Field Services Manager

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Lead, manage, and provide support to a team of service technicians

• Offer daily guidance and assistance to ensure timely, cost-effective, and high-quality service to end-user clients

• Ensure exceptional external customer satisfaction and achieve service goals and objectives

• Foster a positive and productive work atmosphere

• Dedicate at least 75% of time in the field assessing technicians' work habits and customer interactions

• Provide leadership and mentorship to enhance technicians' territory management, technical, and customer relations skills through suitable training

• Organize staffing and work assignments to maximize efficiency and job satisfaction

• Address customer inquiries and complaints while ensuring adherence to customer requirements

• Collaborate with assigned accounts, report overall performance, promote Ricoh solutions, and convey the Ricoh value proposition

• Inspire team members to deliver outstanding customer service through the ON-Track performance management program

• Prepare and deliver timely and precise performance evaluations for direct reports

• Cultivate positive relationships with other functional areas

• Provide guidance, direction, and development opportunities to employees

• Monitor parts usage and departmental expenses to ensure service profitability

• Support team and district in achieving service goals, objectives, and productivity KPIs

• Recruit, interview, and hire new Technology Service Technicians upon approval

• Visit customers in various settings, including offices, construction sites, manufacturers, and homes

• Utilize computers and calculators to access customer information and analyze statistical data

• Perform additional duties as assigned

⛳️ Requirements

• Associate degree or coursework in business management is required; a 4-year college degree is preferred

• A minimum of 6 years of relevant experience

• Current valid Driver's License

• Must consistently meet the Company's driving certification standards regarding driving record

• Proficiency in computer literacy with solid application knowledge and skills

• Demonstrated leadership capability and basic supervisory skills

• Strong interpersonal and communication skills

• Excellent customer service skills, including the ability to follow up to ensure resolution of issues

• Strong organizational skills and analytical capabilities

• Well-developed sense of tact and verbal communication proficiency

• Exceptional written communication skills

• Ability to lift and carry items weighing up to 50 lbs. and move objects on wheels weighing up to 400 lbs.

• Willingness to travel overnight as necessary, depending on assignments

🏝️ Benefits

• Extensive selection of medical, dental, life, and disability insurance options

• Retirement Savings Plan (401K)

• Health Savings Account (HSA)

• Flexible Spending Account (FSA)

• Tuition assistance programs for team members

• Paid vacation time

• Paid holidays each year

• Additional benefits promoting health, wellness, and ongoing personal and professional growth

• Relocation assistance available