Director of Escalation Systems & Support
: Job Details :

OverviewLead and direct the Escalation Systems Support (ESS) team at the highest level of technical expertise in Konica Minolta as required to support, provide guidance to Sales, Direct and Dealer support teams, internal and field service departments to ensure optimal product performance to defined technical and marketed specifications.Responsibilities• Escalate to KMI, Japan all major technical and product anomalies and track to completion in a timely manner in for expedited resolutions to keep KM products operating to their required specifications.• Manage ESS' content verification team to critically test and verify all FW and technical product, accessory or solutions updates to ensure product operation is not negatively affected.• Engage and recruit various SSD, Field, Product Planning and Marketing teams to vet KMI technical product changes to identify Dealer and Direct MIF impact to products at KM product accounts.• Verify and thoroughly test all FW or other KMI technical, operational or product changes to ensure the update does not break vCare-connected MIF, control panel UI display, or affect RSP functionality. • Manage the integrated technical update mod meeting with ESS directing and engaging other SSD or KM teams to vet, document, re-test for field impact at top dealer sites prior to releasing technical mod or product changes.• Publish and inform KM technical teams with verified technical updates, improvements or fixes for all KMI or Vendor escalations for enhanced support of technical product activities, including FW updates, technical remediations in field.• Plan, oversee and provide guided support and chaperone service to KMI, Japan, Engineers or Tiger Teams when field product remediations are required. • Administer drafting of technical bulletins and ensure accuracy of releases to KM support channels with input from KMI, Japan.• Utilize the KMI Liaison team to verify escalated issues and track progress for timely product resolutions.• Manage 3rd-Party Vendor products, solutions for interface peripherals to KM products.• Recruit teams and coordinate with Logistics and SCM to complete speed variances to products at various KM MDC warehouses or Direct BSCs.• Manage the ESS team for escalation tracking to ensure required follow-up responses to internal/external customer in stack-rank by technical priority of product impact and/or in FIFO order.• Ensure the KMI and KMBS enterprise-wide ESS applications and interfaces are properly maintained and fully operational for users. • Work closely with KMI to facilitate technical remedies to maintain products, systems to peak performance level, and test prior to release to verify compatibility with current field and system hardware configurations for optimized product performance and reliability. • Engage w/KMI Engineering via formal Escalation process for all system issues for both Direct and Dealer instances and follow through on system corrections with respective KM teams.• Close communication with KMI, other KM Sales Companies Worldwide to verify technical product trends, issues, remedies and special intervention methods, like KMI Tiger Team field visits.Qualifications• 8+ years of experience managing/leading technical resources, engineers, and product support teams• Bachelor's degree or equivalent industry-related experience.• Proficient in providing readily available internal/external customer-facing, post-sales technical support for escalation to manufacturing entity. • Proficient in ServiceNow, Smartsheet & Helix• Microsoft Office 365 proficiency preffered, with a focus on Word, Excel and PowerPoint • Presentation skills for internal, external speaking events for internal or external meeting events.• Technical or field service background strongly recommended• Strong technical project and product support break-fix escalation and team management skills.• Advanced knowledge with product, systems, accessory, and solutions troubleshooting abilities for expedited pre/post sales and service support.• Ability to promptly and accurately create, track, and mitigate product technical incidents and report to KMI, present to management.• Technical reporting, updating and administration of escalation tickets to KMI/KMBS' requirements.• Strong skills in managing corporate safety, accident, escalation documentation, reporting and compliance• Strong foundation in addressing customer-specific product technical or workflow issues to their satisfaction for products, accessories and solutions.• Ability and skill to handle upset customers and diffuse difficult situations• Ability to work and communicate with Internal and External personnel at all levels.• Knowledge of KM products, solutions to identify technical anomalies and failure trends preffered.Global Competencies/Leadership Drivers:• Growth Mindset • Developing People • Adaptability• Business thinking and acumen• Innovation• Embracing diversity• Strategic Thinking and Alliances• Customer Centricity#LI-MD1About UsKonica Minolta's journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients' digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN's MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the Forbes 2021 America's Best-in-State employers list. The company received Keypoint Intelligence's BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World list. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.EOE StatementKonica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.