Technical Customer Support Manager

Technical Customer Support Manager

New York, NY, 10004

8 : 00 AM - 5 : 00 PM

Accountable for daily operations of medium to large team that may include a complex site or / and multiple sites. Ensures contract compliance of contracted services including, but not limited to : Copy services, Courier Services, Managed Print services, Hospitality, Imaging and Mail services through SLA results and client feedback. Responsible for selecting and assessing talent, recruiting, hiring, onboarding, employee retention, staff training & development, succession planning, and conducts performance management that includes employee counseling Responsible to manage daily operations of a medium-large size site while managing a medium large team of direct reports Prioritizes complex projects while effectively managing multiple and competing priorities. Fosters an inclusive and high performing team environment in which SLA objectives are met. Expert knowledge of Ricoh's products and offerings. Consistently consults and displays insights into strategic and tactical issues by actively seeking input of counterparts in other business units and businesses. Improves quality of operations while consistently applying effective implementation and management of RICOH Service Excellence tools. Responsible for staffing and performance management of assigned site personnel and assigned Field Service Representative staff. Creates and maintains a customer-focused environment with regular end-user feedback and customer satisfaction surveys, with active Commitment Action Document. Ensures the quality of operations for shift by assisting in the achievement of goals in Audit and Deadline standards and compliance, utilizing tools and best practices. Ensures that location is properly staffed by promoting effective use of internal recruiting and selection process to attract and hire talent. Motivates employees and recognizes their accomplishments in a timely manner leveraging the Ricoh Recognition programs. Identifies and recommends high performers for succession planning. Responsible for employee retention, performance management and employee counseling. Identify training and performance planning targets through the development of assigned staff through Individual Development Plan Management, along with succession planning, and mentorship. Focus is on business retention, customer service, high performing team, and profitable growth. Able to support, lead and manage team through all phases of Change Management. Understand complex and detailed processes, seeks ways to improve operational effectiveness, conducts root cause analysis, and issue resolutions to ensure optimal customer satisfaction. Identify gaps / scope creep in service delivery and adjust process documentation to work within the client or Ricoh framework, with support of AOM / ESM or NOM. Facilitates resolution of issues concerning pricing, orders-in and invoicing by interacting and communicating with sales department. Maintains formal contact with the customer on a daily basis in MS and as needed in BIS. Clearly communicates job expectations / consequences of direct reports by training, cross training, coaching, counseling, directing, evaluating the work and efficiency of subordinates to increase their work output and work quality. Acts as a consultant to customer in improving business processes through workflow enhancements and appropriate services Collaborates with other leaders, team members, and internal or external customers to implement a solution or initiative. Able to support, lead and manage team through all phases of Change Management, with support of AOM / ESM or NOM. Suggests, develops, and implements process improvements that increase quality or productivity. Completes Monthly Operations Review, site reports and other paperwork as necessary. Supports QSMs. Is responsible for creating / conducting site required reporting, customer presentations and business reviews to ensure alignment with contractual requirements and value add reporting. Performs other duties as assigned

Quals

CSP Assigned to this req : Nina Kowalke

Manager Job Description :

Pay Rate :

COVID Requirements : None

Driving : None

Dress Code : Business Professional

Interview Type : Virtual, then second interview in-person

Background : Fiserv HireRight will be ran in place of vendor ran background / drug screen

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This position takes place at Fiserv's Executive Headquarters. Fiserv is a FinTech company responsible for the security encryptions that support Zelle transfers, Credit Card chips, and more. This is a C-suite environment where the Fiserv CEO and high-level VP's work. They meet with CEO's of influential tech companies, Politicians, and other high-level individuals at this location.

Typically Requires : High school or GED is required. 5 years of work experience in a related field (B2B and / or technical). Previous 2 years of managerial work experience strongly preferred. Previous 5 years Customer facing work experience required. Demonstrated high level knowledge and understanding of technology. Off 360 proficient user KNOWLEDGE, SKILLS AND ABILITIES Strategical facilitator of complex issues Ability to present to a large-sized group Complex-Problem Solving Skills Demonstrates managerial courage Expert Customer Service skills Expert Technical aptitude Expert Written and Verbal Communication skill WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level. Work assignments are diversified. Interpret, comprehend, and apply complex material, data and instruction prepare, provide and convey diversified information. Some physical effort is required which may involve long periods of standing, walking, bending, reaching, stretching, climbing or similar activities as well as lifting or moving items weighing up to 50 lbs. Moderate dexterity regular application of basic skills (calculator, keyboard, hand tools, eye / hand coordination.

Start date : 2 / 24 / 2025

End_date : 5 / 30 / 2025

Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability status.