Roland Care Onsite Services Manager

POSITION PURPOSE
Under the direction of the Senior Director of Service, the Roland Care Onsite Service Manager – Digital Print Products is responsible for leading and managing the end-to-end execution of the Roland Care Onsite Service (RCOS) program for direct customers. This role oversees the Service Writer team, the Installer team, and all related scheduling functions to ensure seamless coordination of technical support, field service, and installation activities.

The Manager is accountable for managing the entire customer experience for Roland Care Onsite Service (direct) customers from initial service engagement through issue resolution and follow-up ensuring a consistent, high-quality experience that drives customer satisfaction and retention. This includes overseeing day-to-day team operations, providing leadership, coaching, and performance management, resolving complex customer escalations, and ensuring effective communication across internal departments and field resources.

In addition, this position manages relationships with external field service vendors and partners, ensuring service standards, response times, and quality expectations are met. The Roland Care Onsite Service Manager will also be responsible for developing, refining, and maintaining service programs and offerings that support revenue growth, operational efficiency, and long-term service strategy objectives.

ESSENTIAL FUNCTIONS AND BASIC DUTIES
• Manages Service Writer support staff. 
• Develops and maintains the sale of services, including service contracts, preventative maintenance, install services etc. 
• Manages case work and metrics – KPIs for the Technical Support group.
• Manages quality of support through monitoring of synchronous and asynchronous communications.
• Coaching, training, and development of Technical Support group.
• Support and availability as an internal escalation resource.
• Works with Roland Care Manager on dispatching Roland Care Engineers, and quality of vendor technicians.
• Establishes and achieves Contact Center goals for phone system KPIs.
• Manages staff’s work schedule and queue coverage.
• Prepares monthly reports in both the CRM and phone system metrics, identifying trends and potential emerging issues and creating product defect case if necessary.
• Assist with providing content for the Roland knowledge base.
• Assist with output sample troubleshooting for advanced case work.
• Creates a positive atmosphere for everyone in the department, provides motivation and increases morale (reintroduce the concept of ‘play’ to build enthusiasm about Roland technology and applications.
• Responsible for disciplinary action and performance appraisal process of subordinates.

PERFORMANCE MEASUREMENTS
• Standard call center metrics, including:
o Phone System
 Service level percentages
 Contacts handle volume by agent per Month/Week/Day/Hour
 Queue / skill hold times.
 Call abandon percentage and time by Month 
 Average handle times
o CRM 
 Queue response time
 Case aging time
 Surveys NPS scores
• Quality of customer service in all interactions with customers, internal and external.
• Service revenue goals

QUALIFICATIONS

Education/Certification: AA Degree or higher preferred (BS or BA) or equivalent work experience

Required Knowledge: Good understanding electro-mechanical hardware and graphic design software troubleshooting methodology; PC skills including a thorough familiarity with MS Office applications in document composition, metrics calculation (Excel) and presentation development.
Thorough knowledge of Salesforce, Microsoft SharePoint, and Microsoft Office Suite
Intimate knowledge of dealer service channel management

Experience Required: Minimum of five years’ experience fielding contact center-based support (or equivalent) Minimum 3-years supervisory experience of technical services department (or equivalent) 

Skills/Abilities: Ability to manage multiple projects and tasks simultaneously to completion on deadline with excellent delegation skills. 
Works well independently; self-motivated.
Excellent verbal and written communication, including proven presentation ability.
Ability to lead a team through intrinsic motivation and achieve department strategy goals.
Must be adaptable and available to be on site as needed by management.

SALARY RANGE: $90,000 - $100,000

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing: Able to hear average or normal conversations and receive ordinary information.

Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

Physical Strength: Sedentary work; sitting most of the time.  Exerts up to 70 lbs. of force occasionally.  (Almost all office jobs.)

WORKING CONDITIONS

None: No hazardous or significantly unpleasant conditions.  (Such as in a typical office.)

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.
Able to interpret a variety of technical instructions and can deal with multiple variables.

Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio, proportion, and percentage.
Able to perform simple algebra.

Language Ability: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. 
Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.
Ability to conduct training, communicate at panel discussions and to make professional presentations.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system. 

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.