Field Service Supervisor

Toshiba America Business Solutions, a leader in digital technology, is seeking a Field Service Supervisor supporting the Buffalo, NY, marketplace.

Are you driven by purposeful work and the opportunity to grow your career? Imagine traversing the East Syracuse, NY area and being the hero in every office you step into. Multiple times a day you will be the answer to your clients' issues by bringing innovative, game-changing solutions for their print management needs.

What you'll do

• Supervise daily activities of an assigned Field Service group and ensure user satisfaction, product operability, and company responsiveness.
• Maintain, service, and repair office equipment at customer locations in assigned territories in an effective and efficient manner. This includes but is not limited to scheduling, diagnostics, installation, modifications, upgrades, repair, removal, and retrofits of office products.
• Ensure machines are maintained in a clean and proper manner.
• Complete assigned field calls according to priority while executing proper time management while on field assignment.
• Coordinate with dispatch regarding re-route activity as appropriate. May contribute to supplies sales and passing leads to sales.
• Advise management of problem areas as needed.
• Address escalated calls.
• Maintain service benchmarks set by TBS and industry standards to ensure customer satisfaction.
• Manage car inventory to ensure adequate part levels are available in order to service machines.
• Maintain tools and test equipment to ensure they are in service-ready condition.
• May rebuild components in the shop to develop technical skills for field assignments.
• Practice PM procedures and repair techniques to build proficiency for field assignments.
• Complete service training as required by TBS.
• Complete basic dealer and manufacturer training on specified systems.
• Attend department meetings as required. Supervise performance of assigned staff.
• Ensure service activities are accurately documented according to service practices using automated systems and/or established reports. This includes but is not limited to call, mileage, and expense reports.
• Perform other related duties as assigned.

• High School Diploma or GED.
• 5 years of experience in technical repair and service of copier/office equipment. Demonstrated experience with document management, MFP, and print devices.
• Must have experience providing on-site service and repair to customers.
• Ability to handle complex issues and provide solutions where appropriate.
• Must have some experience in a Lead capacity.
• Strong customer service skills are essential.
• Ability to multitask and prioritize assignments.
• Must be computer literate.
• Must have good communications skills (written and verbal) including tact and diplomacy when dealing with customers.
• Proven record providing and managing a superior customer service experience
• Strong comprehension of small and large format, and color production processes
• Excellent verbal, written, and customer service skills.
• Requires a valid state driver's license.

What's in it for you?

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax spending accounts
• 401(k) plan with company contribution
• Pet Insurance
• Company provided life insurance
• Employee discounts
• Generous paid holiday schedule paid vacation & sick/personal business/volunteer days, Toshiba America Business Solutions, Inc. offers a competitive salary and generous benefits package including the following:
• Group health coverage (medical, dental, & vision)
• Pet Insurance
• Employee Assistance Programs
• Pre-tax spending accounts
• 401(k) plan
• Company provided life insurance
• Employee discounts
• Generous paid holiday schedule and paid vacation & sick/personal business/volunteer days