- Canon Solutions America, Inc.
- Redwood City, CA
- 02-07-2024
Job Description
Position: Client Service Delivery Manager
Company: Canon Solutions America, Inc.
Location: Redwood City, CA
Requisition ID: 30937
Job Type: Full-Time
We are seeking a Client Service Delivery Manager to lead technical and implementation resources at the client site. In this role, you will focus on meeting operational objectives, managing team resources, and developing site procedures. A thorough understanding of Project Management and clients' IT environment is essential to succeed.
Responsibilities
- Directly supervise the Support Team, including task assignment, quality control, and development activities.
- Manage daily Ticket Queue and Installation Support, ensuring customer engagement, issue resolution, and escalation when necessary.
- Review proactive care activities daily and handle escalations to the Service Department.
- Engage with client IT contacts to troubleshoot and resolve issues.
- Oversee staff assignments, workflow, reports generation, and vendor billing processing.
- Solicit customer feedback for service improvement and ensure staff compliance with processes.
- Train, motivate, and manage site personnel for performance improvement.
- Establish developmental goals, conduct performance reviews, and oversee employee training.
- Pursue the development of best practices and update site procedures accordingly.
- Support IMAC process by tracking device moves/removals and new device placements.
- Ensure optimal performance of on-site staff and uphold training/certifications.
Requirements
- 5 years of related management experience with a proven track record.
- Bachelor's degree in a related field preferred.
- Strong technical background and certifications are required.
- Excellent customer service skills and the ability to enhance customer relationships.
- Willingness to travel up to 30% to client sites, including overnight stays.
Company Overview
Canon Solutions America, Inc. is a market leader in printing solutions, focusing on innovation, sustainability, and cost regulation. As a subsidiary of Canon U.S.A., we strive to drive professional innovation and excellence.
We offer a competitive compensation package, including medical, dental, vision, 401(k), and more.