Regional Service Manager

Overview

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

Qualifications

• Industry experience a must
• 5+ years' experience managing
• 10+ years industry experience
  • Field service management experience a plus

About Us

Konica Minolta's journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients' digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN's MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the Forbes 2021 America's Best-in-State employers list. The company received Keypoint Intelligence's BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World list. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.

EOE Statement

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.