Imaging Field Service Operations Manager

5 days ago

Saint Cloud, Minnesota, United States Loffler Companies, Inc. Full time

The Imaging Field Service Operations Manager plays a pivotal role in ensuring the seamless delivery of exceptional service to customers within a designated geographic area. This position involves leading and guiding a team of technicians to provide prompt and efficient service, while representing the company as the primary point of contact.

Key Responsibilities
  • Oversee the effective management of machine services within the assigned territory, prioritizing timely resolutions and optimal customer satisfaction.
  • Collaborate closely with assigned technicians, providing guidance, support, and feedback to enhance their performance and productivity.
  • Ensure adherence to company policies and procedures, fostering a culture of excellence and accountability among team members.
  • Direct the resolution of complex machine problems, leveraging available resources and expertise to deliver innovative solutions.
  • Deliver outstanding customer service, resolving critical issues through effective communication and problem-solving skills.
  • Cultivate strong relationships with the sales department, working together to address machine and customer concerns, and promoting the sales lead program.
  • Maintain open communication channels with management, promptly reporting any machine, customer, or employee-related issues that may impact service delivery.
  • Provide technical assistance to other areas as needed, sharing knowledge and expertise to drive operational excellence.
  • Prepare and complete special assignments or reports as required, maintaining accurate records and metrics to inform business decisions.
Requirements
  • In-office and travel to client sites as necessary, with a valid driver's license and clean driving record.
  • Demonstrate fair and consistent evaluation of technician performance, identifying areas for growth and development.
  • Effectively manage customer concerns and complaints, applying active listening skills and empathetic approaches to resolve issues.
  • Evaluate machine performance, recommending solutions to optimize equipment efficiency and minimize downtime.
  • Identify opportunities to escalate equipment repair challenges to the manufacturer, ensuring timely and cost-effective resolutions.
  • Possess excellent communication, team building, coaching, and mentoring skills, with the ability to negotiate complex and sensitive information.
  • Proficiency in load system software on copiers and RIPs, as well as mechanical repair, electrical and electronic knowledge, signal tracing, and troubleshooting skills.
  • Strong networking and connectivity skills, with the ability to apply innovative and strategic thinking to various problems.
Qualifications
  • High School Diploma or Equivalent, with prior industry experience in a similar field or job duties preferred.
  • Extensive manufacturers training on various models, with a strong understanding of product features and capabilities.
Salary Estimate

We estimate the salary for this position to be around $65,000 - $80,000 per year, depending on location and experience.

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