UBEO Business Services, the premier provider of business technology products and services, is seeking to hire a Service Support Manager in Chico, CA!

UBEO is a distributor/servicer of document equipment and software solutions. Primary products include Xerox, Ricoh, Canon and Konica Minolta multi-functional equipment and Kyocera printers. UBEO specializes in electronic document management software and integrations. 

Department: Hardware / Field Support
Reports To: Solutions Helpdesk Manager -ProIT
FLSA Status: Full Time / Exempt

Purpose

Manage the Service Helpdesk Tier II team, which will assist customers and field service technicians for basic MFP function (setup) to include basic print and scan support tickets

Supervision

Supervised

Responsibilities

The primary responsibilities of this position is as follows:

• Manufacturer-based training on the hardware sold by UBEO
• Technical MFP training, to help guide Tier II technicians to resolve print and scan tickets, along with basic MFP troubleshooting
• Call center management / head count and staffing requirements
• Intricate knowledge of device firmware and software upgrades / best practices
• Prior SOP development experience (technical and department or procedural)
• Draft up escalation and de-escalation practices for tech team to follow for each phone call
• Identify and contribute to continuous improvement efforts to reduce costs or increase productivity without reducing effectiveness
• Maintain an open and candid working relationship with your immediate manager in discussing matters of importance
• Adhere to established company values, policies, and procedures each day. Follow and support compliance with all applicable safety rules, laws, regulations, and standards
• Thorough understanding of HR policies / procedures, to include state and local law, to effectively manage call center staff.
• Employee coaching and/or performance management skills and training principals are desired
• QA customer phone calls or recordings with tech team for process improvement
• Other duties or projects as assigned by Management
• Effectively interact with other functional groups to ensure the department is working cohesively with the entire branch office to achieve Ubeo Business Service's overall goals and objectives

Job Related Dimensions

• Proven track record of integrity, trustworthiness and the ability to maintain confidential/sensitive information.
• Ability to plan, organize, and multi-task in a fast-paced environment
• Ability to manage staff that handle an inbound call volume of 3000-4000 customer calls per month
• Always demonstrate confidence with a high degree of professionalism
• Strong attention to detail and problem-solving skills are essential
• Take ownership of job responsibilities and train others to be accountable for their job role as well
• Work independently with little supervision required
• Ability to remain calm while working under pressure in a busy environment
• Ability to work within the timeframe allotted and not miss deadlines/due dates
• Maintain confidentiality related to sensitive company and employee information
• Proficient with multi-tasking, can prioritize, and problem-solve in a busy, fast-paced environment
• MS Word, Excel, Outlook, and PowerPoint proficiency is a must
• Exhibit extraordinary discretion, confidentiality, flexibility, and willingness to work closely with ProIT
• Excellent time, leadership, and management skills.
• Excellent written and verbal communication skills.
• Strong professionalism, organizational, and planning skills.
• Punctual and reliable attendance required.
  

Qualifications

• Prior Call Center Manager experience is required
• 5+ years of industry experience or previous management experience
• Associate or bachelor’s degree desired
• High School Diploma or GED is required
• Typing speed of 40+ WPM desired

Physical Demands & Work Environment

• Ability to sit at a desk for an 8 hour shift each day (Mon-Fri)
• Report to a UBEO designated office each work weekday
• Ability to talk on the phone and work with various computer tools or applications designated by UBEO
• Ability to type and compose written communication in various forms (Teams / Email / Text)
• Ability to manage staff across all UBEO Regions

UBEO offers a competitive compensation package. UBEO also offers an excellent benefits package which is a significant part of our employee's total compensation. We strive to provide a broad range of competitive benefits designed to meet your personal needs and priorities. Our comprehensive benefits package includes: 

• Choice of medical, dental and vision plans that provide our employees and their families with high-quality healthcare, including orthodontia for both adults and child(ren)
• Generous Company Paid Health Reimbursement Account Options to defray deductible expenses
• Company paid life and accidental death and dismemberment insurance for you, your spouse and child(ren)
• Flexible Spending and Health Savings Account Options - Set aside pre-tax dollars to cover out-of-pocket expenses related to health or dependent care
• Voluntary coverages at low group rates including Aflac Insurance - In the event of death or disability, you can help protect your family against the loss of income with various types of insurance
• Pet Insurance, breathe easy knowing Nationwide has your pets covered
• Pre-paid legal coverage, access to experienced attorneys that can help you with any legal issue 24/7
• A generous wealth accumulation program will help you achieve financial security for retirement. We offer a 401(K) Plan w/ Match upon eligibility and Free Financial Counseling
• Generous vacation, holiday, and sick leave programs - as we believe that taking advantage of time away from work is essential for a well-balanced life

UBEO is an Equal Opportunity Employer and considers applicants for all positions without regard to age, sex, color, race, religion, national origin, disability, genetic information or predisposition, military/veteran status, citizenship status, marital status or any other group protected by applicable federal, state or local laws.

Remuneration for this role: $66,560 - $90,000 annually. Individual compensation packages are competitive and commensurate based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons.