GCS Program Manager

Konica Minolta Business Solutions Canada; Town of Florida (NY); On-site; USD 80,000 - 100,000; Full time

Job summary

Konica Minolta Business Solutions Canada is looking for a GCS Program Manager to drive service initiatives for Office Series MFPs. This hands-on role involves analyzing performance data, improving product reliability, and providing technical support.

The ideal candidate has over 5 years of experience in service or technical support, possesses strong troubleshooting skills, and can operate independently to solve complex problems.

Qualifications

• 5+ years of field experience preferred in service or technical support.
• Strong diagnostic skills and technical aptitude are mandatory.
• Ability to manage multiple priorities effectively.

Responsibilities

• Analyze performance data to identify trends and improvement opportunities.
• Support the development and execution of service initiatives.
• Provide advanced troubleshooting support and document technical communications.

Skills

Field experience

Technical aptitude

Analytical mindset

Troubleshooting skills

Problem-solving skills

Job description

Overview

Konica Minolta currently has an exciting opportunity for a GCS Program Manager. We are seeking a highly self‑driven Program Manager to work closely with leadership to develop and execute service methods for Office Series MFPs. This role focuses on improving product performance, driving profitability, and supporting service initiatives from concept through implementation and sustained results. The position requires a hands‑on, high‑ownership mindset for someone who can think independently, troubleshoot deeply, and carry work beyond initial concepts into real‑world impact. An ideal candidate can operate through ambiguity, leveraging all available resources to research, problem‑solve, and develop solutions even when no predefined path exists.

Responsibilities

• Product Performance
  • Analyze performance data to identify trends, root causes, and improvement opportunities
  • Support service method enhancements that improve product reliability and profitability
• Compliance Reporting
  • Track and report on compliance metrics (eg training, process adherence)
  • Identify risks, gaps, and trends, and clearly communicate insights to stakeholders
• Parts Cost Optimization
  • Identify parts cost savings opportunities through data analysis
  • Support evaluation of alternate parts, vendors, and service approaches
  • Track and communicate cost impact to Field Leadership
• Service Initiatives
  • Support development, testing, rollout, and sustainment of service initiatives (eg vCare, RSP, Remote Remediation, Remote Deployment)
  • Track performance, adoption, and outcomes, and provide insights for continuous improvement
  • Communicate results and actionable recommendations to stakeholders
• Technical Support & Escalation
  • Provide advanced troubleshooting support and structured diagnostic approaches
  • Assist with complex configurations and enterprise account issues as needed
• Technical Communication & Advocate Engagement
  • Develop clear, concise technical documentation, communications, and service‑related content for a wide range of audiences (field, leadership, customers)
  • Translate complex technical concepts into practical, actionable guidance
  • Plan and lead regularly scheduled Advocate calls
  • Create and deliver content that is relevant, engaging, and valuable to attendees
  • Drive continuous improvement of Advocate call content based on feedback and business needs

Qualifications

• 5+ years of field experience preferred (service, technical support, or similar)
• Strong technical aptitude and diagnostic skills
• Experience working across field and cross‑functional teams
• Strong analytical mindset with the ability to translate data into insights
• Ability to manage multiple priorities and follow work through to completion

What Good Looks Like

• Self‑starter who takes initiative and does not wait for direction
• Strong troubleshooting and problem‑solving skills
• Proactively helps drive work from concept through execution and measurable results
• Brings solutions and recommendations—not just problems
• Knows when to act independently vs. when to expedite with context and options
• Communicates clearly across technical, field, and leadership audiences
• Demonstrates strong investigative/problem‑solving skills—can independently research and solve issues that are not documented or previously encountered
• Proactively uses modern tools (eg AI, web research, internal systems) to identify solutions
• Not a “boxed‑in thinker”—challenged by undefined problems rather than stalled by them

Equal Opportunity Employer

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.