Printer Service Manager
2 weeks ago
Position Overview:
Microserve is a leading provider of printing solutions, dedicated to delivering high-quality printing equipment and exceptional service to our clients. We specialize in providing comprehensive printing solutions tailored to meet the diverse needs of businesses across various industries.
Job Description:
We are seeking a highly skilled and motivated Printer Service Manager to join our team. The Printer Service Manager will be responsible for overseeing all aspects of our printer service operations, including managing a team of service technicians, ensuring timely and efficient resolution of customer issues, and implementing strategies to improve service delivery and customer satisfaction.
Key Responsibilities:
Manage a team of service technicians, including hiring, training, and performance management.
Develop and implement service procedures and policies to ensure consistent and high-quality service delivery.
Monitor service performance metrics and implement strategies to improve efficiency and effectiveness.
Coordinate with sales and customer support teams to ensure seamless communication and resolution of customer issues.
Develop and maintain relationships with key customers and partners to ensure customer satisfaction and retention.
Stay up-to-date on industry trends and best practices to continuously improve service offerings.
Prepare and present regular reports on service performance and key metrics to senior management.
Success Measurements:
Customer satisfaction and retention
Staff retention
Profitability of Manage Print services, and cost management
Success Factors:
Continuous improvement of internal operations
Meet customer KPI’s and SLAs
Reduction of staff turn over and increased morale
Qualifications:
Strong leadership and management skills, with the ability to motivate and develop a team.
Excellent communication and interpersonal skills, with the ability to build rapport with customers and team members.
Solid understanding of printer technology and troubleshooting techniques.
Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
Experience with CRM software and service management tools is a plus.
Demonstrated understanding of IT infrastructure related technologies and projects
Experience working for an IT services provider supporting multiple clients strongly preferred
Preferred:
Bachelor’s degree in business administration, engineering, or related field.
Experience with other types of IT service delivery, such as managed End user compute services, IT infrastructure & cloud related services, outsourced IT operations, and staff augmentation for example are also strongly desirable
Experience in the management of end-user compute is preferred
ITIL training and/or certification is an asset
Experience with P&L responsibility is preferred
About us:
At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in, Victoria, Edmonton, and Calgary, we employ over team members, and are one of the largest technology solutions providers, recognized for our ability to deliver and innovate to meet the changing needs of our clients.
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