Please contact your Administrator to change your authorization settings.
| Requisition ID | 27489 |
| Category | Administrative/Clerical |
| Position Type | Full-Time |
Responsible for managing technical & implementation resources based at client site. Focus on meeting all operations objectives, mobilizing team resources, assisting in the development of site procedures. Solid understanding of Project Management, and clients IT environment.
- Direct supervision of Support Team, including task assignment, quality control and development activities.
- Daily Ticket Queue Management & Installation Support, including customer engagement, issue resolution and escalation as required.
- Daily review of proactive care activities.
- Escalation to Service Department as required.
- Engagement with client IT contacts as required to troubleshoot and resolve issues.
- Schedules assignments for staff and manages the daily workflow.
- Oversees the generation of daily and monthly departmental reports.
- Oversees the processing of external vendor billing.
- Solicits customer feedback and ideas for service improvement.
- Monitors and ensures staff compliance with established processes and procedures.
- Trains, motivates, develops and manages site personnel for performance improvement.
- Reviews Monthly Service Performance Reports with client.
- Establishes developmental goals and conducts periodic performance reviews with direct reports; monitors performance reviews of indirect reports.
- Oversees employee training and staff development.
- Oversees efficient and economical utilization of equipment, materials and labor.
- Proactively pursues the development of best practices and updates site procedures accordingly.
- Supports IMAC process by providing daily report activities of device moves/removals and tracking of new device placements.
- Ensures optimal performance of on-site staff and training/certifications are up to date.
Please note that this is 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 addition, please note that this role requires services to be provided in New York City. Accordingly, per applicable NYC law, the individual performing this role must be fully vaccinated against COVID-19, and provide proof of vaccination to the Company prior to the start date, unless the Company grants an exemption based on a disability/medical condition, pregnancy, childbirth, lactation, religious beliefs or observances, or status as a victim of domestic violence, stalking, or sex offenses.
Requires 5 years of related experience and management of two or more regular full-time employees; bachelor's degree in a relevant field preferred.
- Technical experience and/or certifications required.
- Strong customer service skills to generate customer relationships through listening and learning channels such as discovery conversations, issue management and resolution processes and regular check-ins to ensure resolution is satisfactory.
- Identifies opportunities to improve the customer experience with Canon.
- Respectfully shares customer opportunities for improvement with Canon teams as appropriate.
- Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.
- May require up to 30% travel to client sites, including overnights (valid driver's license and acceptable driving record necessary).
Canon Solutions America 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/internet/portal/us/home/about/careers/benefits-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.
We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans.
If you are not reviewing this job posting on our Careers' site csa.canon.com/careers, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at csa.canon.com/careers.
#CSA