Assistant Manager, Service

Overview

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.

In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. has been officially certified as a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do and enjoy the people they work with.

The Assistant Service Manager is responsible for leading and managing a dedicated team of service technicians while supporting overall service operations. This role acts as a hands-on leader, ensuring efficient scheduling, high-quality repairs, and exceptional customer service. The position requires both technical expertise and strong leadership skills to drive team performance and operational success.

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.

Responsibilities

+ Responsible for coaching and developing a team of field service technicians+ Spend 90% of the time in the field supporting technicians, resolving customer issues, and ensuring service quality standards are met+ Monitor technician performance, productivity, and key service metrics (response time, first-call resolution, customer satisfaction)+ Serve as primary point of contact for customer escalations and service-related concerns+ Fill in for technicians as needed by performing service calls, preventive maintenance, and repairs during PTO, staffing shortages, or high service volume periods+ Provide hands-on technical support and escalation assistance for complex equipment issues+ Conduct regular service call audits, ride-alongs, and skill assessments+ Ensure technicians follow company procedures, safety standards, and manufacturer guidelines+ Manage team scheduling, time-off requests, and workload balancing+ Oversee parts usage, inventory levels, and ensure proper tools are available+ Collaborate with the Service Manager and/or Director on departmental goals, staffing needs, and process improvements+ Assist in recruiting, hiring, and onboarding new technicians+ Represent the organization in a business-like manner in conduct and appearance to maximize both customer and employee satisfaction.+ Responsible for the training, skill development and performance management of assigned personnel.+ Coordinate and accompany necessary appointments with regional technical representatives+ Responsible for continued self-development of personnel management, territory management, customer management and interpersonal skills.+ Conduct and ensure timely yearly performance evaluations+ Responsible for assigned teams KPI achievement+ Perform other duties as assigned.

Qualifications

+ 3 - 5 years of prior field experience in business technology industry.+ Excellent interpersonal skills for interaction with management, customers and staff.+ Ability to lead, manage and motivate.+ Formal training of at least 10 current models (any manufacturer).+ Minimum training 2 current KDA or other manufacturer’s on-line apps or “connectivity” courses.+ Valid driver's license with an excellent driving record.+ Reliable means of transportation.+ Proficient with Microsoft office applications.+ Physical requirements: ability to bend, lift 50 pounds.+ Car Insurance Requirements:o Standard Coverage with $1,000 Deductibleso Bodily Injury $100,000 / $300,000o Property Damage $50,000o Collision Deductible $1,000o Comprehensive Deductible $1,000Preferred:+ A+ and/or Net+ certification or equivalent industry experience.

NoteThis 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.

 

Kyocera Document Solutions America, Inc is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable customers to optimize and manage their document workflow, reaching new heights of efficiency. With professional expertise and a culture of empathetic partnership, the objective of the company is to help organizations put knowledge to work to drive change. Kyocera is looking for enthusiastic and innovative people to help our customers run their businesses more efficiently and more profitably. We offer a generous benefits package including medical, dental and vision plans, a 401k match, flexible spending, disability and life insurance, plus paid time off and holidays.

KYOCERA Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, national origin, religion, creed, disability, age, sex, sexual orientation, gender identity, protected veteran status, marital status, or familial status.