- Professional
- Bureau à Chesterfield
The Service Manager is responsible for leading a team of field service technicians to deliver exceptional customer experiences through responsive, high-quality service. This role ensures the efficient utilization of resources, drives revenue and margin through service offerings, and develops technician capabilities to meet the evolving needs of customers. The Service Manager acts as the first line of leadership, accountable for operational performance, customer satisfaction, and continuous improvement within their assigned scope (Digital, Flexo, Offset, Installs, Preventative Maintenance, or Phone Support).
Key Responsibilities
Customer Experience & Satisfaction
- Serve as the primary point of escalation for customer concerns within the assigned scope.
- Maintain high levels of communication, professionalism, and care in all customer interactions.
- Ensure timely, effective resolution of service issues with a focus on first time-fix and minimizing customer downtime.
Operational Leadership & Resource Management
- Plan, schedule, and assign work to field service technicians to maximize utilization and effectiveness.
- Monitor and optimize team performance against KPIs such as response time, utilization, first-time-fix rate.
- Ensure service commitments, installations, and preventative maintenance plans are delivered on time and to standard.
Financial & Business Impact
- Drive revenue growth through service contracts, billable hours, upgrades, and consumable sales opportunities.
- Optimize cost efficiency within travel and expense, overtime, and resource allocation.
- Support margin goals by ensuring accurate job scoping, quoting, and technician execution.
Team Development & Leadership
- Provide coaching, mentoring, and performance feedback to direct reports.
- Foster a culture of accountability, customer service, continuous improvement.
- Ensure technicians are trained, certified, and cross-skilled to meet market demand.
- Onboard new hires effectively, setting clear expectations for performance and conduct.
Process & Continuous Improvement
- Partner with peers and the Service leadership to improve systems, tools, and processes.
- Utilize metrics and data analysis to identify trends, problem-solve recurring issues, and drive standardization.
- Implement Lean/Kaizen approaches to improve efficiency and customer outcomes.
- Provide feedback from the field to Manufacturing, Quality and Engineering to support ongoing improvements in process and design.
Qualifications
- Bachelor’s degree preferred or equivalent technical/leadership experience.
- 5+ years of service leadership or field service experience in a technical, manufacturing, or industrial setting.
- Strong organizational and effective communication skills, with the ability to engage at all levels (customer, technician, executive).
- Demonstrated ability to drive results through continuous improvement activity
- Demonstrated ability to manage financial impact, drive revenue, and control costs.
- Experience with ERP/CRM systems (Salesforce preferred).
- Lean/continuous improvement background a plus.
Success Traits for this role:
- Customer-Centric Mindset – instinctively prioritizes the customer’s experience while balancing business needs.
- Strong Communicator – clear, timely, and transparent in communication with customers, technicians, and peers. Ability to handle difficult customer communication diplomatically to drive positive outcomes
- Decisive Problem-Solver – able to assess situations quickly, make informed decisions, and take ownership of outcomes.
- Organized & Disciplined – able to manage multiple priorities, deadlines, and technician schedules without losing focus.
- Servant Leader – leads by supporting and empowering technicians, building trust and credibility.
- Resilient & Adaptable – stays steady under pressure, adjusts quickly to change, and keeps the team moving forward.
- Commercially Minded – understands the link between technician efficiency, customer satisfaction, and revenue/margin growth.
- Continuous Improvement Orientation – actively seeks ways to improve processes, tools, and team capabilities.
Example Key Performance Indicators (KPIs)
- Customer satisfaction
- Technician utilization
- First-time-fix rate
- Revenue and gross margin attainment
- Training/certification completion rates
- Responsiveness and communication effectiveness
What We Do:
Mark Andy is a pioneer of the graphic arts and printing industry. As the world’s leading manufacturer of narrow- and mid-web printing and finishing equipment, we supply leading global brands, including Mark Andy and Presstek printing presses, Rotoflex finishing solutions, as well as a complete line of Mark Andy Print Products consumables and pressroom supplies. All products are backed by the largest customer support team in the industry, minimizing downtime and helping our customers be profitable, efficient and at the forefront of innovation.
To learn more about Mark Andy, please visit: https://www.markandy.com/.
What We Offer:
A Career with Mark Andy, Inc offers a Competitive Salary and Comprehensive Benefits, which include: (hourly and salary estimates are dependent on location and skill level)
- Medical, Dental, & Vision Insurance Plans
- 401(k) Retirement Savings Plan
- Paid Holidays, Vacation, Floating Holidays & Sick Time
- Employee Assistance Program
- Short-term and Long-term Disability
- Life and AD&D Insurance
- Tuition Assistance
- Incentive Plans
- Pet Insurance
- Daily Pay Option
- Discount Programs
PHYSICAL REQUIREMENTS:
- Office with moderate to frequent exposure to shop environment; may be exposed to dust, odors, oils, fumes, chemicals, noise and moving parts. Work typically requires the usage of PPE and can require work on the facility’s production floor or customer’s production environment. Regularly required to sit, stand, bend, reach, climb, stoop, kneel, crouch and crawl and move about facility and/or customer’s facilities.
Mark Andy, Inc. is an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
