Regional Service Manager - Production Print - Loffler Companies, Inc.

Position Summary: 

Responsible for the day-to-day functions and operations of Loffler’s equipment within the assigned territory. Monitors open call volume and group box.  Assist with customer calls related to service issues.  Demonstrates a proactive approach to service with-in areas of defined responsibilities.  Assist technician in performance i.e. calls-per-day, response times, copies between calls, service cost per copy, and car stock inventory as well as first-call-effectiveness.  Provides leadership to the service department as a whole and mentors technicians. 

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”:

Monitoring open call volume:  

• Monitors daily call loads.   
• Communicates with technicians about workload.
• Assisting technicians with trouble shooting problem equipment.  
• Advises appropriate internal customers (sales) of any potential service issues or response time delays. 
• Spends time at Loffler’s office locations within assigned regions

Manages to Loffler’s committed response times:     

• Sets priorities on response times for major accounts customers.
• Maintains overall response times to meet or exceed company objectives. 
• Delegates calls to maintain committed response times. 

Technical Training:

• Assist in training programs and establishes constancy between divisional trainings, i.e. Company response times, customer expectations, etc. 
• Sets priorities in training department on direction from Manager.

Excessive Service:

• Monitors excessive service reports and takes appropriate actions required. 
• Mentor technicians to achieve favorable results in excessive service situations.  
• Contacts appropriate sales representative of existing excessive service situation and the proposed solution.
• Follows up as necessary to assure customer satisfaction.

Up-to-Spec process:

• Monitors process to assure adherence.   
• Communicates with the applicable contract person to complete transaction. 
• Negotiates.  

General Duties:

• Assists as needed with other Service functions, including taking phone calls on and assisting sales representatives.   
• Other duties as assigned on an on-going basis.  Related to, but not limited to Service performance and Company policies. 
• Keeps record of accomplishment as compared to the established and agreed upon goals, in concert with the goals established by the Department Manager.
• Participates in Technician physical inventories, comparing results to established objectives.   
• Maintains complete and accurate files for areas of responsibilities.
• Contributes to department reports as necessary.
• Initiates and conducts meetings with field Technicians and specialists.
• Monitors cost of goods spending to manage and maintain company budget targets including but not limited to using aftermarket parts and supplies and parts reclamation department.
• Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.

Qualifications/Requirements:        

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.             

• In-office and travel to client sites is required.
• Valid driver’s license and clean driving record required.
• Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients’ customers and the general public.
• Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.

Education/Experience:

• A minimum of 5 years’ experience in the Imaging industry and two of the five in a successful leadership role. 

Supervisory Responsibilities:

• Responsible for the supervision of all Imaging Field Engineers & their daily activities within their assigned region.
• Responsible for understanding, staying updated on, and enforcing the Employee Handbook as written.

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.
• Constant bending and lifting is 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.