Director, Service Operations

Overview

When you join Kyocera Document Solutions America, Inc., you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being.” Through this Philosophy, our employees are passionate about providing best-in-class customer service through efficiency, accountability, and a sense of urgency while putting knowledge to work to drive change.

In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. has been officially certified as a Great Place to Work since 2021. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do, and enjoy the people they work with.

As a Director of Service Operations, you will be responsible for establishing policies and procedures that produce superior customer experiences for both internal and external customers when they contact Kyocera for support. You will drive the daily activities of both our Strategic Account Center and our Customer Care Center. You will also be responsible for designing and maintaining a customer-first principle across all center functions and activities. You will be a critical leader within Kyocera, helping us to realize our goal of being the easiest company to do business with. You will be responsible for managing our center resources and specifying business requirements for all systems used in these centers. You are passionate about wowing customers and driving operational excellence. You will proactively lead this organization to constantly evolve and find new ways to yield positive outcomes by providing strong effective support for our customers. You are a self-starter who is always curious about what can be done better. This means you love looking at data that measures your organization’s performance and you embrace technology to help make your centers more efficient and effective. You understand that your leadership and your organization's performance are the face of Kyocera and directly impact Kyocera’s great brand.

The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.

Responsibilities

1. Sell Kyocera products through presentations, proposals, and demonstrations.
2. Achieve monthly sales quota.
3. Maintain a minimum of 5 times monthly quota in 30-day closeable prospects.
4. Maintain a minimum of 10 times monthly quota in 31 to 90-day closeable prospects.
5. Maintain a minimum of 20 times monthly quota in 91-day to 18-month closable prospects.
6. Set a minimum of three new prospect appointments per week.
7. Input all prospects into Sherpa.
8. Conduct a minimum of five Account Reviews per quarter.
9. Conduct a minimum of two Strategic Account Reviews per month.
10. Ensure all sales activity is completed in Sherpa.
11. Provide a monthly report on all account activities and progress through Sherpa.
12. Interact with the designated NARM and the Sales Manager on all bid & RFP requests.
13. Ensure that all machine recommendations are capable of handling customer needs.
14. Provide competitive information on all National Account strategies and activities.
15. Provide a monthly forecast and prospect report.
16. Assure that all customers are satisfied with our service and that we maintain a solid relationship with our customers.
17. Maximize machine placements in large accounts.
18. Upgrade Kyocera machines when needed by the customer.
19. Cooperate with Administration, Service, and National Accounts to ensure that all information pertaining to the customer is accurate.
20. Communicate all problems to the respective Sales Manager.
21. Attend all training functions and review all training material.

Qualifications

1. A minimum of 3 years’ experience selling in the Office Technology Industry.
2. This role will be responsible for a geographic assignment and a list of at least 25 prospective major accounts.
3. Excellent organizational skills.
4. Excellent communication skills.
5. Master’s Club Sales Category 1 or 2.

Preferred:

1. College degree preferred.

Note: This is a general description of the duties and responsibilities most frequently required of this position. The company may from time to time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description. Kyocera Document Solutions / KBA Document Solutions LLC is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly M