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Imaging Field Service Lead

4 weeks ago

Saint Cloud, Minnesota, United States Loffler Companies, Inc. Full time
Job Title: Imaging Field Service Lead

Job Summary:

The Imaging Field Service Lead is responsible for leading and guiding a team of technicians to provide effective and efficient service to customers within a designated geographic area. This role requires strong leadership and technical skills to resolve complex machine problems and provide excellent customer service.

Key Responsibilities:

  • Oversee the prompt and efficient service of machines within the assigned territory.
  • Assist, ride with, and follow up on assigned technicians to ensure they have the necessary resources and support.
  • Follow company policies and procedures as they apply to technicians assigned to this role.
  • Direct the resolution of machine problems within the geographic area using all available resources.
  • Provide excellent customer service and resolve difficult customer problems in a mutually satisfactory manner.
  • Work with the sales department to resolve machine and customer problems and encourage the sales lead program.
  • Keep the 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 assist manufacturer's representatives on machine problems.
  • Prepare and complete special assignments or reports as assigned.
  • Maintain knowledge of current products.
  • Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.
  • Train other employees and cross-train as needed.

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.
  • Proficient at load system software on copiers and RIPs.
  • Proficiency in mechanical repair, electrical, and electronic knowledge, signal tracing, and effective troubleshooting skills.
  • Proficient in networking and connectivity.
  • The Service Lead uses innovative and strategic thinking in applying theories, principles, and concepts for a wide variety of problems.

Education/Experience:

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

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Work Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Employee is regularly required to stand/sit for extended periods of time.
  • Must be able to lift 75 lbs.
  • Constant bending and lifting required.
  • Frequently required to use hands to handle objects, tools, or controls.
  • The noise level in the work environment is usually moderate.

For information on the physical demands of this job, see Human Resources.

Loffler Core Values

What Defines our Culture.

  • Positive Attitude: Be Part of the Solution. Motivate Others. Put Extra Effort in All You Do. Everything You Do Matters. Be a Team Player. Don't Fear Failure.
  • Integrity: Live the Mission. Be Honest. Deliver on Commitments. Do What is Right. Be Someone Others Can Trust and Count On. Honor Commitment.
  • Innovation: Be a Visionary. Welcome New Ideas. Work Smarter. Challenge the Status Quo. Welcome Challenge. Be Committed to Operational Excellence.
  • Customer First Focus: Exceed Expectations. Delight Our Clients. Bring Value Every Day. Always Do a Good Job.
  • Professionalism: Commit to Excellence. Learn & Improve. Looks and Words Matters. Every Interaction is an Opportunity to Exceed Expectations. Treat Others with Kindness and Respect. Best in Industry; Field Expert.
  • Drive for Results: Performance-Orientated. Hard-Working. Refuse to Lose. Accountable. Set Goals to Manage Yourself to Success.

Loffler Companies is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace.