Regional Service Manager

Overview:SymQuest, a Division of Konica Minolta, currently has an exciting opportunity for a Regional Service Manager!Responsibilities:Manage Field Service Teams and Setup Shop Teams within assigned region to deliver excellent customer service to all of our clientsManage delivery of proactive and superior equipment maintenance services to clients in a geographic region through an assigned team of service and shop technicians to ensure client satisfaction and retention. Manage team of in-house shop technicians who are responsible for the set-up of new and used/rental multi-functional output products, printers and other document solutions. Maintain proper staffing levels to ensure delivery of high tech, high touch client satisfactionMeasure performance, develop, and coach direct reportsAchieve established team performance standards for service excellence and productivity. Development, measurement and reporting of all key metrics in all assigned territories including, but not limited to:Equipment uptimeService net calls/recallsFirst Call EffectivenessService call cycle timesParts used in the fieldParts costCustomer response timesUtilizationEscalationsEquipment set up cycle timesEquipment set up productivityEquipment set up quality and length of time to first service callWork with other regional manager(s) to develop a unified strategy and consistently share vision and initiatives with all teamsParticipate in industry best practice groups while managing to and meeting industry benchmark modelsContinual development and review of processes and procedures to improve the delivery of service, the control of quality, and the maximization of techniciansWork with internal IT to ensure stability and dependability of line of business applications that are required for our teams to carry out day to day tasksManage internal marketing campaigns related to Service Sales business to achieve annual growth targetsWork with the Vice President of Service and Operations to create a business plan, internal marketing plan, training schedule and budget for the service operationQualifications:Industry experience a must5+ years' experience managing10+ years industry experienceField service management experience a plus

Created: 2025-01-23