Director of Service-Operations

• Salary Range: $87,000-$120,000, based on experience.

• Annual Bonus

Director of Service-Operations

Toshiba America Business Solutions, a leader in digital technology, has an opportunity for a Director of Service and Operations in the New England marketplace. Toshiba is an industry leader in equipment, digital displays, document security, and software solutions that keep businesses running brilliantly and efficiently.

Our people bring creative, real-world solutions for our client's print management needs; we help cut costs, secure documents, and reduce the environmental footprint. We are a growing, dynamic organization that has a need for people who are driven to contribute their professional best.

Position Summary:

Direct the development and management of TBS Field Service in addition to assigned operations in support of TBS business objectives. Areas included in the scope of this role must at a minimum include Field Service/Shop Tech and Warehouse distribution/logistics. Additional areas may include Customer/Order support or Customer Support Training. Direct initiatives to improve operations.

Responsibilities:

• Develop, plan and oversee the management of field service or in-house service/solutions/support as well as warehouse operations (parts/inventory/logistics/ dispatch) to achieve business objectives.
• Oversee customer support and training areas. Direct, plan and control service programs and service solutions which support TBS service offerings, productivity and company responsiveness.
• Provide tactical leadership to drive customer satisfaction and grow service revenue.
• Prioritize objectives and implement strategies to achieve company initiatives as part of the New England leadership team.
• Oversee inventory management from purchasing, receiving and inventory.
• Manage reverse logistics of product to our leasing partners.
• Leadership for delivery of product from assembly, to scheduling to deliver to our clients.
• Responsible for managing overall operations team and making decisions that affect the company's operational success.
• Leadership for the development of customer centered culture focused on meeting & exceeding customer technical and support expectations.
• Direct field services and the coordination of involved operations to ensure obligations are met in a timely fashion.
• Optimize operations while also ensuring customer relationships remain strong.
• Develop creative win-win solutions with internal and external customers. Ensure all operations support the achievement of business objectives.
• Oversee and ensure assigned operations are managed in compliance with company standards and policies. Lead improvement or operational initiatives to ensure systems and tools integral to regional operations are leveraged effectively.
• Direct process improvement initiatives that achieve region goals and support productivity. Collaborate with TABS/TBS Management to establish and maintain procedures and policies that drive strategy, increase satisfaction, reduce cost, improve user satisfaction and improve operational efficiencies.
• Manage automated service systems in order to track and report on team performance, metrics and operations. Identify problem areas based on identified trends and recommend improvements as needed. Oversee the assessment of reports as required to ensure cost and operational effectiveness.
• Ensure business practices meet company KPI's and financial goals.

Qualifications:

• Bachelor's Degree or equivalent. A minimum of 8 years of experience in technical field service with demonstrated experience in a combination of the following areas; warehousing operations, logistics, operational execution/implementation and customer/order support.
• Strong understanding of customer support, sales and marketing that drive SCM requirements.
• Must have a minimum of 4 years managing a staff.
• Proven track record with field service offerings, metrics, and implementation
• Must have strong familiarity with automated systems and be computer literate (MS Excel, MS Word, Lotus Notes)
• Process improvement abilities preferred but not required.
• Demonstrated ability to prioritize work and make sound decisions based on operational needs.
• Proven track record utilizing analytical and operational skills to meet business objectives.
• Strong working knowledge of process improvement methodologies and best practices
• Strong communication, negotiation and collaboration skills with demonstrated ability to build and engage cross-functional partnerships, and lead cross-functional teams, programs and initiatives. Demonstrated ability to develop/deliver executive presentations.

Toshiba America Business Solutions, Inc. offers a competitive salary and generous benefits package, including the following:

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax spending accounts
• Pet Insurance
• 401(k) plan with company contribution
• The company provided life insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & sick/personal business/volunteer days

Learn More

Toshiba America Business Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression, and sexual orientation or any other protected factor.

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email Accommodationrequest@tabs.toshiba.com to request accommodation.