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 team of technicians to ensure delivery of timely, cost-effective, and quality product service to end user customers.
• Ensures a high level of external customer satisfaction.
• Enables and maintains a positive and productive work environment.
• Spends minimum of 75% of time in Field reviewing technician's work habits/customer interactions.
• Provides leadership and guidance to improve technician's territory management skills, overall technical skills and customer relations' skills through scheduling of appropriate training.
• Organizes resources (headcount) and work assignments to gain maximum efficiency and job enrichment i.e., work teams, territories, special assignments.
• Provides timely response to customer inquiries and complaints and ensures compliance with agreed upon customer requirements.
• Works with assigned accounts reporting overall performance, promoting Ricoh solutions and can clearly articulate 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 relationship with other functional groups.
• Provides counsel, direction and opportunities to employees to assist in improving their performance on current job and preparation for future responsibilities.
• Ensures maximum service profitability through monitoring and management of parts consumption and departmental expense.
• Provides proper direction to support team/District achievement of service goals and objectives including all productivity KPI's.
• With approval, recruits, interviews and hires new Technology Service Technicians.
• Performs other duties as assigned.