Manager, Customer Support presso Konica Minolta Business Solutions, U.S.A., Inc.

Force Security Solutions, a Division of Konica Minolta, currently has an exciting opportunity for a Manager, Customer Support.

• Team Leadership & Management-Oversee customer support teams across various locations, ensuring consistent service delivery. Set and monitor performance goals for the team, using key metrics (e.g., response times, first-call resolution, satisfaction scores). Conduct regular team meetings to discuss issues, improvements, and new company policies. Provide ongoing coaching and feedback, addressing performance issues as they arise.
• Customer Relationship Management-Serve as the primary escalation point for high-priority or complex customer issues, ensuring timely and satisfactory resolution. Maintain strong relationships with key clients, periodically checking in to ensure satisfaction with the company's services.
• Operational Excellence-Implement and maintain systems for tracking and managing customer inquiries, complaints, and service requests. Monitor and analyze customer feedback to identify trends, issues, and areas for improvement. Collaborate with other departments (e.g., sales, operations, and product teams) to ensure customer issues are addressed holistically. Optimize support workflows for efficiency, including the development of knowledge bases, FAQs, and self-service portals. Ensure compliance with SLAs (Service Level Agreements) and other customer-specific requirements.
• Crisis Management & Incident Resolution-Develop and maintain a protocol for handling security-related incidents and emergency situations. Coordinate with the operations team in emergencies to ensure proper response and communication with clients. Post-incident review: Work with teams to analyze failures or issues and implement corrective actions.
• Performance Tracking & Reporting-Track key metrics such as customer satisfaction, Net Promoter Score (NPS), response times, ticket resolution rates, and first-contact resolution. Generate reports for senior management, detailing team performance and customer satisfaction levels. Identify patterns in support requests to recommend product or service improvements to the development and operations teams.
• Policy and Process Development-Develop customer support policies that ensure uniformity and consistency across the national customer base. Regularly review and update customer service protocols to reflect changes in the security industry or company offerings. Ensure regulatory compliance in all customer-facing communications, especially when dealing with sensitive security matters.
• Technology & Tools Management-Evaluate customer support tools, such as CRM systems, ticketing platforms, and live chat solutions, to improve service delivery.
• Ensure that the support team is trained in the latest technology and tools being used for customer interaction.
• Client Education & Communication-Lead initiatives to educate customers about new features, upgrades, or changes in security systems. Organize webinars, training sessions, or in-person client meetings to address frequently asked questions and operational updates. Develop communication strategies for proactive outreach (e.g., maintenance schedules, new service offerings, and system updates).
• Continuous Improvement-Stay updated on industry trends in physical security, ensuring the company’s support offerings meet or exceed customer expectations. Solicit and act on customer feedback, making adjustments to improve the customer experience. Benchmark support performance against industry standards and identify areas for competitive improvement.
• Budget & Resource Management-Assess resource needs (staffing, tools, etc.) to maintain service quality as the company scales or adds new clients.
• Strong customer support background and experience
• Strong management skills in a high paced, highly technical environment
• Proven ability to adapt to changing environments multiple priorities.
• Strong organizational and verbal/written communication skills including ability to aid in conflict resolution between stakeholders.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all functions, physical demands and skills required of personnel so classified.

• Bachelor's Degree or higher strongly preferred
• 5+ years’ experience in managing a Customer Support team, preferably in a related industry
• Must be able to pass federal background check and any required industry related licensing / certification requirements as needed
• Proficient with Microsoft Office/Microsoft 365

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.

Au sujet de Konica Minolta

Solutions d’affaires Konica Minolta (Konica Minolta) a entamé son parcours il y a plus de 150 ans, avec la volonté de voir et de faire les choses autrement. Elle fait équipe avec ses clients pour donner forme à leurs idées en appuyant leur transformation numérique grâce à un riche portefeuille de solutions pour un milieu de travail connecté et futé. Parmi ses technologies d’affaires, on retrouve des services de TI, la gestion intelligente de l’information, des solutions de sécurité vidéo et des services d’impression gérés ainsi que des technologies de bureau et des solutions d’impression industrielle et commerciale. L’année 2025 marque le 20e anniversaire de l’entrée de Konica Minolta dans le marché de l’impression de production; l’entreprise souligne « 20 années d’excellence, d’innovation et de résultats » tout en continuant d’être une figure de proue dans l’impression numérique commerciale. C’est aussi l’année où la marque bizhub de Konica Minolta célèbre ses 20 ans, au cours desquels la gamme a révolutionné la technologie de bureau, redéfini les processus des entreprises, et évolué continuellement pour répondre aux besoins des milieux de travail modernes, mue par les avancées technologiques et la volonté d’innover. Konica Minolta est fière de faire partie du palmarès 2025 des meilleurs grands employeurs d’Amérique de Forbes, d’avoir figuré à plusieurs reprises au palmarès CRN des 500 fournisseurs de services gérés, d’avoir été nommée la marque numéro un en matière de fidélité des clients sur le marché des appareils de bureau multifonctions par Brand Keys pendant 18 années consécutives, et de s’être vue décerner les prix BLI « A3 Line of the Year » 2021 et 2025 et « Most Colour Consistent A3 Brand » 2021-2023 de Keypoint Intelligence pour sa gamme bizhub One i-Series. Pour en savoir plus, rendez-vous sur le site de Konica Minolta et suivez l’entreprise sur Facebook, YouTube, LinkedIn et Twitter.

Konica Minolta fonctionne selon un modèle de services partagés nord-américain qui permet d’harmoniser les priorités transfrontalières et d’améliorer la prestation de services aux organisations opérationnelles. Le modèle combine des fonctions de service américaine et canadienne afin d’offrir davantage de ressources aux services de soutien comme l’administration des ventes, la logistique et la chaîne d’approvisionnement, le marketing, la planification des produits, la finance, les TI, les RH et les services juridiques.

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 (Canada) Ltd. is an equal opportunity employer.

Solutions d’affaires Konica Minolta (Canada) Ltée. est un employeur d'opportunité égale.