Supervisor, Technical Support

  • Konica Minolta
  • Ramsey, NJ 07446, USA
  • May 28, 2021

Job Description

Konica Minolta Business Solutions U.S.A., Inc., a global Fortune 1000 company and one of Forbes 2017 America’s Best Large Employers, is transforming the way we all do business. From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to drive innovation and make work possible from anywhere at any time. Our award-winning products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards. At Konica Minolta, you'll work for an amazing technology company with growth opportunities, great benefits and talented, passionate co-workers. Position Objective Konica Minolta currently has an exciting opportunity for a Supervisor, Tech Support! Essential Job Functions Primarily responsible for ensuring a premier customer experience for all contacts with the SSD’s Contact Support Center (CSC) Accountable for providing outstanding service which meets or exceeds quality, time service Develop, coach and motivate a team of Advisors to ensure all key metrics are delivered Provide an inclusive environment that promotes employee engagement and development at all levels using the performance management process; using creativity and innovation to provide the training and skill maintenance programs required to meet and exceed customer needs Ensure department compliance with all quality management systems guidelines Lead or participate on work teams that identify and execute plans that result in new or improved operations/programs Act as interim or back up to Call Center Operations Manager when required Competencies (Knowledge, Skills and Abilities) Customer focused. Champions change, speaking for the need and compelling rationale for changes implemented Demonstrated excellent people and relationship management skills Demonstrated coaching skills and proven ability to lead others Ability to lead a multi-functional, cross-organizational work team(s) Strong interpersonal and communication skills (written and verbal) Demonstrated problem-solving and decision-making skills Ability to establish priorities and handle multiple assignments concurrently with minimal direction in an evolving work environment Excels at building partnerships and working as a team. Thorough understanding of customer service, call center core processes and total quality management philosophies and practices Demonstrated ability to develop and maintain a highly dedicated and diverse work force Prefer strong Konica Minolta business knowledge, previous experience providing technical support of KMBS products and familiarity with all SSD Customer Support Center workflow processes Proficient PC skills to include Microsoft Office Must exhibit strong ability in communication, leadership and hands-on mechanics and customer service Experience, Educational Reqts and Certifications Minimum of 7 (seven) years of industry related experience required Minimum of 2 (two) years of managerial experience required Minimum of 9 (nine) years’ work experience required 5 (five) years of supervisory experience preferred 7 (seven) years of technical experience preferred Six Sigma Call Center certify is a plus Konica Minolta Offers: Outstanding benefits package (including medical, dental, vision, life insurance) 401(k) plan with matching company contribution Generous holiday and paid time off schedules Tuition Assistance Program Employee Referral Bonus Program Ongoing professional development training Visible, exciting work supporting sales of cutting edge technology and workflow solutions. Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.™ 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.