Director, Service Jobs

When you join KBA Document Solutions 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.

The Service Director’s role is accountable for developing the skills of the service organization as well as managing the service delivery of all clients. You will direct and coordinate activities of the technical organization & shop operations 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 does not come around every day.

• 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.

©KYOCERA Document Solutions America, Inc

Headquartered at 225 Sand Road Fairfield, NJ 07004

usa.kyoceradocumentsolutions.com

• Ensure credible Service Dept. reporting capabilities via proper policy management and data entry.
• Partner with finance to 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.
• Collect, grasp, analyze and maintain any information of problems in the field, and to report it to management and HQ.
• Hire, train, monitor, motivate and evaluate department personnel.
• Assist with Dispatch management to ensure efficient deployment of field personnel via meeting benchmarks for call completion, response time, hours worked, travel times, etc.
• 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.
• Analyzes workflow and assignments to ensure efficient and cost-effective operations.
• Conduct and/or attend scheduled meetings with departmental staff including technical and management teams.
• Review and approve departmental expense reports.
• Manage the daily operations of the Field Service Team.
• Establish, maintain, and revise departmental policies, procedures, and documents as necessary.
• Monthly reporting to include detailed financials, machine to technician ratio, field units serviced, units under contract and response time.
• Conduct and ensure timely performance evaluations and suggest merit increases of assigned personnel. Implements organization policies and goals.
• Responsible for continued self-development of personnel management, customer management and interpersonal skills.
• Review and resolve all client complaints related to machine and/or technician performance.
• Responsible for the scheduling and conduct of service training in the region.
• Establish marketable, profitable retail service/supply contract rates via periodic review with Branch President and adjust as appropriate.
• Thorough knowledge of company’s products and equipment capabilities.
• Performs other duties as assigned by Management.

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.

❖ Experience using Eautomate.

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

❖ Proficient on MS Office. ❖ Successful client relationship development experience; comfortable interacting with client’s executive levels.

❖ Strong interpersonal skills.

Required

• Technical Knowledge
• Education/Experience

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.