Client Service Supervisor - Device Maintenance

Client Service Supervisor

Client Services Supervisor- Device Maintenance Location: US-PA-Philadelphia

The Client Services Supervisor will lead a team of CSR IIIs, coordinate maintenance schedules, manage vendor relationships, and serve as the primary point of contact for escalated printer-related issues. This role ensures that all printer maintenance activities are performed efficiently, service level agreements (SLAs) are met, and client satisfaction is maintained.

Your Impact:

• Supervise and coordinate daily printer maintenance operations across client locations.
• Provide back-up support for CSR IIIs; basic break-fix services on a fleet of print devices, including Ricoh, Xerox, and HP models. Hands-on experience with replacing consumables and maintenance components such as rollers, fusers, and maintenance kits.
• Monitor and ensure timely resolution of printer service requests and incidents.
• Maintain inventory of printer supplies, parts, and consumables.
• Train and support CSRIIIs.
• Handle escalations.
• Continuously improve service delivery processes and client satisfaction.

Supervision and Employee Relations:

• Ensures performance improvement through a scheduled plan to train, motivate, develop, and manage site personnel.
• Determines developmental goals and conducts periodic performance reviews with direct reports.

Client Relationship Management:

• Develops and manages the relationship with the daily and senior level administrators through formal and informal meetings.
• Resolves complaints escalated by the customer or other end users in a timely manner.

People Management and Development:

• Ensures effective performance management with direct reports and oversee the overall process.
• Ensures effective two-way communication with direct reports and within area of responsibility.

Equipment Knowledge and Care:

• Establishes a working familiarity with equipment capabilities; maintains all equipment to manufacturer's specifications.
• Keeps abreast of technical knowledge and skills of hardware and software through consultation, class instruction, manuals, self-training and exchange of information.

Administration and Reporting:

• Maintains targeted levels of profitability.
• Manages and controls inventory and assets.

Results Expected:

• Responsible in maintaining compliance with established standards and policies for the operation, managing and developing site human resources, as well as meeting site financial goals.

About You: The Skills & Expertise You Bring:

Please note: This is a customer-facing role, and requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19.

In accordance with applicable law, we are providing the anticipated rate for this role: $50,020 - 68,700/year.

This position will support our customers various site locations in Philadelphia, PA.

- Requires 5 years of related experience and management of two or more regular full-time employees; bachelor's degree in a relevant field preferred.

- Associates degree or equivalent required.

- Strong customer service and communication skills are required.

- Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.

- Single Site Responsibility may require minimal travel (valid driver's license and acceptable driving record necessary).

- Multiple Site Responsibility may require up to 15% travel (valid driver's license and acceptable driving record necessary).

- Must be able to lift up to 50lbs.

- Knowledge of ServiceNOW software preferred.

Company Overview:

About our Company - Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $29.4 billion in global revenue, its parent company, Canon Inc. as of 2023 has ranked in the top-five overall in U.S. patents granted for 38 consecutive years*. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To learn more about Canon, visit us at www.usa.canon.com.

Who We Are:

Where Talent Fosters Innovation. Do you want your next professional experience to be filled with purpose and opportunity, world-class team members, and impactful work? Driven by our mission of exceeding customer expectations with our technologies and enriching the lives of our local communities and staff, we are a phenomenal team working collaboratively toward common goals. Our employees have a strong work ethic, creativity, and a cooperative spirit. We believe in integrity, respect, empowerment, and making a difference in the communities we serve. There is a strong sense of pride in what we do individually and together as a team. Join us and discover what it means to work for a global digital imaging leader with an unparalleled reputation for quality and innovation.

What We Offer:

You'll be joining a leader in digital imaging and innovation with an immense opportunity to make an impact and create your own rewarding career. We demonstrate commitment to our employees by offering a full range of rewards, including competitive compensation and benefits. And Even More Perks!

• Employee referral bonus
• Employee discounts
• "Dress for Your Day" attire program (casual is welcome, based on your job function)
• Volunteer opportunities to give back to our local community
• Swag! A Canon welcome kit and official merch you can't get anywhere else

A Canon U.S.A., Inc. offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at https://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation.

We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor. You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If you are not reviewing this job posting on our Careers' site https://www.usa.canon.com/about-us/life-at-canon, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at https://www.usa.canon.com/about-us/life-at-canon.

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Workstyle Description:

Full-Time On Site - This position requires full-time presence at your assigned office(s)/worksite(s)/territory on your scheduled work days.