Large Format Service Manager

  • Post category:Careers

Large Format Service Manager

Location: Rochester, NY


  • Ensure all service assets are best positioned to support product demands.
  • Drive product service efficiency with a focus on financial performance and customer satisfaction.
  • Manage escalations and proactively communicate internally and externally.
  • Develop/maintain account relationships. Key owner in escalation management process.
  • Awareness of all ongoing service and product related issues and quality considerations.
  • Lead coordination on product/software corrective actions.
  • Improve service delivery and offerings by recommending/developing new.


  • Management of all service staff related to assigned segments. Responsible for performance, development, and success of all assigned reports.
  • Partner with Service Operations Manager to develop, implement and monitor dispatch strategies to reduce travel and improve utilization.
  • Manage all service escalations for assigned products. Communicate all active escalations to the Director of Service and Service Operations Manager.
  • Educate and communicate key service metrics and drivers to improve Cust SAT for all assigned products and direct reports.
  • Drive cross training of Field Service Engineers to lower travel and lead to optimized utilization.
  • Utilizing field service data (parts and labor), create continual improvement projects to drive service cost reduction and customer satisfaction improvement opportunities.
  • Partner with sales team to develop account relationships at the production level. High focus on new customers/installations.
  • Work with the Director of Service to identify/recommend service personnel staffing and cross training opportunities.
  • Partner with HR/recruiting to interview and hire all approved service positions. Participate and continually improve onboarding process for all assigned reports.
  • Set expectations, communicate, and monitor all service policy and procedures outlined in handbooks for all assigned reports.
  • Perform billing review process and work with accounting on customer invoicing concerns.
  • Work across various departments to drive company goals.
  • Approve all ADP/Concur for assigned reports.

Job Related Dimensions:

  • Strong analytical and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Perform with minimal direction and independent problem solving.
  • Experience in the digital imaging industry and related technologies.
  • Excellent customer relations skills.
  • Experienced product planning skills and a solid business sense.
  • Willingness to travel.

Other Qualifications:

  • Ten plus years of service experience and technical education at least equivalent to AAS in engineering.
  • Verifiable track record showing experience with improvement in all aspects of service delivery and planning functions.
  • Project management is a plus.
  • Experience managing technical employees.

Physical Requirements:

  • Able to lift 75+ Lbs.
  • Able to see broad color spectrum.

We look forward to hearing from you.