Field Manager, Field Services

Field Manager, Field Services

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

• 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.

Qualifications (Education, Experience, and Certifications)

• 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).

Knowledge, Skills, and Abilities

• 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.

Working Conditions, Mental, and Physical Demands

• 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.