Lead, Service

Service Lead

When you join Kyocera Document Solutions America, West 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 2022. 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 a Service Lead, you work closely with the Service Manager or Director to support technicians on call escalation. You will help coordinate delivery and pick up of service loaner equipment as needed. You will also maintain a territory performing normal maintenance and break-fix repairs.

Responsibilities

• Assist fellow technicians with suspect service calls.
• Report poor or suspect machine performance at first suspicion to manager.
• Provide experience and knowledge for technicians to improve reschedule and recall rates.
• Assist technicians with prioritizing service calls.
• Provide on-going key-operator training to enhance user productivity, increase machine uptime and reduce service tickets.
• Manage and maintain a highly accurate car stock parts inventory.
• Keep current with new technology through off-site manufacturer's classes and online training.
• Provide a minimum of Level 1 connectivity support (for contract devices) to customer and, or customers designated network support department.
• Work with service manager or director on scheduling service loaner delivery, and pickup.
• Perform other duties as assigned.

Qualifications

Required:

• Minimum 5 years mechanical and electrical support experience, within office product industry.
• Network connectivity skills to conduct new installations without assistance and interface with customers IT contacts. Must also be able to provide network connectivity assistance to teammates and customers including remote assistance.
• Formal training of at least 10 current models (any manufacturer).
• Minimum training Kyocera or other manufacturer's on-line "connectivity" plan (SSS-1).
• Must be able to install/re-install/diagnose a network MFP (includes scanning).
• Ability to travel to and from customers within subsidiary customer base.
• Ability to read and follow technical schematics and service manuals.
• Excellent electrical and mechanical troubleshooting skills.
• Maintain Annual First Call Fix Rate of 80%.
• Valid driver's license with an excellent driving record.
• Physical requirements: ability to bend, lift 50 pounds.
• Strong customer service skills.

Preferred:

• A+ and/or Net+ certification or equivalent industry experience.

The typical pay range for this role is $46,000-$71,000. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors. This position may include a discretionary bonus based on performance.

Kyocera Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply.