Senior Director, Technical Services

3 weeks ago

East Gwillimbury, Canada Kyocera Document Solutions Development America Inc Full time
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 2021. 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.

As Senior Director of Technical Services, you will be responsible for leading and managing the technical support provided by Regional Engineering Managers, System Support Engineers, Product Support Representatives, Technical Support Center, and the National Training Center for North and South America. These teams diagnose, support, troubleshoot, repair, and train all customer segments on Kyocera’s hardware and software solutions. You are responsible for ensuring Kyocera’s 3-tier customer support model is executed efficiently, effectively, and in keeping with a Customer First Principle. You will work closely with design engineers and software development teams in Japan to ensure new products are designed properly and that existing products perform to specifications. You will also work with Product Engineering when an existing product needs a production change, to ensure timely redesign. You are also responsible for ensuring your technical staff is current with the latest upgrades and/or new releases and that all customer channels are made aware of any upgrades, production defects, software enhancements, required maintenance, and specification changes. You may also be involved in large customer installations and custom training programs. You will be the technical lead for planning and supporting Kyocera’s presence at trade shows and company events.

You are passionate about wowing customers and driving operational excellence. You will proactively lead this organization to evolve constantly and find new ways to yield positive outcomes by providing strong effective support for our customers. You are a self-starter who is always curious about what can be done better. This means you love looking at data that measures your organization’s performance, and you embrace technology to help make your centers more efficient and effective. You understand that your leadership and your organization’s performance are the face of Kyocera and directly impact Kyocera’s great brand.

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
  1. Lead Kyocera’s Regional Field Engineering Organization as they support and train all of Kyocera’s customer segments.
  2. Lead Kyocera’s Technical Support Center which provides product and software support to all customer segments.
  3. Lead Kyocera’s National Training Center, which develops and administers all technical training of Kyocera’s products and software.
  4. Lead technical writers to develop and maintain all technical documentation of Kyocera’s products and software.
  5. Manage Kyocera’s 3-year product warranty and extended service plans as well as create new plans per the needs of the business.
  6. Manage the communications process to ensure all customer segments have the latest technical product information in a timely manner.
  7. Lead the collection of product reliability data from the field to ensure products meet specification and to support the development of new products.
  8. Proactively evaluate and modify (as needed) departmental processes to maximize staff productivity and optimize customer experience.
  9. Actively develop and manage KPIs to lead all groups within the Service Operations organization.
  10. Ensure an effective customer escalation process is in place across all customer support teams.
  11. Ensure business requirements for system enhancements to each system within the technical support organization are accurate and complete.
  12. Proactively manage and analyze the voice of the customer.
Qualifications

Required:

  1. 7+ years of experience supporting digital imaging products, document management solutions, and software services.
  2. B.S. degree or equivalent work experience.
  3. 5+ years of experience managing technical support teams.
  4. Experience successfully leading a large, distributed multi-disciplined team.
  5. Extensive knowledge of computer programming, data networks, and web technologies/environments.
  6. Passion for operational excellence and driving organization efficiencies.
  7. Experience driving and transforming customer experiences.
  8. Proven track record of driving teams to meet and exceed their goals and KPIs.
  9. Strong organizational, problem-solving, and analytical skills.
  10. Ability to analyze metrics and utilize pivot tables.
  11. Strong written and verbal communication skills.
  12. Excellent interpersonal skills.
  13. Ability to work independently and manage multiple tasks and assignments.
  14. Ability to travel 40% of the time.
  15. Capable of lifting up to 50 pounds and bending down.

Preferred:

  1. B.S. degree in Engineering, business, operations management, or related field.
  2. Experience with ServiceNow or MS Dynamics.
  3. Experience with customer satisfaction platforms like Qualtrics.
  4. Experience developing training materials and conducting training classes.
  5. Experience as a digital imaging product technician/service director.
  6. Experience with defining and capturing technical specifications for design documents or service manuals.
  7. Experience working directly with Japanese OEMs.
  8. Experience with driving design changes to products in production or being developed.
  9. Functional knowledge of different SDLCs and experience writing business requirements for operational support systems.

Note: This 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

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