What are the responsibilities and job description for the Field Manager, Field Services position at Ricoh Colombia?
POSITION PROFILE
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.
Job Duties And Responsibilities
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.
Job Duties And Responsibilities
- Provides daily direction and support to a team of technicians to ensure the timely, cost-effective, and quality delivery of product service to end users.
- Ensures a high level of external customer satisfaction.
- Enables and maintains a positive and productive work environment.
- Spends a minimum of 75% of time in the field reviewing technician's work habits and customer interactions.
- Provides leadership and guidance to improve technician's territory management skills, overall technical skills, and customer relations skills through scheduling appropriate training.
- Organizes resources (headcount) and work assignments to gain maximum efficiency and job enrichment (e.g., work teams, territories, special assignments).
- Provides timely responses to customer inquiries and complaints and ensures compliance with agreed-upon customer requirements.
- Works with assigned accounts reporting overall performance, promoting Ricoh solutions, and clearly articulating 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 their current job and in preparation for future responsibilities.
- Ensures maximum service profitability through monitoring and management of parts consumption and departmental expenses.
- Provides proper direction to support team/district achievement of service goals and objectives, including all productivity KPIs.
- With approval, recruits, interviews, and hires new technology service technicians.
- Performs other duties as assigned.
- Requires an associate degree or college-level courses in business management; a 4-year college degree is desirable.
- Requires a minimum of 6 years of related experience.
- Position requires a current valid driver's license.
- Must meet the company's driving certification standards at all times (with respect to driving record).
- Requires computer literacy with sound application knowledge and skill.
- Possesses leadership ability and fundamental supervisory skills.
- Possesses excellent interpersonal and communication skills.
- Possesses excellent customer service skills, including the 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.
- Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise.
- Depending on assignment, some overnight travel may be necessary.
- Visits customers in a variety of locations (e.g., 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 used to resolve problems. New alternatives may be developed as necessary.
- Work has stress due to the 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.
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