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Position Summary:

The purpose of the Imaging Field Service Manager position is to lead and guide a group of technicians to provide effective and efficient service to our customers within a geographic area. The Field Service Manager is the Loffler representative to the technicians assigned to them and represents the company to our customers.

Essential Duties and Responsibilities:

All areas of responsibility listed below are essential to the satisfactory performance of this position, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned":

• Oversees the prompt and efficient service of machines within their assigned manufacturer/group.
• Assists, rides with and follows up on their assigned technicians.
• Prepares an evaluation on their assigned technicians on a semi-annual basis.
• Follows company policies as they apply to technicians assigned to them.
• Directs the resolution of machine problems within their geographic area using all resources available.
• Provides excellent customer service and resolves difficult customer problems in a mutually satisfactory way.
• Assists Regional Service Manager with informational meetings with their assigned technicians on a monthly basis.
• Works with the sales department to resolve machine and customer problems and encourages the sales lead program.
• Keeps their manager informed of problems and issues regarding machines, customers and employees as they arise.
• Provide technical assistance to other areas as needed.
• Provide information and assists manufacturer's representatives on machine problems.
• Prepares and completes special assignments or reports that may be assigned.
• Maintains knowledge of current products.
• Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.
• Monitors cost of goods to manage and maintain company budget targets including but not limited to using aftermarket parts                and supplies and parts reclamation department.
• Other related duties as assigned.

Qualifications/Requirements:

• In-office and travel to client sites as required.
• Valid driver's license and clean driving record required.
• Fairly and consistently evaluate technicians on their job performance
• Manage effectively customer concerns and complaints.
• Evaluate machine performance and recommend solutions to problems.
• Know when to escalate equipment repair challenges to the Manufacturer.
• Excellent communication, team building, coaching and mentoring skills.
• Negotiates and deals effectively with highly complex, confidential and sensitive information.
• The Field Manager uses innovative and strategic thinking in applying theories, principles and concepts for a wide variety of problems.
• Proficiency in mechanical repair, electrical and electronic knowledge, signal tracing and effective troubleshooting skills.
• Proficient of networking and connectivity
• Proficient at load system software on copiers and RIPs

Education/Experience:

• Extensive manufacturers training on a variety of models.
• High School Diploma or Equivalent.
• Prior industry experience in similar field or job duties preferred.