Sharp Electronics Corporation

Branch Service Manager

Job Location US-AZ-Tempe
Posted Date 2 weeks ago(7/13/2021 3:53 PM)
Job ID
2021-6525
Category
Service

Overview

Responsible for the overall management of an SBS Branch service organization, ensuring timely, quality service and high level of customer satisfaction.

 

Responsibilities

General Responsibilities:

 

  • Directs the coordination of technical and administrative field service work that may include some or all of a variety of service related activity, i.e., contract maintenance (time and material) service agreement renewals with retained accounts; service dispatch; product installation and repair; and equipment parts and tool inventory maintenance.
  • Establishes branch-level operational policies and procedures for organization activities.
  • Provides technical (functional) and other training opportunities to ensure staff development and effective contribution to the overall operation.
  • Develops and reviews service profit/loss objectives against plan, analyzes the costs/revenues and establishes a proactive cost control containment program to meet profit/loss objectives.
  • Reports on all aspects of service operation, i.e., operating costs, average response time, resolution rates, customer satisfaction data, etc., to corporate organizations as necessary.
  • Develops specific objectives and performance measurements and standards based on benchmarked service studies and recommends staffing requirements in accordance with established guidelines.
  • Integrates the service function with all other local SBS branch departments
  • Plans for new product launches, ensuring appropriate staff is trained, that any special tools and unique parts are readily available prior to installation and that necessary documentation and/or reporting requirements are followed.
  • Maintains close liaison with other service organizations throughout SBS to ensure product service is in tune with all matters that may impact the organization and customer satisfaction.
  • Provides coaching and mentoring of subordinate employees (especially Field Service Managers and Supervisors); providing advice and counsel on employee development and performance related issues.
  • May have organizational budget accountability ensuring expenditures meet corporate requirements.
  • Selects, develops and evaluates personnel to ensure the efficient operation of the function.

 

Supervisory Responsibilities:

  • Responsible for the overall direction, coordination, and evaluation of a Branch Service Department
  • Interviewing, hiring, and training new Service Department employees
  • Planning, assigning, and directing work of service team members
  • Appraising performance of team members, rewarding and disciplining employees as needed
  • Addressing team member complaints and resolving problems
  • Carrying out all other supervisory responsibilities in accordance with the organization's policies and applicable laws.

Qualifications

  • Minimum 7-10 years experience as a Service Technician in copier repair, or similar capacity working with electronics or electro-mechanical equipmment; with minimum one additional year in a Group Lead or supervisory capacity
  • Minimum 3-5 years previous management or supervisory experience
  • Associate degree (A. A.) or equivalent from two-year College or technical school, or equivalent combination of formal education and technical instruction.
  • Net+ certification stongly desired .
  • Strong knowledge of Microsoft Office Products, and basic network theory.
  • Strong understanding of back office systems.
  • Must possess strong communication skills and mechanical aptitude.
  • Proven ability to manage budgets, control costs and analyze cost to revenue ratio for new inititatives
  • Knowledge of Windows and Microsoft Office software products.
  • Valid Driver’s License, and Automobile insurance within company guidelines.

Sharp Electronics Corporation is an equal opportunity employer – minority/female/disability/veteran

 

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