide proper CSR custody. Approves all parts orders. Sources out cost containing third party solutions. B. TRAINING1. Manages ongoing training of CSR's.2. Ensures CSR's are properly trained and have basic knowledge of all equipment.3. Actively participates in CSR training although supervisors conduct actual training.4. Follows up with supervisors and team leaders monthly on training.5. Ensures that CSR's train on five (5) product/self-training programs per year through active participation with supervisors/team leaders. This should be part of CSR's annual review.6. Implements customer relations and interpersonal skills training. Schedules a quarterly follow-up with each team to review training.7. Has supervisors conduct a minimum of five (5) QSR's per week and one (1) quality work with/week.C. RECRUITMENT - The Service Manager maintains 100% of manpower quota and fills existing vacancies and replaces nonproductive representatives as needed. STRATEGIC PLANNING - The Service Manager has overall responsibility for: A. COMMUNICATION1. Manages compliance with company policies and procedures.2. Maintains the Customer Awareness Program.3. Implements field quality assurance programs. B. MEETINGS1. Prepares for weekly managers meetings and attends.2. Prepares for all company reviews and MRC's.3. Attends monthly company meeting and provides information such as service results, CSR of the Month/Quarter/Year and Team of the Month.4. Conducts at least one (1) monthly service meeting to discuss company policies, training, selling of accessories, GMA's, tip leads, problem solving, educational activities and customer satisfaction.5. Schedules and ensures that each team meets every two weeks. LEADERSHIP - The Service Manager retains ultimate responsibility for: A. PERSONNEL - Manages personnel files and ensures appropriate staffing levels, effective hiring, training, counseling, promotions and terminations.B. GUIDELINES - Implements progressive discipline policy for service and support to adhere to company policies and procedures.C. ETHICS - Displays the highest of personal ethical standards and communicates those standards to all other company employees.D. QUALITY - The Service Manager sets the example for all employees in the areas of personal character, emotional commitment, organizational skills, selling and overall strong work ethic. Top Salary Potential plus bonuses based on experience.Comprehensive benefits

Company Description:

Established 30 year locally owned and operated company providing Georgia with the highest quality document and innovative document management solutions. We provide Award winning service and support. An independent dealer offering the industry leaders (Ricoh, Konica and Muratec) with the flexibility to customize solutions to meet your specific needs.

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