Service Manager (Production Print)

Konica Minolta Business Solutions was founded in 1873 and now employs over 30,000 individuals globally. As a global technology leader, we have the history, the products and the innovation for success. Encompassing in all areas of imaging, we have (5) Major Divisions; Business Technologies, Optics, Medical Imaging, Graphic imaging and Sensing.

To be a trusted advisor of high quality document management solutions and services that creates new value for our clients and is a company that can attract, recruit and retain smart talented employees.

To build a high performance culture and increase efficiencies in our business operations. As one team, executing a single strategy, we will challenge status quo, and create outstanding value and performance for all our customers and their customers.

Manage, mentor and coach a team of Customer focused professionals, improve Service process efficiencies and enhance the KMBS Customer experience.

SUMMARY OF KEY RESPONSIBILITIES

1. Manage, mentor and coach - Improve the competency levels of all Service staff on a technical and work ethic aspect
2. Improve process efficiencies - Analyze and improve the day to day processes to streamline the workflow and improve productivity
3. Enhance KMBS Customer experience - Increase the level of Customer satisfaction and become the top Customer focused supplier in the market
4. Improve MIF retention - Focus on and implement all initiatives to grow and maintain our market share

KEY RESPONSIBILITIES / DUTIES

Manage, mentor and coach

• Responsible for reviewing quality and quantity of Service productivity
• Ensure the training is requested and attended by all relevant staff.
• Review and coach all Service staff on CIP’s
• Communicate and encourage growth and career planning

Improve process efficiencies

• Analyze service processes to improve efficiencies and promote cost reduction
• Participate and encourage Sales/Service meetings
• Monitor progress and promote field focus and adherence in cost saving modifications.
• Responsible for reviewing Service Level Agreements for Branch compliance

Enhance the KMBS Customer experience

• Respond in person immediately to all Customer concerns that require managerial intervention
• Ensure the all Customer receive an ETA call prior to site visit
• Be proactive in customer care by weekly team customer reviews
• Achieve goal of 88% 1st call fix ratio for team

Improve MIF retention

• Support and participate in Lead program initiative
• Ensure that all Customers receive a visit by a technician at least twice per year
• Participate in Client visits on a monthly basis to promote customer relationship and retention

SKILLS/QUALIFICATIONS

• A  college diploma in technical or related field
• Minimum 5 years previous experience as Service Team Leader
• Good communication and presentation skills
• Ability to lead and motivate
• Ability to accommodate shift hours
• A creative and strategic thinker; able to manage long- and short-term initiatives concurrently
• A team player with a proven problem solving ability, time management and prioritization skills
• Detail oriented, possessing strong analytical skills and the ability to work self-managed and collaboratively as part of a team
• Able to excel in a changing environment
• Bilingual (English/French) is preferred
• Competency  with MS Office suite
• Own vehicle with  a valid driver’s license

MEASURE OF SUCCESS

• Recognized a leading Service provider
• Customer/Stakeholder satisfaction based on survey
• Management of Service Level Agreements compliance
• Creation of successful service process efficiencies
• Sales Improvement by Service value contribution

Position reports to: Regional Service Manager

REFERENCE ID: KMBS-11-4017
POSITION TYPE: Regular, Full time
LOCATION: Calgary or Edmonton, AB
VACANCIES: 1