Service Management Tips

[dickierock]

Hi, Due to a very recent split in our small copier servicing business with 2-3 techs I have been thrust into the role of Service Manager.In other words the buck stops with me!.I have 8-9 years expierience and was practically running the service department as it was.Its just I am looking for ways to improve the running of the department and would love to find maybe some books or ideas that I could use. Every little bit of knowledge helps.Also, the previous manager handled a lot of the software issues customers had.Which packages do you think I should get a good grasp of so that I can get up to speed?. Which are the most commomly used packages customers have, you deal with or have issues with? e.g Adobe Acrobat etc.etc...Any suggestions would be greatly appreciated.Thanks in advance.

[unisys12]

Sorry, but this is an experience thing! Not dogging ya, just telling the truth!

I would start by installing any product you have in the office and using it in every situation you can recreate. That's how I learned and got comfortable with the Ricoh brand. After that though... it's all trial and error. sorry, but if you resort back to this site and search, you might find a ton of solutions to known problems.

Just remember, it might look good that you know what the problem is right off the bat. But it actually looks just as good, if not better, if you work hard to find an answer to a problem a client has. They like to see that you are willing to go the extra mile for them. Best of Luck!!

[Titan1969]

Its just I am looking for ways to improve the running of the department and would love to find maybe some books or ideas that I could use. Every little bit of knowledge helps.Also, the previous manager handled a lot of the software issues customers had.Which packages do you think I should get a good grasp of so that I can get up to speed?.

It doesnt sound like your actually managing if your responsible for doing a lot of the work also. In any case if you are in charge of managing and being a tech, you will need to discuss time management with your boss. Explain you want to have time each day/week to contribute to improving the employees and customer issues and you cant od that if your running calls all week..
But more to your point, some great books are "Good to Great", "Who Stole my Cheese", "QBQ","The Millionaire Next Door", "Carrot or the Stick". These are some of my favorite management books. They will give you a ton of ideas on how to improve your management skills. The tough part is starting out slow with your group and not going off in a million different directions at once...trying to fix everything at one time. Pick 1-2 things you think your department lacks and then work very hard with the employees to improve it over a period of several months, once your gaining some ground with those, then add another item in. For example, I was promoted to a larger position in the company and went from managing 12 techs to 45! I was promoted because my group always had the best performance, and that performance took me years to build up. Now I have 33 new techs that are "concerned" because I like to change things up and look for new opportunities and wont accept status quo for things that are just not right for our customers, sales, or other technicians...well ill get off my podium.

good luck...work hard, and if your working harder for your tech then they are for themselves...FIND ANOTHER TECH!