Director, Service

Overview

When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability and a sense of urgency all while putting knowledge to work to drive change.

In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. was officially certified a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do and enjoy the people they work with.

The Service Director’s role is accountable for developing the service organization’s skills and managing the service delivery of all clients.  You will direct and coordinate activities of the technical organization to obtain optimum efficiency.  Key components of success include - delivering operational excellence, client satisfaction and retention, enhanced profit margin and P&L performance, collaborating with other department heads, and identifying additional opportunities to grow revenue.

The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.

Responsibilities

         Analyzes division or department budget requests to identify areas in which improvements can be made within allocated operating budget.

         Plans, organizes, and directs production and warehouse activities to meet or exceed established production goals in a cost-effective manner.

         Manage the daily operations of the Field Service Team.

         Provide over-site of Service Contract Management to ensure all meter reads are collected and contracts are billed on a timely basis.

         Overall control of staffing, budgeting and expense management to ensure department achieves P&L goals.

         Hire, train, monitor, motivate and evaluate department personnel.

         Establish, maintain and revise departmental policies, procedures and documents as necessary.

         Analyzes workflow and assignments to ensure efficient and cost-effective operations.

         Review and resolve all client complaints related to machine and/or technician performance.

         Maintain customer satisfaction via efficient operation of field equipment within the branch’s field population. Monthly performance reporting, research and problem resolution as required. Meet with clients, prepare and discuss equipment performance reports as necessary.

         Ensure credible Service Department reporting capabilities via proper policy management and data entry.

         Monthly reporting to include detailed financials, machine to technician ratio, field units serviced, units under contract and response time.

         Assist with Dispatch management to ensure efficient deployment of field personnel via meeting benchmarks for call completion, response time, hours worked, travel times, etc.

         Conduct and/or attend scheduled meetings with departmental staff including technical and management teams.

         Review and approve departmental expense reports.

         Responsible for the scheduling and conduct of service training in the region. 

         Collect, grasp, analyze and maintain any information of problems in the field, and to report it to management and HQ.

         Thorough knowledge of company’s products and equipment capabilities.

         Responsible for continued self-development of personnel management, customer management and interpersonal skills.

         Conduct and ensure timely performance evaluations and suggest merit increases of assigned personnel. Implements organization policies and goals.

         Perform other duties as assigned.

Qualifications

         Experience building and managing a technical Field Service Team.

         Knowledge of financials. Profit focused and accountable for results, strong business and financial acumen.

         P&L management - cost reduction and revenue management experience.

         Demonstrated proficiency in supervising and motivating subordinates.

         Good understanding of basic administrative functions (AP, AR, Contracts, Payroll).

         Excellent written and oral communication skills.

         Strong organizational, problem-solving and analytical skills.

         Ability to manage priorities and workflow.

         Versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm.

         Ability to work independently and as a member of various teams and committees.

         Proficient on Microsoft Office.

         Valid driver's license with an excellent driving record.

         Successful client relationship development experience; comfortable interacting with client’s executive levels.

         Strong interpersonal skills.

         Physical requirements: ability to bend, lift 50 pounds.

Preferred:

         A and/or Net certification or equivalent industry experience.

         Experience working in ERP’s.

The typical pay range for this role is $147,000 -$184,000. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors. This position may include a discretionary bonus based on performance.

Note

This is a general description of the duties and responsibilities most frequently required of this position. The company may from time-to-time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.

Kyocera Document Solutions America, Inc is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable customers to optimize and manage their document workflow, reaching new heights of efficiency. With professional expertise and a culture of empathetic partnership, the objective of the company is to help organizations put knowledge to work to drive change. Kyocera is looking for enthusiastic and innovative people to help our customers run their businesses more efficiently and more profitably. We offer a generous benefits package including medical, dental and vision plans, a 401k match, flexible spending, disability and life insurance, plus paid time off and holidays.

KYOCERA Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply.

Salary : $147,000 - $184,000