SymQuest, a Division of Konica Minolta, currently has an exciting opportunity for a Regional Service Manager!
Responsibilities:
Manage Field Service Teams and Setup Shop Teams within assigned region to deliver excellent customer service to all of our clients
Manage delivery of proactive and superior equipment maintenance services to clients in a geographic region through an assigned team of service and shop technicians to ensure client satisfaction and retention.
Manage team of in-house shop technicians who are responsible for the set-up of new and used/rental multi-functional output products, printers and other document solutions.
Maintain proper staffing levels to ensure delivery of high tech, high touch client satisfaction
Measure performance, develop, and coach direct reports
Achieve established team performance standards for service excellence and productivity.
Development, measurement and reporting of all key metrics in all assigned territories including, but not limited to:
Equipment uptime
Service net calls/recalls
First Call Effectiveness
Service call cycle times
Parts used in the field
Parts cost
Customer response times
Utilization
Escalations
Equipment set up cycle times
Equipment set up productivity
Equipment set up quality and length of time to first service call
Work with other regional manager(s) to develop a unified strategy and consistently share vision and initiatives with all teams
Participate in industry best practice groups while managing to and meeting industry benchmark models
Continual development and review of processes and procedures to improve the delivery of service, the control of quality, and the maximization of technicians
Work with internal IT to ensure stability and dependability of line of business applications that are required for our teams to carry out day to day tasks
Manage internal marketing campaigns related to Service Sales business to achieve annual growth targets
Work with the Vice President of Service and Operations to create a business plan, internal marketing plan, training schedule and budget for the service operation