Assistant Manager, Service

When you join Kyocera Document Solutions America, Inc., you are joining an organization deeply rooted in the Philosophy of “doing what is right as a human being.” Through this Philosophy, 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. Kyocera Document Solutions America, Inc. has been officially certified as a Great Place to Work since 2022.

About the Role

The Assistant Service Manager is responsible for leading and managing a dedicated team of service technicians while supporting overall service operations. This role acts as a hands-on leader, ensuring efficient scheduling, high-quality repairs, and exceptional customer service. The position requires both technical expertise and strong leadership skills to drive team performance and operational success.

Responsibilities

• Responsible for coaching and developing a team of field service technicians
• Spend 90% of the time in the field supporting technicians, resolving customer issues, and ensuring service quality standards are met
• Monitor technician performance, productivity, and key service metrics (response time, first-call resolution, customer satisfaction)
• Serve as primary point of contact for customer escalations and service-related concerns
• Fill in for technicians as needed by performing service calls, preventive maintenance, and repairs during PTO, staffing shortages, or high service volume periods
• Provide hands-on technical support and escalation assistance for complex equipment issues
• Conduct regular service call audits, ride-alongs, and skill assessments
• Ensure technicians follow company procedures, safety standards, and manufacturer guidelines
• Manage team scheduling, time-off requests, and workload balancing
• Oversee parts usage, inventory levels, and ensure proper tools are available
• Collaborate with the Service Manager and/or Director on departmental goals, staffing needs, and process improvements
• Assist in recruiting, hiring, and onboarding new technicians
• Represent the organization in a business-like manner in conduct and appearance to maximize both customer and employee satisfaction
• Responsible for the training, skill development, and performance management of assigned personnel
• Coordinate and accompany necessary appointments with regional technical representatives
• Responsible for continued self-development of personnel management, territory management, customer management, and interpersonal skills
• Conduct and ensure timely yearly performance evaluations
• Responsible for assigned team’s KPI achievement
• Perform other duties as assigned

Requirements

• 3 - 5 years of prior field experience in the business technology industry
• Excellent interpersonal skills for interaction with management, customers, and staff
• Ability to lead, manage, and motivate
• Formal training of at least 10 current models (any manufacturer)
• Minimum training in 2 current KDA or other manufacturer’s online apps or “connectivity” courses
• Valid driver's license with an excellent driving record
• Reliable means of transportation
• Proficient with Microsoft Office applications
• Physical requirements: ability to bend, lift 50 pounds

Car Insurance Requirements

• Standard Coverage with $1,000 Deductibles
• Bodily Injury $100,000 / $300,000
• Property Damage $50,000
• Collision Deductible $1,000
• Comprehensive Deductible $1,000

Preferred Qualifications

• A+ and/or Net+ certification or equivalent industry experience

Benefits

• Medical, dental, and vision plans
• 401k match
• Flexible spending
• Disability and life insurance
• Paid time off and holidays