Director of Service/Operations

Director of Service-Operations

• Salary Range: $90,000-$110,000 based on experience

• Annual Bonus up to 20%

Director of Service-Operations

Toshiba America Business Solutions, a leader in digital technology, has an opportunity for a Director of Service for the Southern California marketplace reporting to the Lake Forest, CA office (Orange County). Toshiba is an industry leader in equipment, digital displays, document security, and software solutions that keep businesses running brilliantly and efficiently.

Our people bring creative, real-world solutions for our client's print management needs; we help cut costs, secure documents, and reduce the environmental footprint. We are a growing, dynamic organization that has a need for people who are driven to contribute their professional best.

Position Summary:

Direct, plan, and control programs and solutions supporting TBS service offerings that support client/customer care satisfaction, service productivity, parts availability, and company responsiveness. Provide tactical leadership to effectively and efficiently drive customer satisfaction and grow service revenue.

Responsibilities:

• Develop, plan, and implement service management initiatives for assigned area(s), which include a combination of the following: field service, in-house service/solutions/support, dispatch, and parts/inventory management.
• Build customer-centered culture focused on meeting & exceeding customer expectations.
• Support sales in situations where service policies and/or pricing may assist with closing a sale.
• Monitor service costs and expenses to ensure the department operates within budget.
• Develop tactical plans to ensure effective and efficient service operations.
• Develop solutions and recommendations to support budget achievement while maintaining customer satisfaction.
• Develop performance standards and ensure Corporate policies and procedures are followed, resulting in high levels of service delivery and customer satisfaction.
• Maintain Service Guidebook(s) as required.
• Identify opportunities for improvements and implement them accordingly.
• Make recommendations to executive management as needed.
• Understand the client/customer needs and develop service solutions to help ensure account success.
• Oversee automated service systems in order to track and report on team performance, metrics, and operations.
• Identify problem areas based on identified trends and recommend improvements as needed.
• Collaborate cross-functionally and indirectly lead support teams to ensure alignment and effectiveness of support provided to technician field teams.
• Create a culture of continually exceeding growth targets and improving service levels.
• Strong Service programs will result in cost-effective operations and high customer satisfaction.
• Facilitation, partnership, and coordination throughout the region will result in continuity and elimination of duplicate efforts.
• Perform other related duties as assigned.

Qualifications:

• Bachelor’s degree or equivalent.
• Eight years of experience in technical/field service and support operations.
• Minimum of 4 years in a management capacity within a service organization.
• Demonstrated experience managing service offerings with heavy budget responsibility.
• Ability to streamline operations and manage competing priorities of a complex organization.
• Strong written, verbal, and negotiation skills.
• Must have the ability to travel.
• Demonstrated ability to drive results cross-functionally.
• Valid driver's license and vehicle.

• TABS is currently accepting proof of vaccination status on a voluntary basis during the onboarding process.

Toshiba America Business Solutions, Inc. offers a competitive salary and generous benefits package, including the following:

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax spending accounts
• Pet Insurance
• 401(k) plan
• The company provided life insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & sick/personal business/volunteer days

Toshiba America Business Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression, and sexual orientation or any other protected factor.

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email AccommodationRequest@tabs.toshiba.com to request accommodation.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)