Manager, Service Assurance

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.” Our employees are passionate about providing best-in-class customer service through efficiency, accountability, and a sense of urgency 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

As a technician, you will provide a high level of service to our clients by maintaining optimum performance of their MFPs and printers. You will complete emergency service calls as well as preventative maintenance calls at the customer’s location. This role offers the opportunity to challenge yourself, influence change in the industry, and make a meaningful impact.

Responsibilities

• Lead day-to-day operational activities related to service calls and toner fulfillment for strategic account customers, ensuring all commitments to clients are met or exceeded.
• Oversee the installation and ongoing maintenance of the meter collection software.
• Develop, track, and manage Key Performance Indicators (KPIs) to lead and improve the performance of the team.
• Ensure all customer interactions are accurately tracked and documented through the ServiceNow portal.
• Support the Sales team in the development and implementation of software solutions.
• Supervise team members and assist with technical-related issues.
• Train personnel on known issues, fixes on Kyocera products, and the use of each system with efficiency and accuracy.
• Review system-generated reports to determine products covered under contract that are not reported to our data collection agents.
• Collaborate with IT to maximize system efficiency and resolve system issues.
• Follow up with dealers, sales personnel, and end users for technical escalations.
• Monitor call-in queue to ensure customer calls are answered in a timely manner.

Requirements

• 5 years of experience within the office product industry field service.
• 3 years of experience in customer service, project management, account management, or a related field.
• Experience with ServiceNow and/or eAutomate.
• Proficiency in MS Office and strong computer skills.
• Excellent time management skills.
• Must be detail-oriented.
• Works well with others in a team-oriented environment.
• Ability to interact with all levels of management.

Qualifications

Preferred: Bachelor’s degree in business administration or a related field.

Pay

The typical pay range for this role is $90,000 - $122,000 annually. This range represents the base salary for all positions in the job grade. The actual base salary offer will depend on factors such as experience, education, geography, and other relevant considerations. This position may include a discretionary bonus based on performance.

Benefits

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