Field Service Director manages field service personnel to provide effective on-site support and technical assistance with various products or equipment. Plans and oversees installation, troubleshooting, and maintenance of products/equipment to ensure proper function and maximize uptime. Being a Field Service Director oversees the scheduling and training of field service representatives. Handles service contracts and directs support services. Additionally, Field Service Director develops methods, guidelines, and policies to facilitate efficient service delivery. Reviews service reports to monitor service performance and enhance customer satisfaction. Ensures all customer issues are satisfactorily resolved, utilizing engineering, manufacturing, and other teams as needed. Requires a bachelor's degree. Typically reports to a director. The Field Service Director typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. To be a Field Service Director typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. (Copyright 2024 Salary.com)
When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability and a sense of urgency all while putting knowledge to work to drive change.
As a Field Service Technician, you will maintain optimum operation of copier and digital copiers/printers via preventive maintenance and emergency repairs. Install necessary parts, maintenance kits, factory modifications and perform adjustments as directed by manufacturer(s).
The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.
· Respond (arrive) and complete open service call tickets to achieve KDS West productivity and quality standards
· Maintain optimum equipment performance per manufacturer maintenance and repair procedures
· Report poor or suspect machine performance to KDS West Field Supervisor or Service Director at first suspicion
· Maintain accurate inventory of parts shipped to and stored in personal vehicle inventory
· Conduct and report accurate parts inventory on a quarterly basis or as required by KDS West
· Provide a minimum of Level 1 connectivity support (for contact devices) to customer and, or customers designed network support department
· Provide on-going key-operator training to enhance user productivity, increase machine uptime and reduce service tickets
· Provide customer assistance with loading paper, staples, adding toner and, or any other key-operator function as required and, or proactively as schedule allows
· Perform courtesy calls and, or provide all necessary documentation
· Adhere to KDS West codes of conduct
Required:
· Minimum 3 years mechanical and electrical support experience, within office product industry required
· Minimum 2 years’ experience with KYOCERA office products required
· Network connectivity skills sufficient to conduct new installations without assistance and interface with customers IT contacts. Must also be able to provide network connectivity assistance to KDS West teammates and customers including remote assistance
· Ability to travel to and from customers within KDS West Branch customer base
· Ability to read and follow technical schematics and service manuals
· Computer skills including a working understanding of basic network connectivity, print drivers. Hardware and common service skills
· Excellent electrical and mechanical troubleshooting skills
Qualifications
· Analytical thinking and problem-solving abilities.
· Exemplary written and verbal communication skills
· Able to work unscheduled hours or attend to client after hours and assist out of assigned territory on occasion as needed.
· Detailed knowledge of computer and copier management software such as MS Office.
Required:
· Valid driver’s license required and reliable transportation
· Physical requirements: ability to bend, lift 50 pounds
· Strong customer service skills
Preferred:
· A Certification, Network or equivalent
· Minimum 2-year experience with KYOCERA office products required
Note
This is a general description of the duties and responsibilities most frequently required of this position. The company may from time to time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.
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