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OverviewManages a team of Technicians who provide post-sales technical support and/or fleet support for Canon Solutions America’s external customers (and where applicable, for employees such as Field Technicians or on-site representatives). Responsible for the day-to-day management of Help Desk team members who provide support to CSA end users. Responsible for ensuring quality delivery and maximized productivity of the Representatives and Technicians in the Center.ResponsibilitiesPrimary Responsibilities:
Responsible for day to day management of the support center team and operations.
Staffing: Maintain appropriate staffing levels, scheduling and coverage during operating hours.
Customer Satisfaction: Ensure customer encounters are maintained at the highest level of customer satisfaction.
Measurement & Reporting: Maintain reporting and measurement for individual and team performance.
Mentoring: Mentor team for customer service and technical execution excellence.
Escalation: Serve as a senior-level technical escalation point within group.
Documentation: Ensure proper documentation is maintained for operational processes and procedures.
Education & Training: Ensure individual education and training plans are created and executed against.
Additional Responsibilities:
Supervise, coach and develop assigned personnel to ensure departmental goals and objectives are met or exceeded.
Continuously monitors performance results tracked through systems.
On-boards new customers and services to expand the customer and solutions based supported by CSA.
As necessary participates in call queue acting as a technician in an effort to reduce hold times.
Acts as an agent for change - suggests, implements and delivers continual improvement of the department tools, process and procedures for more efficient and effective operations.
Qualifications
Bachelor's degree (or equivalent experience and High School Diploma) required.
May require up to 10% travel (valid driver’s license and acceptable driving record necessary).
Ability to work remote for business continuity.
Variable shift schedule coverage and overtime as required.
Though not required, the following certifications are highly desirable –ITIL, KCS.
Company OverviewAbout our Company - Canon Solutions America provides industry leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With the technology offerings of the Canon and Océ brands, Canon Solutions America helps companies of all sizes find ways to: improve sustainability, increase efficiency, and control costs in conjunction with high volume, continuous feed, digital and traditional printing, and document management solutions. A wholly owned subsidiary of Canon U.S.A., Inc., Canon Solutions America is headquartered in Melville, N.Y. and has sales and service locations across the U.S.Canon Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, profit sharing, success sharing, educational assistance, recognition programs, vacation, and much more.We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans.If you are not reviewing this job posting on our Careers’ site, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at.#CSAPosting Tags#CSACB #LI-TM1Requisition ID 22035Category Information TechnologyPosition Type Full-Time
Vacancy caducado!