What are the responsibilities and job description for the Director, Service position at KYOCERA Document Solutions America, Inc.?
Overview:
When you join Kyocera Document Solutions Southeast you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate
about providing best-in-class customer service through efficiency, accountability, and a sense of urgency all while putting knowledge to work to drive change.
In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. was officially certified as a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do, and enjoy the people they work with.
As a Service Director, you will have a leadership role and is accountable for developing our service team. Key components for success include – delivering operational excellence, client satisfaction and retention, developing strong relationships and teams (internally and externally), enhanced profit margin and P&L performance, collaborating with the department heads, and identifying additional opportunities to grow revenue.
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:
Manage the daily operations of the Field Service Team
Establish marketable, profitable retail service/supply contract rates via periodic review with the
Branch President and adjust as appropriate.
Overall control of staffing, budgeting, and expense management to ensure the department
achieves P&L goals.
Hire, train, monitor, motivate, and evaluate department personnel.
Establish, maintain, and revise departmental policies, procedures, and documents as necessary.
Analyzes workflow and assignments to ensure efficient and cost-effective operations.
Review and resolve all client complaints related to machine and/or technician performance
Maintain customer satisfaction via efficient operation of field equipment within the branch’s field
population. Monthly performance reporting, research, and problem resolution as required. Meet
with clients, and prepare and discuss equipment performance reports as necessary.
Ensure credible Service Dept. reporting capabilities via proper policy management and data entry.
Monthly reporting to include detailed financials, machine-to-technician ratio, field units serviced,
units under contract, and response time.
Assist with Dispatch management to ensure efficient deployment of field personnel via meeting
benchmarks for call completion, response time, hours worked, travel times, etc.
Conduct and/or attend scheduled meetings with departmental staff including technical and
management teams.
Qualifications:
Experience and leadership skills of building a technical Field Service Team from the ground level
Technology Acumen- more in-depth systems understanding or networked document solutions (i.e.
electronic print on demand, internet solutions, IT optimization)
Financial planning and knowledge of finance. Profit-focused and accountable for results, strong
business and financial acumen
P&L management - cost reduction and revenue management experience
Intermediate MS Office, Excel (i.e. pivot tables, VLOOKUP), and PowerPoint
Ability to manage employees within diverse/virtual environments
Successful client relationship development experience; comfortable interacting with client’s
executive levels
Planning, organizing, executing skills
Ability to assess issues, define causes and prioritize/execute solutions
Written and verbal communication skills at all organizational levels (internal and external);
comfort level with executive client communications
Demonstrated leadership skills, high energy, and team motivator
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 Southeast 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.
KYOCERA Document Solutions Southeast is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply.
When you join Kyocera Document Solutions Southeast you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate
about providing best-in-class customer service through efficiency, accountability, and a sense of urgency all while putting knowledge to work to drive change.
In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. was officially certified as a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do, and enjoy the people they work with.
As a Service Director, you will have a leadership role and is accountable for developing our service team. Key components for success include – delivering operational excellence, client satisfaction and retention, developing strong relationships and teams (internally and externally), enhanced profit margin and P&L performance, collaborating with the department heads, and identifying additional opportunities to grow revenue.
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:
Manage the daily operations of the Field Service Team
Establish marketable, profitable retail service/supply contract rates via periodic review with the
Branch President and adjust as appropriate.
Overall control of staffing, budgeting, and expense management to ensure the department
achieves P&L goals.
Hire, train, monitor, motivate, and evaluate department personnel.
Establish, maintain, and revise departmental policies, procedures, and documents as necessary.
Analyzes workflow and assignments to ensure efficient and cost-effective operations.
Review and resolve all client complaints related to machine and/or technician performance
Maintain customer satisfaction via efficient operation of field equipment within the branch’s field
population. Monthly performance reporting, research, and problem resolution as required. Meet
with clients, and prepare and discuss equipment performance reports as necessary.
Ensure credible Service Dept. reporting capabilities via proper policy management and data entry.
Monthly reporting to include detailed financials, machine-to-technician ratio, field units serviced,
units under contract, and response time.
Assist with Dispatch management to ensure efficient deployment of field personnel via meeting
benchmarks for call completion, response time, hours worked, travel times, etc.
Conduct and/or attend scheduled meetings with departmental staff including technical and
management teams.
Qualifications:
Experience and leadership skills of building a technical Field Service Team from the ground level
Technology Acumen- more in-depth systems understanding or networked document solutions (i.e.
electronic print on demand, internet solutions, IT optimization)
Financial planning and knowledge of finance. Profit-focused and accountable for results, strong
business and financial acumen
P&L management - cost reduction and revenue management experience
Intermediate MS Office, Excel (i.e. pivot tables, VLOOKUP), and PowerPoint
Ability to manage employees within diverse/virtual environments
Successful client relationship development experience; comfortable interacting with client’s
executive levels
Planning, organizing, executing skills
Ability to assess issues, define causes and prioritize/execute solutions
Written and verbal communication skills at all organizational levels (internal and external);
comfort level with executive client communications
Demonstrated leadership skills, high energy, and team motivator
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 Southeast 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.
KYOCERA Document Solutions Southeast is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply.
