Manager, Service Assurance

Kyocera Mita America; Two Bridges (NJ); On-site; USD 90,000 - 122,000; Full time

Benefits offered by this job

Medical, dental and vision plans

401k match

Flexible spending

Disability and life insurance

Paid time off and holidays

Job summary

Kyocera Document Solutions America, Inc. is seeking a Senior Service/Account Manager to lead day-to-day service calls and toner fulfillment for strategic accounts, ensuring commitments to clients are met or exceeded.

The role includes overseeing meter collection software installation and maintenance and supporting the Sales team with software solutions. You will develop, track, and manage KPIs to improve team performance, ensure all customer interactions are logged through ServiceNow, and

Qualifications

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

Responsibilities

• Lead day-to-day operational activities related to service calls and toner fulfilment 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 Sales team in development and implementation of software solutions.
• Supervise team members and assist with technical related issues.
• Train personnel on known issues and fixes on Kyocera products as well as the use 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, sale personnel and end users for technical escalations.
• Monitor call in queue to ensure customer calls are being answered timely.

Skills

Excellent time management

Detail oriented

Teamwork

Interpersonal with management levels

Education

Bachelor’s degree in business administration or related field

Tools

ServiceNow

eAutomate

MS Office

Job description

Overview

When you join Kyocera Document Solutions America, Inc. 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.

In addition, we’re a Great Place to Work... and we really mean it! Kyocera Document Solutions America, Inc. has been officially certified as a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do and enjoy the people they work with.

The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn't come around every day.

Responsibilities

• Lead day-to-day operational activities related to service calls and toner fulfilment 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 Sales team in development and implementation of software solutions.


• Supervise team members and assist with technical related issues.


• Train personnel on known issues and fixes on Kyocera products as well as the use 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, sale personnel and end users for technical escalations.


• Monitor call in queue to ensure customer calls are being answered timely.

Qualifications

• 5 years' experience within the office product industry field service


• 3+ years' experience in customer service, project management, account management, or related field


• Experience with ServiceNow and/or eAutomate.


• Proficiency in MS office and strong computer skills


• Excellent time management skills


• Must be detailed-oriented


• Works well with others in team-oriented environment


• Ability to interact with all levels of management

Preferred

• Bachelor’s degree in business administration or related field

The typical pay range for this role is $90,000 - $122,000. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors. This position may include a discretionary bonus based on performance.

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.

Kyocera Document Solutions America, Inc is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable customers to optimize and manage their document workflow, reaching new heights of efficiency. With professional expertise and a culture of empathetic partnership, the objective of the company is to help organizations put knowledge to work to drive change. Kyocera is looking for enthusiastic and innovative people to help our customers run their businesses more efficiently and more profitably.

We offer a generous benefits package including:

• medical, dental and vision plans


• 401k match


• flexible spending


• disability and life insurance


• paid time off and holidays

Kyocera Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply.