(sr) Branch Service Manager (Maritimes)

Overview

Si ce poste est situé au Canada, veuillez visiter notre site français à l’adresse suivante : et rechercher le numéro d’emploi indiqué ci-dessus afin de consulter cette offre d’emploi en français.

“This posting is for sourcing purposes only and does not reflect an active vacancy.”

« Cet affichage sert uniquement à des fins de recrutement préventif et ne reflète pas un poste vacant actif. »

At KMBS , we don’t just provide technical service — we create an exceptional customer experience. We are looking for a passionate leader, capable of guiding a team of customer-focused professionals, improving processes, and helping KMBS become the most customer-centric provider in the market.

As a Branch Service Manager , you will play a key role in:

• Developing talent: Inspiring, mentoring, and coaching your team to elevate both their technical skills and professional growth.
• Optimizing processes: Analyzing and streamlining operations to boost productivity and efficiency.
• Enhancing the customer experience: Putting the customer at the heart of every action and exceeding their expectations at every interaction.
• Strengthening market retention (MIF): Supporting initiatives that reinforce our presence and grow our market share through targeted, impactful actions.

Chez KMBS, nous ne nous contentons pas d’offrir un service technique : nous créons une expérience client exceptionnelle. Nous recherchons un leader passionné, capable de guider une équipe de professionnels orientés vers le client, d’améliorer les processus et de contribuer à faire de KMBS le fournisseur le plus centré sur ses clients sur le marché.

En tant que

Gestionnaire De Succursale - Service , vous serez un acteur clé dans :

• Développer les talents : Inspirer, encadrer et coacher votre équipe pour élever leurs compétences techniques et professionnelles.
• Optimiser les processus : Analyser et simplifier les opérations pour gagner en productivité et en efficacité.
• Rehausser l’expérience client : Mettre le client au centre de vos actions et dépasser ses attentes à chaque interaction.
• Fidéliser notre marché (MIF) : Contribuer à renforcer notre présence et notre part de marché grâce à des initiatives concrètes et ciblées.

Responsibilities

Manage, mentor and coach

• Responsible for reviewing quality and quantity of Service productivity
• Ensure the training is requested and attended by all relevant staff.
• Review and coach all Service staff on CIP’s
• Communicate and encourage growth and career planning

Improve process efficiencies

• Analyze service processes to improve efficiencies and promote cost reduction
• Participate and encourage Sales/Service meetings
• Monitor progress and promote field focus and adherence in cost saving modifications.
• Responsible for reviewing Service Level Agreements for Branch compliance

Enhance the KMBS Customer experience

• Respond in person immediately to all Customer concerns that require managerial intervention
• Ensure the all Customer receive an ETA call prior to site visit
• Be proactive in customer care by weekly team customer reviews
• Achieve goal of 88% 1st call fix ratio for team

Improve MIF retention

• Support and participate in Lead program initiative
• Ensure that all Customers receive a visit by a technician at least twice per year
• Participate in Client visits on a monthly basis to promote customer relationship and retention

Other Duties/Projects

• As assigned

Gérer, encadrer et coacher

• Responsable de l’évaluation de la qualité et de la quantité de la productivité du service.
• S’assurer que toutes les formations requises sont demandées et suivies par le personnel concerné.
• Encadrer l’ensemble du personnel de service sur les CIP.
• Communiquer et encourager la croissance professionnelle et la planification de carrière.

Améliorer l’efficacité des processus

• Analyser les processus de service afin d’accroître leur efficacité et de promouvoir la réduction des coûts.
• Participer aux réunions Service/Ventes et encourager la collaboration.
• Suivre les progrès et promouvoir le respect des modifications visant les économies de coûts.
• Responsable de l’examen des accords de niveau de service afin d’assurer la conformité des succursales.

Améliorer l’expérience client KMBS

• Répondre en personne immédiatement à toute préoccupation client nécessitant une intervention de gestion.
• Veiller à ce que tous les clients reçoivent un appel ETA (heure prévue d’arrivée) avant la visite sur site.
• Être proactif en matière de soins aux clients par des revues hebdomadaires en équipe.
• Atteindre l’objectif de 88 % de résolution au premier appel pour l’équipe.

Améliorer la rétention du parc d’appareils (MIF)

• Soutenir et participer aux initiatives du programme de génération de pistes (Lead Program).
• S’assurer que tous les clients reçoivent la visite d’un technicien au moins deux fois par année.
• Participer à des visites clients mensuelles afin de promouvoir la relation et la fidélisation.

Autres tâches/projets

• Selon les besoins.

Qualifications

• Good communication and presentation skills
• Ability to lead and motivate
• Ability to accommodate shift hours
• A creative and strategic thinker; able to manage long- and short-term initiatives concurrently
• A team player with a proven problem solving ability, time management and prioritization skills
• Detail oriented, possessing strong analytical skills and the ability to work self-managed and collaboratively as part of a team
• Able to excel in a changing environment
• Bilingual (English/French) is preferred
• Competency with MS Office suite
• Own vehicle with a valid driver’s license

Experience, Educational And Certifications

• A college diploma in technical or related field
• Minimum 5 years previous experience as Service Team Leader

• Excellentes aptitudes en communication et en présentation.
• Capacité à diriger et à motiver.
• Capacité à travailler selon des horaires de quarts.
• Esprit créatif et stratégique, capable de gérer simultanément des initiatives à court et long terme.
• Esprit d’équipe démontré avec de solides compétences en résolution de problèmes, en gestion du temps et en priorisation.
• Souci du détail, solides compétences analytiques et capacité à travailler de manière autonome et collaborative.
• Capacité à exceller dans un environnement en constante évolution.
• Bilinguisme (anglais/français) préféré.
• Maîtrise de la suite MS Office.
• Véhicule personnel avec permis de conduire valide.

Expérience, formation et certifications requises

• Diplôme collégial en technique ou dans un domaine connexe.
• Minimum de 5 ans d’expérience préalable à titre de Gestionnaire.

What We Offer

Salary Disclaimer

Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate’s skills, experience, job‑related knowledge, geographic location, and specific business needs.

Benefits And Employee Perks

• Comprehensive health coverage plan that includes medical, dental and vision
• Life insurance, disability and wellness programs
• Tuition Reimbursement Program
• Vacation, Paid Personal Time and Sick days
• Matching RRSP contribution
• Employee Discounts
• Employee and Family Assistant Program
• And more.

AI Use Disclosure

“Konica Minolta Business Solutions (Canada) Ltd. or our third-party contractors may use Artificial Intelligence in the recruitment process.”

#KM

This posting is for sourcing purposes only and does not reflect an active vacancy.

About Konica Minolta

Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta’s 20th anniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact,” and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta’s bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN’s MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence’s BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter.

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Salary Disclaimer

Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate’s skills, experience, job‑related knowledge, geographic location, and specific business needs.

AI Disclosure

Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision.

EOE Statement

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.

Konica Minolta Business Solutions, U.S.A., Inc and Konica Minolta Business Solutions (Canada) Ltd. are equal opportunity employers.