Image Technology Specialists, Inc.
  • ImageTech CN
  • Canton, MA, USA
  • Salary plus bonus
  • Base + Commission
  • Full Time

Full Benefits


ImageTech is the Growth area for Xerox in Massachusetts. We are business consultants specializing in helping companies develop a revolutionary Managed Print Strategy.

GENERAL DESCRIPTION
Responsible for leadership, profitability, outstanding customer service, and direction to all service activity within assigned market. Provide proactive leadership to service team to achieve specific benchmarks in profitability and productivity in line with company vision and values.

OBJECTIVE
* Adheres to all company/department policies and procedures.
* Strives to achieve department goals and benchmarks
* Keeps attendance and punctuality in good standing.
* Presents self in a professional and business manner with co-workers and customers.

Team Cooperation
* Works to support peers and subordinates in attaining their goals.
* Works to support other departments in attaining their goals and objectives.
* Responds to requests in a timely manner.
* Works in a manner to build team spirit, pride and momentum.



DUTIES

ESSENTIAL FUNCTIONS
* Oversees Service Department, IT Technicians, Technical Training, Shop Technicians, and Customer Care/Dispatch
* Meeting with direct reports on weekly basis, informing of service activity, calls, staffing, etc.
* Complete knowledge of service financials, review costs, sales, expenses, salaries, etc.
* Make financial decisions hourly, daily and weekly to plan for immediate, short term, and long term goals of the company, our sales team and our customers.
* Daily and weekly Customer Care Center monitoring of all call center metrics, QA, and remote clears to improve overall customer satisfaction.
* Customer Satisfaction thru monthly, quarterly, etc meetings with our large accounts.
* Add creative thought process to all RFP, Bids, etc.
* Strategize with sales managers and/or VP on pricing, delivery, and execution of every large bid.
* Monthly review of manpower requirements/headcount with the entire organization.
* Provide sales team the best in service employees.
* Provide sales team service to our customers when, where, and how they need it.
* Create environment where employees can be successful.
* Other duties as assigned. Management reserves the right to add or delete duties as deemed appropriate.


QUALIFICATIONS

PHYSICAL REQUIREMENTS
* Ability to work under stress/pressure to meet deadlines and financial objectives.
* Ability to travel to customer sites, off-site meetings, company related functions, etc. with short notice.
* Ability to be able to lift, carry, push or pull up to 50+ lbs.
* Ability to push, pull, twist, grasp and squeeze parts, supplies, tools and equipment.
* Ability to sit for extended periods of time in car, at office, etc.
* Ability to stand for extended periods of time at customer sites, etc.
* Exposure to normal office working environment and warehouse environment.
* Valid dirver's license and minimum level of auto insurance coverage required.

EDUCATIONAL REQUIREMENTS
 Associates or Bachelor's degree in Business or a related field.
* Industry certifications a plus.

EXPERIENCE REQUIREMENTS
* Experience in the office product or similar industry required.
* Minimum of 3+ years management experience supervising a staff of 8+

SKILLS REQUIREMENTS
* Ability to work evening and weekend hours during peak periods.
* Knowledge of OMD, MWA, Soaring a plus.
* Intermediate computer skills including Microsoft Office Products and Internet.
* Excellent written and verbal communication skills.
* Attention to detail.
* Strong customer service skills.
* Must understand the operation, repair, general maintenance and adjustment procedures of all equipment worked on.
* Strong relationship management skills with customers and personnel within the organization required.
* Must be able to work very well and partner with Sales Personnel.
* Strong organizational skills and ability to use good judement in performing conflicting demands and managing priorities.
* Strong initiative with ability to seek out relevant information prior to making timely decisions.
* Critical thinking skills to assist in problem solving.
* High level of analytical ability is required in order to gather and interpret data in solutions where the problems are somewhat complex.
* Must have strong ethics and work as an effective, collaborative team member.
* Ability to handle more than one responsibility at a time.
* Independent work skills and ability to work under deadlines.
* Ability to maintain confidentiality.

EOE - Equal Opportunity Employer

Image Technology Specialists, Inc.
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