Service Group Leader (Copier Repair)

We are the machines that produce your morning newspaper, the banners in your local baseball stadium and the color copiers that print out your business proposals. Océ North America does it all.

Océ North America is a global direct sales and service company operating in approximately 80 countries, employing 22,000 people, with approximately 2,400 sales and service personnel nationwide.

The Group Leader’s responsibility is to:

• Lead & train Customer Service Reps (CSR’s) in the field and support service activities that enable them to fulfill company goals.
• Oc’s service department strives to consistently provide excellent customer service, in achieving performance statistics, customer care & responsiveness.
• A Group Leader must be proficient to diagnose problems, troubleshoot and assist CSR's in the repair of all equipment in the field and work collectively with the customer’s IT department to ensure that digital output is performing to specification.
• Océ follows the detailed guidelines of the Value-Added Maintenance Program that is provided for all employees on the company intranet.
• Group Leaders will review the VAMS procedures to ensure complete understanding by the CSR AND execution of the process.
• The position requires fulfilling service expectations promptly and efficiently.
• A Group Leader must have an understanding for people and developing positive customer relationships.

Additional Responsibilities Include:

• Must direct reports to abide by and fulfill the company goals and objectives.
• Drive & attain departmental goals established by Oc management.
• Conduct monthly 1 on 1 review sessions with each CSR on the first of every month to review stats, monthly performance achievements, parts issues, auto stock inventory, challenges with goals & other issues outlined in the Service Review Process provided by BPC General Manager.
• Conduct regular team service meetings to reward, incent, motivate and educate service team.
• Execute and implement product and service training initiatives.
• Provide or facilitate product training for new hires and CSR’s as needed.
• Resolve problems with customers due to service & equipment performance.
• Execute & train on VAMS program for optimal customer service deployment.
• Conduct new product launches for each product introduced to the field.
• Oversee the management of parts and tech supply levels to meet field requirements in Reno & Las Vegas while achieving inventory turn levels established by Oce.
• Execute & train on VAMS program for optimal customer service deployment.
• Conduct new product launches for each product introduced to the field.
• Oversee the management of parts and tech supply levels to meet field requirements in Reno & Las Vegas while achieving inventory turn levels established by Oce.
• Work with Administrative Management in cross functional areas to develop, document and coordinate Customer Service procedures & policies.
• Oversee the support and service of service for all existing product lines.
• Support key customers in Nevada and in some cases to include quarterly visits during the quarterly review process conducted by sales department.
• Manage the development and distribution of product information to the team: Intranet, dealer bulletins, Technical Bulletins, & CSR training updates.

Qualification:

• Proficient in the use of CRM tools - will be trained on the use of OMD to administer & support inventory initiatives, service call dispatching and inputting supply orders for delivery to customers
• Proficient in Internet usage
• Proficient in Windows usage and navigation
• Keyboard skills - minimum 70 words per minute
• Proficient in Lotus Notes and Outlook
• Proficient in Microsoft Office XP to include Word, Excel & PowerPoint. Including formatting, XLS formulas and document creation
• Manual and electronic file organization & maintenance
• High School Degree
• Associate Degree or Higher a plus
• 3-5 years previous work experience

Océ offers a competitive compensation package, which includes:

• Outstanding benefits package (incl. medical, dental, life insurance)
• 401(k) plan
• Generous holiday/vacation schedule
• Tuition reimbursement
• Employee Referral Bonus Program
• Ongoing training opportunities
• State-of-the-art office products

Océ is an equal opportunity/affirmative action employer encouraging workforce diversity (M/F/D/V).