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 clients
• Manage 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 satisfaction
• Measure performance, develop, and coach direct reports
• Achieve 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 uptime

Service net calls/recalls

First Call Effectiveness

Service call cycle times

Parts used in the field

Parts cost

Customer response times

Utilization

Escalations

Equipment set up cycle times

Equipment set up productivity

Equipment set up quality and length of time to first service call

• Work with other regional manager(s) to develop a unified strategy and consistently share vision and initiatives with all teams
• Participate in industry best practice groups while managing to and meeting industry benchmark models
• Continual development and review of processes and procedures to improve the delivery of service, the control of quality, and the maximization of technicians
• Work 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 tasks
• Manage internal marketing campaigns related to Service Sales business to achieve annual growth targets
• Work with the Vice President of Service and Operations to create a business plan, internal marketing plan, training schedule and budget for the service operation

Qualifications:

Industry experience a must

• 5+ years’ experience managing
• 10+ years industry experience
• Field service management experience a plus