Field Service Manager

The goal of the Field Service Manager's position is to provide day-to-day leadership to his/her service team. This person will work closely with the Vice President of Service to balance team and individual responsibilities while achieving high team morale.

• Coordinate delivery of equipment maintenance and connectivity services to clients in a geographic area through an assigned team of field service technicians. Achieve established team performance standards for service excellence and productivity.
• Meet the service requirements of a changing machine population, recommend staffing changes.
• Perform and/or coordinate field training and development.
• Perform and/or coordinate equipment field service and technical support as required. Maintain and develop personal technical skills.
• Work with the Director of Operations to coordinate development plans for new hires and existing employees.
• Monitor, track and communicate the daily/weekly/monthly personal/team goals.
• Proactively manage technician call volume to ensure that our field service team is meeting our guaranteed response times and meeting first call effectiveness and recall metrics.
• Effectively handle and resolve client complaints following our established call escalation process.
• Willing to be measured and to measure the performance of the team.

People Managed
This position will be directly responsible for 5-6 field employees within the service department. Responsibilities to include recruiting, interviewing, hiring, training, developing and technically supporting employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems both within the team or with clients within the assigned territory base.

• High school diploma or general education degree (GED); or six to twelve months related experience and/or training; or equivalent combination of education and experience.
• Demonstrates excellent customer service skills
• Ability to clearly communicate with others

• Industry experience desirable on the following:

  • Multi-Functional Document Output Products
  • LaserJet Printers

Knowledge, Skills, and Abilities

Problem Solving: Resolves problems in a timely manner; gathers and analyzes information skillfully; doesn't stop at the first answer, investigates the issue thoroughly.
Customer Focus: Acts with customers in mind; dedicated to meeting internal and external customer expectations.
Communication: Listens to the needs of each customer ("A customer is anyone who asks of you") and clearly shares their needs with the appropriate group.
Teamwork: Balances team and individual responsibilities; gives and welcomes constructive feedback; contributes to the group with a positive attitude.
Organizational Support: Completes tasks accurately and on time; follows guidelines of policy and procedure.
Quality: Demonstrates accuracy and thoroughness with tasks; looks for ways to improve our processes always focusing on quality; Applies feedback to improve performance.
Attendance/Punctuality: Is consistently at work and on time; ensures responsibilities are covered when absent.
Composure: Maintains focus when handling difficult or challenging customers; handles pressure and stress maturely.

Computer Skills: To perform this job successfully, the candidate should have a strong working knowledge of the Microsoft Suite. (Word, Excel and Internet Explorer). This role will need to learn aspects of the company's line of business application.

This posting reflects an existing vacancy that we are actively recruiting for.

Cette annonce correspond a un poste actuellement vacant pour lequel nous recrutons activement.

About Konica Minolta

Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansiveIntelligent Connected Workplaceportfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta's 20thanniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact," and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta's bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to beranked on the Forbes 2025 America's Best Large Employers list, included on CRN's MSP 500 list numerous times; recognized as the#1 Brand for Customer Loyalty in the MFP Office Copier Marketby Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence's BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for itsbizhub One i-Series. For more information, please visit Konica Minoltaonlineand follow it onFacebook,YouTube,LinkedInandTwitter.

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such assales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Au sujet de Konica Minolta

Solutions d'affaires Konica Minolta (Konica Minolta) a entame son parcours il y a plus de 150 ans, avec la volonte de voir et de faire les choses autrement. Elle fait equipe avec ses clients pour donner forme a leurs idees en appuyant leur transformation numerique grace a un riche portefeuille de solutions pour un milieu de travail connecte et fute. Parmi ses technologies d'affaires, on retrouve des services de TI, la gestion intelligente de l'information, des solutions de securite video et des services d'impression geres ainsi que des technologies de bureau et des solutions d'impression industrielle et commerciale. L'annee 2025 marque le 20e anniversaire de l'entree de Konica Minolta dans le marche de l'impression de production; l'entreprise souligne 20 annees d'excellence, d'innovation et de resultats tout en continuant d'etre une figure de proue dans l'impression numerique commerciale. C'est aussi l'annee ou la marque bizhub de Konica Minolta celebre ses 20 ans, au cours desquels la gamme a revolutionne la technologie de bureau, redefini les processus des entreprises, et evolue continuellement pour repondre aux besoins des milieux de travail modernes, mue par les avancees technologiques et la volonte d'innover. Konica Minolta est fiere de faire partie du palmares 2025 des meilleurs grands employeurs d'Amerique de Forbes, d'avoir figure a plusieurs reprises au palmares CRN des 500 fournisseurs de services geres, d'avoir ete nommee la marque numero un en matiere de fidelite des clients sur le marche des appareils de bureau multifonctions par Brand Keys pendant 18 annees consecutives, et de s'etre vue decerner les prix BLI A3 Line of the Year 2021 et 2025 et Most Colour Consistent A3 Brand 2021-2023 de Keypoint Intelligence pour sa gamme bizhub One i-Series. Pour en savoir plus, rendez-vous sur le site de Konica Minolta et suivez l'entreprise sur Facebook, YouTube, LinkedIn et Twitter.

Konica Minolta fonctionne selon un modele de services partages nord-americain qui permet d'harmoniser les priorites transfrontalieres et d'ameliorer la prestation de services aux organisations operationnelles. Le modele combine des fonctions de service americaine et canadienne afin d'offrir davantage de ressources aux services de soutien comme l'administration des ventes, la logistique et la chaine d'approvisionnement, le marketing, la planification des produits, la finance, les TI, les RH et les services juridiques.

Salary Disclaimer

Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate's skills, experience, jobrelated knowledge, geographic location, and specific business needs.

Salaire- A titre indicatif

Konica Minolta s'engage en faveur de pratiques de remuneration transparentes et equitables. Notre structure salariale est concue pour soutenir la croissance des employes, permettant aux individus de progresser dans la fourchette salariale au fur et a mesure de leur progression. Le salaire de base reel propose variera en fonction des competences, de l'experience, des connaissances liees au poste, de la localisation geographique et des besoins specifiques de l'entreprise du candidat.

AI Disclosure

Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision.

Mention d'utilisation de l'IA

Konica Minolta Business Solutions (Canada) Ltd., ou ses prestataires tiers autorises, peuvent utiliser des technologies d'intelligence artificielle pour soutenir certains aspects du processus de recrutement. Neanmoins, les candidatures sont examinees par notre equipe de recrutement, qui prend toujours la decision finale d'embauche.

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.

Declaration sur l'egalite des chances:

Konica Minolta est un employeur souscrivant au principe de l'egalite d'acces a l'emploi et de l'action positive. Nous considerons tous les candidats qualifies pour un emploi sans distinction de race, de couleur, de religion, de croyance, d'origine nationale, de sexe, de grossesse, d'age, d'orientation sexuelle, de statut de personne transgenre, d'identite de genre, de handicap, d'alienation ou de citoyennete, d'etat civil ou de partenariat, d'informations genetiques, de statut de veteran ou de toute autre caracteristique protegee par les lois applicables

Solutions d'affaires Konica Minolta (Canada) Ltee. est un employeur d'opportunite egale.