Service Manager
Konica Minolta Business Solutions (Canada) Ltd. - Edmonton, AB

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Manage, mentor and coach a team of Customer focused professionals, improve Service process efficiencies and enhance the KMBS Customer experience.

Major Responsibilities:
- Manage, mentor and coach – Improve the competency levels of all Service staff on a technical and work ethic aspect
- Responsible for reviewing quality and quantity of Service productivity
- Ensure the training is requested and attended by all relevant staff.
- Review and coach all Service staff on CIP’s
- Communicate and encourage growth and career planning
- Improve process efficiencies – Analyze and improve the day to day processes to streamline the workflow and improve productivity
- Analyze service processes to improve efficiencies and promote cost reduction
- Participate and encourage Sales/Service meetings
- Monitor progress and promote field focus and adherence in cost saving modifications.
- Responsible for reviewing Service Level Agreements for Branch compliance
- Enhance KMBS Customer experience – Increase the level of Customer satisfaction and become the top Customer focused supplier in the market
- Respond in person immediately to all Customer concerns that require managerial intervention
- Ensure the all Customer receive an ETA call prior to site visit
- Be proactive in customer care by weekly team customer reviews
- Achieve goal of 88% 1st call fix ratio for team
- Improve MIF retention – Focus on and implement all initiatives to grow and maintain our market share
- Support and participate in Lead program initiative
- Ensure that all Customers receive a visit by a technician at least twice per year
- Participate in Client visits on a monthly basis to promote customer relationship and retention

- A college diploma in technical or related field
- Minimum 5 years previous experience as Service Team Leader
- Good communication and presentation skills
- Ability to lead and motivate
- Ability to accommodate shift hours
- A creative and strategic thinker; able to manage long- and short-term initiatives concurrently
- A team player with a proven problem solving ability, time management and prioritization skills
- Detail oriented, possessing strong analytical skills and the ability to work self-managed and collaboratively as part of a team
- Able to excel in a changing environment
- Bilingual (English/French) is preferred
- Competency with MS Office suite
- Own vehicle with a valid driver’s license

Count on Konica Minolta for:
- Competitive Salary, excellent commission and bonus structure
- Professional Sales Training Development
- Generous benefits including employer contributions to RRSP’s
- Exciting reward and recognition programs
- Career advancement in a fast growing, fast paced global company
- Challenging & Rewarding Work
- Being part of a fun and exciting team that’s passionate about solving our customers problems

Count on Konica Minolta for everything you need for a successful career

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About this company
Welcome to Konica Minolta -- a global business leader in advanced imaging technologies and managed IT solutions, with 37,000 employees and...