Client Service Delivery Manager- Device Maintenance - Canon USA : Job Details

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Role Overview: Responsible for managing technical and implementation resources at the client site, focusing on meeting operational objectives, mobilizing team resources, and developing site procedures. Requires a solid understanding of Project Management and the client's IT environment.

• Supervise Support Team, including task assignment, quality control, and development activities.
• Manage daily ticket queues, installation support, customer engagement, issue resolution, and escalation.
• Review proactive care activities and escalate issues to the Service Department as needed.
• Engage with client IT contacts for troubleshooting and issue resolution.
• Schedule staff assignments and manage daily workflows.
• Generate and oversee daily and monthly departmental reports and external vendor billing.
• Solicit customer feedback for service improvements and ensure staff compliance with processes.
• Train, motivate, develop, and evaluate site personnel performance.
• Review monthly service performance reports with the client.
• Set developmental goals and conduct performance reviews.
• Oversee employee training, staff development, and efficient resource utilization.
• Develop best practices and update site procedures accordingly.
• Support IMAC processes with device move/removal reports and tracking new device placements.
• Ensure staff performance and certifications are maintained.

Skills & Requirements: 5+ years of related experience, managing at least two full-time employees, technical experience or certifications, willingness to travel up to 30%, strong customer service skills, ability to obtain necessary security clearances, and a bachelor's degree preferred. Must be legally authorized to work in the U.S. without visa sponsorship.

This role supports various site locations in Philadelphia, PA, and offers an annual salary range of $76,150 - $104,570.

Canon USA embraces the Kyosei philosophy of social and environmental responsibility. We are committed to innovation, quality, and enriching our communities. Join us for a rewarding career with comprehensive benefits, perks, and a collaborative work environment.

This is a full-time, on-site position requiring presence at the designated worksite. The job posting is current and active.