Company:
Konica Minolta Business Solutions, U.S.A., Inc.
Location: Phoenix
Closing Date: 07/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Overview:
Konica Minolta currently has an exciting opportunity for an RSC Supervisor!
The Supervisor position is a process management, technical mentoring, and HR management position in the Remote Support Center (RSC). The RSC is a centralized group of engineers focused on and specialized at working support tasks remotely for our nationwide client base. The Supervisor position ensures support requests are being handled within the prescribed Service Level Objectives and that RSC engineers are using the pre-defined Standard Operating Procedures.
Please note the working hours required will be Friday - Monday, 8am-6:30pm ET
Responsibilities:
Drive to meet and exceed organizational Service Level Objectives for:Cost per Contact
CSC Utilization
Customer Satisfaction
First Contact Resolution Rate
Employee Satisfaction
Average Speed of Answer
Supervise a team of engineers with a focus on:Client satisfaction
Service Delivery Quality
Mentoring/Coaching
Performance Monitoring Job functions
Manage the delivery process, performance, and quality of remote support services
Improve overall service delivery and quality through training and coaching
Improve efficiencies by analyzing remote support activities and proposing recommendations
Ensure processes exist and, when possible, are standardized and repeatable
Review, train, implement, and enforce Standard Operating Procedures
Ensure service levels are achieved and aligned with client agreements
Ensure customer expectations are met or exceeded
Frequently review individual metrics with team members
Identifying coaching or training opportunities to improve individual performance
Deliver annual performance reviews to RSC engineers
Provide management with performance reports
Measure, monitor and work to drive down call and task levels
Act as a liaison with Regional Operations Teams and Regional Service Desk Team Leads
Supervisor are responsible for HR management functions
Excel in the areas of:Remote support skills
Client service skills
HEROES values and corporate citizenship
Professionalism and punctuality
Qualifications:
2 Years of supervisory experience of a technical team or related experience
2 or more years of providing remote support and troubleshooting experience
BA, BS or similar degree in computers/electronics or relevant experience
Knowledge of the following industry certifications is desired:MCTS: Windows Server 2008
1 Core Exam towards MCSA Server 2012
MCTS: Exchange 2010 -1 core exam towards MCSE: Messaging (Exchange 2013)
CompTIA Server+
MCITP: Office 365 Administrator
Cisco Certified Network Administrator (CCNA)
Apple Certified Technical Coordinator (ACTC)
Advanced certifications may be substituted in lieu of the above requirement based on staffing needs.
Strong interpersonal, written and oral communication skills
Strong facilitation, conflict resolution and investigative skills
Adept at reading, writing, editing, and interpreting technical documentation and procedure manuals
Ability to present ideas and solutions in user-friendly language
Highly self-motivated and directed
Proven analytical and problem-solving capabilities
Strong customer service orientation
Experience working in a team-oriented and collaborative environment
About Us:
Konica Minolta’s journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the . The company guides and supports its clients’ digital transformation through its expansive office technology portfolio, including IT Services (), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN’s MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the . The company received Keypoint Intelligence’s BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its . Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World . Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us and follow Konica Minolta on , , and .
EOE Statement:
Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.
Konica Minolta currently has an exciting opportunity for an RSC Supervisor!
The Supervisor position is a process management, technical mentoring, and HR management position in the Remote Support Center (RSC). The RSC is a centralized group of engineers focused on and specialized at working support tasks remotely for our nationwide client base. The Supervisor position ensures support requests are being handled within the prescribed Service Level Objectives and that RSC engineers are using the pre-defined Standard Operating Procedures.
Please note the working hours required will be Friday - Monday, 8am-6:30pm ET
Responsibilities:
Drive to meet and exceed organizational Service Level Objectives for:Cost per Contact
CSC Utilization
Customer Satisfaction
First Contact Resolution Rate
Employee Satisfaction
Average Speed of Answer
Supervise a team of engineers with a focus on:Client satisfaction
Service Delivery Quality
Mentoring/Coaching
Performance Monitoring Job functions
Manage the delivery process, performance, and quality of remote support services
Improve overall service delivery and quality through training and coaching
Improve efficiencies by analyzing remote support activities and proposing recommendations
Ensure processes exist and, when possible, are standardized and repeatable
Review, train, implement, and enforce Standard Operating Procedures
Ensure service levels are achieved and aligned with client agreements
Ensure customer expectations are met or exceeded
Frequently review individual metrics with team members
Identifying coaching or training opportunities to improve individual performance
Deliver annual performance reviews to RSC engineers
Provide management with performance reports
Measure, monitor and work to drive down call and task levels
Act as a liaison with Regional Operations Teams and Regional Service Desk Team Leads
Supervisor are responsible for HR management functions
Excel in the areas of:Remote support skills
Client service skills
HEROES values and corporate citizenship
Professionalism and punctuality
Qualifications:
2 Years of supervisory experience of a technical team or related experience
2 or more years of providing remote support and troubleshooting experience
BA, BS or similar degree in computers/electronics or relevant experience
Knowledge of the following industry certifications is desired:MCTS: Windows Server 2008
1 Core Exam towards MCSA Server 2012
MCTS: Exchange 2010 -1 core exam towards MCSE: Messaging (Exchange 2013)
CompTIA Server+
MCITP: Office 365 Administrator
Cisco Certified Network Administrator (CCNA)
Apple Certified Technical Coordinator (ACTC)
Advanced certifications may be substituted in lieu of the above requirement based on staffing needs.
Strong interpersonal, written and oral communication skills
Strong facilitation, conflict resolution and investigative skills
Adept at reading, writing, editing, and interpreting technical documentation and procedure manuals
Ability to present ideas and solutions in user-friendly language
Highly self-motivated and directed
Proven analytical and problem-solving capabilities
Strong customer service orientation
Experience working in a team-oriented and collaborative environment
About Us:
Konica Minolta’s journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the . The company guides and supports its clients’ digital transformation through its expansive office technology portfolio, including IT Services (), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN’s MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the . The company received Keypoint Intelligence’s BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its . Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World . Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us and follow Konica Minolta on , , and .
EOE Statement:
Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.
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