Field Manager, Field Services

 

POSITION PROFILE

Leads, manages, and supports a team of service technicians. Responsible for the timely, cost-effective, and quality delivery of product service to Ricoh product end users. Ensures a high level of external customer satisfaction and achievement of service goals and objectives.

Job Duties and Responsibilities

Provides daily direction and support to a team of technicians to ensure the timely, cost-effective, and quality delivery of product service to end users. Ensures a high level of external customer satisfaction. Enables and maintains a positive and productive work environment. Spends a minimum of 75% of time in the field reviewing technician's work habits and customer interactions. Provides leadership and guidance to improve technician's territory management skills, overall technical skills, and customer relations skills through scheduling appropriate training. Organizes resources (headcount) and work assignments to gain maximum efficiency and job enrichment (e.g., work teams, territories, special assignments). Provides timely responses to customer inquiries and complaints and ensures compliance with agreed-upon customer requirements. Works with assigned accounts reporting overall performance, promoting Ricoh solutions, and clearly articulating the Ricoh value proposition. Inspires and motivates team members to deliver excellent customer service through the ON-Track performance management program. Prepares and delivers timely and accurate performance appraisals for all direct reports. Maintains positive and productive relationships with other functional groups. Provides counsel, direction, and opportunities to employees to assist in improving their performance on their current job and in preparation for future responsibilities. Ensures maximum service profitability through monitoring and management of parts consumption and departmental expenses. Provides proper direction to support team/district achievement of service goals and objectives, including all productivity KPIs. With approval, recruits, interviews, and hires new technology service technicians. Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

Requires an associate degree or college-level courses in business management; a 4-year college degree is desirable. Requires a minimum of 6 years of related experience. Position requires a current valid driver's license. Must meet the company's driving certification standards at all times (with respect to driving record).

Knowledge, Skills, and Abilities

Requires computer literacy with sound application knowledge and skill. Possesses leadership ability and fundamental supervisory skills. Possesses excellent interpersonal and communication skills. Possesses excellent customer service skills, including the ability to follow up to ensure closure of issues. Possesses strong organizational skills and analytical ability. Possesses a well-developed sense of tact and verbal proficiency. Possesses excellent written communication skills.

Working Conditions, Mental, and Physical Demands

Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise. Depending on assignment, some overnight travel may be necessary. Visits customers in a variety of locations (e.g., office, construction site, manufacturer, the customer's home, etc.) and regularly requires exposure to various weather conditions. Requires frequent contact with both internal and external customers. Work assignments are diversified, with examples of past precedent generally used to resolve problems. New alternatives may be developed as necessary. Work has stress due to the direct relation between service delivery and customer satisfaction. Some physical effort is required; lifting and carrying items weighing up to 50 lbs. and up to 400 lbs. to move objects on wheels. Requires regular use of a computer and calculator to access customer base information and analyze statistical data.