Document Solutions Professional Services Manager

Document Solutions Professional Services Manager
VT - South Burlington

Job Description

SymQuest Group is a growing organization that has been providing Managed IT Services and Document Solutions throughout Northern New England since 1996. We are proud to be a wholly owned subsidiary of Konica Minolta Business Solutions, a world leader in office technology and Managed IT solutions.

Objective: The goal of the DSPS Manager will be to provide day-to-day leadership to the Documents Services Professional Services Team (DSPS) Team. This person will work closely with the VP of Service and Support to ensure the productivity and output of this group remains at an above average level. The candidate should be an independent producer and willing to accept challenges on a daily basis.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Be a connected products technical support and training resource for clients, Sales and field service technicians by continually evaluating our current product offerings to ensure that we are keeping up with market demand as well as keeping their own skill set current. 30%
  • Ensure successful installation of connected products. On a pre-sale basis, determine and ensure the compatibility of proposed equipment in the install environment and maximize remote installs where appropriate (network, hardware, application software). 30%
  • Manage the installation process including equipment setup, testing, installation (remotely when possible), user training and support. 15%
  • Effectively develop and utilize team resources (sales, engineering, and internal and vendor technical service), to ensure success in the specification, sales and installation of connected product. 15%
  • Work with the VP of Service and Support to coordinate development plans for new hires and existing employees. 10%

    People Managed: This position will be directly responsible for the DSPS team. Responsibilities to include recruiting, interviewing, hiring, training, developing and technically supporting employees; planning, assigning and directing work; addressing complaints and resolving problems both within the team or with clients.

    To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

    To perform the job successfully, an individual should demonstrate the following competencies:

    Problem Solving: Resolves problems in a timely manner; gathers and analyzes information skillfully; doesn’t stop at the first answer, investigates the issue thoroughly.

    Managing People: - Includes staff planning, decision-making, facilitating and process improvement; Responsibility for teams activities; Makes self available to team; Provides regular performance feedback; Develop teams skills and encourages growth; Solicits and applies customer feedback (internal and external); Improves processes, products and services.; Continually works to improve management skills; Communicates changes effectively; Builds commitment and overcomes resistance; Monitors transition and evaluates results.

    Leadership: - Exhibits confidence in self and others; Inspires and motivates others to perform well; Accepts feedback from others; Gives appropriate recognition to others.

    Professionalism: - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments; Looks for ways to improve and promote quality; Applies feedback to improve performance.

    Composure: Maintains focus when handling difficult or challenging customers; handles pressure and stress maturely.

    Customer Focus: Acts with customers in mind; dedicated to meeting internal and external customer expectations.

    Communication: Listens to the needs of each customer (both internal and external) and clearly shares their needs with the appropriate group.

    Team Work: Balances team and individual responsibilities; gives and welcomes constructive feedback; contributes to the group with a positive attitude.

    Organizational Support: Completes tasks accurately and on time; follows guidelines of policy and procedure.

    Quality: Demonstrates accuracy and thoroughness with tasks; looks for ways to improve our processes always focusing on quality; Applies feedback to improve performance.

    Technical Learning: - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

    Job Requirements

    Education and/or Experience
    High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience.

    Language Skills
    Ability to read and comprehend simple instructions, short correspondence, and memos; Ability to write simple correspondence; Demonstration of excellent customer service skills; Ability to effectively present information in one-on-one and small group situation to clients and other employees of the organization via phone and in person.

    Computer Skills

  • Must be proficient with PCs and Macs, including hardware and software.
  • Experience with network print and scan devices.
    -Network Operating Systems (Windows 2000/2003)
    -Workstation Operating Systems (Windows 2000, XP, Vista and 7, MAC)
  • Basic knowledge of Routers and Switches.
  • Networking knowledge and certifications are highly desirable.
  • Must have inherent troubleshooting skills—the ability to isolate problems and their source quickly through logical deduction.

    Konica Minolta offers:
  • Competitive compensation program.
  • Outstanding benefits package (including medical, dental, life insurance).
  • 401(k) plan with matching company contribution.
  • Excellent holiday/vacation plans.
  • Tuition reimbursement.
  • Employee Referral Bonus Program.
  • Ongoing training opportunities.
  • Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.

    Konica 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.

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