Field Service Manager

Konica Minolta Business Solutions U.S.A., Inc.; West Lebanon (NH); On-site; USD 80,000 - 120,000; Full time

Job summary

Konica Minolta Business Solutions U.S.A., Inc. is seeking a Field Service Manager to provide day-to-day leadership to the service team in the West Lebanon area.

The role focuses on balancing team and individual responsibilities while maintaining high morale and service quality. The position emphasizes coordinating maintenance, staffing, training, and development, with a focus on meeting service expectations and improving productivity across field technicians.

Qualifications

• High school diploma or GED or equivalent.
• Demonstrates excellent customer service skills.
• Ability to clearly communicate with others.
• Industry experience desirable in laser printers and multi-functional document output products.

Responsibilities

• Coordinate delivery of equipment maintenance and connectivity services to clients in a geographic area through an assigned team of field service technicians.
• Meet service requirements and recommend staffing changes.
• Perform and coordinate field training and development.
• Oversee equipment field service and technical support; develop personal skills.
• Coordinate development plans for new hires and existing employees.
• Monitor daily/weekly/monthly team goals and performance metrics.
• Manage technician call volume to meet response times and first-call resolution.
• Resolve client complaints following established escalation process.
• Lead and measure team performance.

Skills

Customer service skills

Clear communication

Problem solving

Team leadership

MS Office

Education

High school diploma or GED

Job description

Overview

The goal of the Field Service Manager’s position is to provide day-to-day leadership to his/her service team. This person will work closely with the Vice President of Service to balance team and individual responsibilities while achieving high team morale.

Responsibilities

• Coordinate delivery of equipment maintenance and connectivity services to clients in a geographic area through an assigned team of field service technicians. Achieve established team performance standards for service excellence and productivity.
• Meet the service requirements of a changing machine population, recommend staffing changes.
• Perform and/or coordinate field training and development.
• Perform and/or coordinate equipment field service and technical support as required. Maintain and develop personal technical skills.
• Work with the Director of Operations to coordinate development plans for new hires and existing employees.
• Monitor, track and communicate the daily/weekly/monthly personal/team goals.
• Proactively manage technician call volume to ensure that our field service team is meeting our guaranteed response times and meeting first call effectiveness and recall metrics.
• Effectively handle and resolve client complaints following our established call escalation process.
• Willing to be measured and to measure the performance of the team.

People Managed: This position will be directly responsible for 5-6 field employees within the service department. Responsibilities to include recruiting, interviewing, hiring, training, developing and technically supporting employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems both within the team or with clients within the assigned territory base.

Qualifications

• High school diploma or general education degree (GED); or six to twelve months related experience and/or training; or equivalent combination of education and experience.
• Demonstrates excellent customer service skills
• Ability to clearly communicate with others
• Industry experience desirable on the following:
  • Multi-Functional Document Output Products
  • LaserJet Printers

Knowledge, Skills, and Abilities

Problem Solving: Resolves problems in a timely manner; gathers and analyzes information skillfully; doesn’t stop at the first answer, investigates the issue thoroughly.

Customer Focus: Acts with customers in mind; dedicated to meeting internal and external customer expectations.

Communication: Listens to the needs of each customer (“A customer is anyone who asks of you”) and clearly shares their needs with the appropriate group.

Teamwork: Balances team and individual responsibilities; gives and welcomes constructive feedback; contributes to the group with a positive attitude.

Organizational Support: Completes tasks accurately and on time; follows guidelines of policy and procedure.

Quality: Demonstrates accuracy and thoroughness with tasks; looks for ways to improve our processes always focusing on quality; Applies feedback to improve performance.

Attendance/Punctuality: Is consistently at work and on time; ensures responsibilities are covered when absent.

Composure: Maintains focus when handling difficult or challenging customers; handles pressure and stress maturely.

Computer Skills: To perform this job successfully, the candidate should have a strong working knowledge of the Microsoft Suite. (Word, Excel and Internet Explorer). This role will need to learn aspects of the company’s line of business application.

Equal Opportunity 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.

Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.