Denitech
  • Service Managers
  • Coppell, TX, USA
  • Salary
  • Full Time

Medical, Dental, Vision, EAP, HAS plus company matching, FSA, STD, LTD, Life Insurance, AD&D, Travel Assistance, Legal Plans,401(k) with Company Match, PTO, Paid Holidays, Employee Discounts, Tuition Reimbursement


Denitech, A Xerox Company is a wholly owned subsidiary of Xerox Corporation, a $11 billion Fortune 500 company.  Xerox is the world's leading enterprise for business process and document management, deploying state-of-the-art technology and solutions.  Xerox provides Denitech the strength and resources of a global operation while maintaining a local presence. With a "Think Globally, Act Locally" mindset, we are able to offer top quality solutions through personalized service to our customers in the Dallas/Fort Worth Metroplex.

Culture:

Denitech is a team oriented company full of ambitious, go getter individuals with a work hard, play hard mentality.  We are looking for dynamic engaging professionals with high customer service aptitude and get it done attitude.  We are one of Texas' leading technology and services company specializing in document workflow solutions, software and office systems. From document management to collaborative communication tools and multifunction systems, we provide the broadest portfolio of technology and services for companies of any size and in any industry. We focus on document-driven companies and industries - from healthcare organizations, manufacturing companies and legal firms to school districts and financial service institutions - spanning all types and sizes.

As a Director of Service, you are responsible carrying out the strategic plans and policies as established by the President by increasing service revenue and achieving corporate goals.  You must ensure the service department is structured to achieve optimal service performance, maintain industry leadership, and meet company's goals.  This role will be responsible for delivering the highest level of customer satisfaction to our client base.  You will build, develop, and manage a service department capable of successfully achieving service plans.  You will ensure that the service department is equipped with the tools and intelligence to achieve and exceed established goals and revenue objectives.

This position serves on the senior management team for business and long-term decisions.  We are looking for a team player who is proactive, strategic, and analytical.  Strong knowledge and understanding of financials is imperative.  Must be responsive to customer needs with a sense of urgency.  Responsive to all inquiries and maintain professionalism at all times.  Must be willing to roll up your sleeves and dive into projects and processes to better understand your team and improve efficiencies.

  • Oversees Technical Service, Technical Training, Customer Care, FM Operations, and Parts & Supplies.
  • Responsible for achieving the annual plan for Service with complete knowledge of service financials, costs, sales, expenses, salaries, etc.
  • Monitors and manages the financial and organizational metrics of the service department on an hourly, daily, weekly, and monthly basis and adjusts the business as required to meet short term and long-term goals of the company, our sales team, and our customers.
  • Tactical Planning to support current client needs and day to day operational requirements.
  • Builds trust based on relationships and high-level of integrity with senior management.
  • Provide high-level vision and leadership to service department.
  • Design and build standardized, accountable procedures, processes, and training for servicing the customer base; work towards a strategic model that allows for achieving Total Customer Satisfaction.
  • Develop, identify, and execute strategies to consistently meet response time, equipment reliability, and other performance indicators and service benchmarks.
  • Directs implementation and execution of service policies and practices.
  • Recommends service strategies for improvement based on market research and competitive analysis.
  • Sets service targets and accurately forecast annual, quarterly, and monthly revenues.
  • Evaluates success of service programs and implements changes to ensure goals are achieved.
  • Ensures that the service team is customer focused and leads the continuous improvement process.
  • Responsible for ensuring service technicians and service staff receive effective training and coaching on all products within their realm of responsibility.
  • Encourages and builds positive relationships and communicates effectively with all co-workers and outside customers and vendors.
  • Maintains a structured, disciplined, high-energy and results-driven service model.
  • Analyzes and responds to changes in the competitive landscape.
  • Analyzes and provides direction based on market trends, industry issues, and customer service.
  • Initiates process improvement discussions and establishes/communicates solutions.
  • Conducts self at all times as the public image of the company in accordance with the Employee Code of Conduct.
  • Maintain proper staffing levels by interviewing, hiring and training employees; plans, assigns and directs work activities; conducts performance reviews, rewards and disciplines employees as needed.
  • Motivates and develops employees to perform at their highest level; resolving issues and addressing concerns.
  • Identify problems, recommends and implements corrective action as required and monitors results to ensure resolution of employee issues.
  • Provide customer satisfaction through monthly, quarterly, etc., meetings with our large accounts.
  • Strategize with sales managers and/or VP of Sales on pricing, delivery, and execution of large bids, RFPs, etc.
  • Meeting with direct reports on weekly basis to review service benchmarks, calls, staffing, best practices, etc.
  • Provide guidance to sales employees on opportunities for the company.
  • Create an environment where employees can be successful.
  • Keeps attendance and punctuality in good standing.
  • Adheres to all company/department policies and procedures.
  • Maintain a positive work environment.
  • Be a team player.
  • Adhere to the Employee Code of Conduct.
  • Ability to work evening and weekend hours during peak periods.
  • Ability to travel to customer sites, off-site meetings, company relations functions, etc. with short notice.
  • Requires reliable transportation, valid driver's license, clean driving record, and company minimum levels of auto insurance.
  • Other duties as assigned. Management reserves the right to add or delete duties as deemed appropriate.

 

 

Skills Required:

  • Strong electro/mechanical skills with proven skills in troubleshooting.
  • Excellent written and verbal communication skills.
  • Strong relationship management skills with customers, vendors, and personnel within the organization required.
  • Strong organizational skills and ability to use good judgment in performing conflicting demands and managing priorities.
  • Strong initiative with ability to seek out relevant information prior to making timely decisions.
  • Ability to work evening and weekend hours during peak periods.
  • Must have strong ethics and work as an effective, collaborative team member.
  • 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.
  • Strong Teamwork and customer relations skills.
  • Independent work skills and able to work under deadlines.
  • Ability to maintain confidentiality.
  • Ability to learn new skills and concepts quickly and becoming an above average user of all relevant technology/tools.
  • Possess ability to interpret, comprehend, and apply complex material and data to prepare, provide, and convey diversified information.
  • Proactively grows skills and knowledge.
  • Detail oriented and highly organized.
  • Ability to work efficiently with minimal supervision; independent work skills.
  • Ability to work effectively within tight time constraints and handle more than one responsibility at a time.
  • Ability to travel when required.

 

Proficient in Microsoft Office Suite with advanced Microsoft Excel skills.

Ability to search the internet for resources.

Knowledge of eAutomate a plus.

 

Desired Qualifications:

Bachelor's degree (B.A., B.S., etc.) from four-year college or university; or six to eight years related experience and/or training; or equivalent combination of education and experience is required.  Industry certifications a plus.  Minimum 10-12 years of related experience is required.  Experience in the office product or similar industry required.  Minimum of 6-8 years management experience supervising a staff of 25 or more is required.  Track record of professional growth with a progression of positions of increasing responsibilities.

 

Company Perks:

  • Employee/Company discounts
  • Educational Assistance
  • 401K plus company match up to 75%
  • Paid Time Off and Holidays

 

Denitech
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