Service Manager

Service Manager

Base Salary: $73K to $85K, depending on experience.

Bonus: MIP Bonus Plan

Auto Reimbursement Program

Toshiba America Business Solutions, a leader in digital technology, is seeking a Manager of Service supporting service and warehouse operation initiatives with direct oversight for the Chicago and Surrounding Marketplaces. Toshiba is an industry leader in equipment, digital displays, document security, and software solutions that keep businesses running brilliantly and efficiently.

Our people bring innovative, real-world solutions for our client's print management needs; we help cut costs, secure documents and reduce the environmental footprint. We are a growing, dynamic organization that needs individuals driven to contribute their professional best.

Summary: Manage a combination of the following service area (s): Field Service, In-house service, Warehouse Operations, and Asset Maintenance.

Service Leadership

• Manage operations to ensure first-call efficiency, reduction of escalation issues, and improved operational effectiveness. Manage customer satisfaction.
• Manage assigned areas to ensure cost-effectiveness and operate within the established budget. Advise executive management as needed and make recommendations for improvements.
• Manage operations to ensure performance standards are met and policies are followed, resulting in high levels of service delivery and customer satisfaction. Ensure service data, updates, and technical bulletins are communicated to and understood by service personnel. Keep abreast of service trends and ensure employees receive appropriate technical training.
• Manage the automated service system in order to track and report on team performance, metrics, and operations. Assess performance standards using service metrics. Identify problem areas based on identified trends and recommend improvements as needed.
• Collaborate cross-functionally and indirectly lead efforts to ensure alignment and effectiveness of support provided to technicians.
• Create a culture of continually exceeding growth targets and improving service levels.
• Perform other related duties as assigned.

Warehouse Operations

• Manage the coordination, handling, storage, transportation, stocking, order filling, shipping, and flow of products through the warehouse area.
• Develop standard operating procedures and best practices for safe and efficient warehouse operations. Ensure low-cost operations by researching and analyzing methods of transportation and inventory movements and make recommendations for equipment and automation improvements in the warehouse.
• Manage inventory control programs to ensure the product is readily available for delivery. Oversee storage space assignment for the most optimal use of the warehouse location.
• Manage inventory and audit schedules as appropriate. Manage data entry into the warehousing system to ensure all records accurately reflect physical inventory.
• Analyze inventory deviations. Develop and maintain inventory reports. Identify problematic areas and develop/implement corrective actions.
• Develop a delivery schedule and coordinate with sales and service to ensure products are delivered on time according to contract commitments. Maintain delivery vehicles and shipping department. Ensure vehicle safety, including DOT rules and regulations for truck safety. Ensure warehouse safety and OSHA compliance.

Qualifications

• Associate degree or equivalent
• A minimum of five years of experience in technical/field service and support operations plus two years of supervisory or Team Leadership experience.
• Must have demonstrated experience managing service offerings.
• The ability to streamline operations and manage competing priorities.
• Strong written, verbal and negotiations skills.
• Valid Driver's License and ability to travel.

Toshiba America Business Solutions, Inc. offers a competitive salary and generous benefits package including the following:

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax spending accounts
• Pet Insurance
• 401(k) plan
• Company provided life insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & sick/personal business/volunteer days

Toshiba America Business Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor.

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email AccommodationRequest@tabs.toshiba.com to request an accommodation.