Service Manager 7/28/2018

Agfa Corporation Dallas, TX

Location
Dallas, TX
AJE Ref #
582389851
Job Classification
Full Time
Job Type
Regular
Company Ref #
25860
Experience
Mid-Career (2 - 15 years)
Education
Bachelors Degree

JOB DESCRIPTION

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Agfa Graphics is a leading supplier to the printing industry. All over the world, we supply sign & display companies with a range of highly productive and versatile wide-format inkjet printers and dedicated inks, in addition to workflow automation software. We also serve various industries by deploying our state-of-the-art inkjet inks in printing solutions that are integrated into existing manufacturing processes.

Commercial, newspaper and packaging printers count on us for the most extensive range of prepress solutions, including hardware, software and consumables. These include a.o. user-friendly chemistry-free printing technology which saves costs and the environment, as well as mobile publishing software for newspapers and magazines.



As the Zone Service Manager you will manage Field Service activities within an assigned geographical region to insure maximum customer satisfaction and profitability. You will direct the profitability of the service business within his/her region. He/she is responsible for all activities related to customer service; field personnel, and field support.

This manager demonstrates and maintains service standards, ensuring maximum external and internal customer satisfaction while managing costs to budgets using established policies and procedures. The Regional Service Manager maintains and improves customer goodwill and loyalty through the effective management of the Field Service Staff by directing training and managing performance thru effective communications, directs escalation of technical issues to responsible parties for product deficiencies within a multifaceted product environment.

This manager recommends policies and procedures covering all facets of field operations. He/she negotiates directly with customers to resolve complaints surrounding these policies and procedures.

He/she coordinates service with other internal and external parties and directs the operations of the Field Service organization in order to achieve customer satisfaction, sales and profitability goals of the company.

Responsibilities:

* Develop and maintain the Service Region's goals, general operating procedures, policies and budgets. The Regional Service Manager develops reports, analyzes data and makes recommendations and/or decisions in managing the Region. This position develops the Business Plan in conjunction with the objectives of both the Sales and Service organizations.

* Select, develop, train and motivate top quality Field Service Staff in order to achieve both the goals of Service Region and of the employee. The Regional Service Manager conducts performance evaluations, develops and monitors Performance Improvement Plans, sets Performance Objectives, and recommends training programs to develop and guide Field Service Staff.

* Develop and maintain effective working relationships with the US Sales and Marketing organizations to ensure that Field Service personnel are clear on the strategic direction of the business and product/service offerings.

* Manage and direct the activities of the Field Service staff in support of the Sales and Service Business Plans. Assign account service responsibilities to Field Service staff to maintain customer expectations and meet organization objectives.

* Develop and maintain the Service Region's goals, general operating procedures, policies and budgets. The Regional Service Manager develops reports, analyzes data and makes recommendations and/or decisions in managing the Region. This position develops the Business Plan in conjunction with the objectives of both the Sales and Service organizations.

* Select, develop, train and motivate top quality Field Service Staff in order to achieve both the goals of Service Region and of the employee. The Regional Service Manager conducts performance evaluations, develops and monitors Performance Improvement Plans, sets Performance Objectives, and recommends training programs to develop and guide Field Service Staff.

* Develop and maintain effective working relationships with the US Sales and Marketing organizations to ensure that Field Service personnel are clear on the strategic direction of the business and product/service offerings.

* Manage and direct the activities of the Field Service staff in support of the Sales and Service Business Plans. Assign account service responsibilities to Field Service staff to maintain customer expectations and meet organization objectives.

* The Regional Service Manager partners with the Sales organization to present service support plans that influence the customer's decision to purchase Agfa product, over competitive product. The Regional Service Manager must then be able to deliver on these support services by maintaining adequate staffing levels, in appropriate geographic areas.

* This position plays a major role in the success of the NAFTA Graphics Systems business. Successful achievement of the Regional Service Manager's responsibilities positively contribute to Agfa's customer support reputation in the market and weighs heavily in a customer's decision to purchase Agfa equipment initially, as well as repeat business. The Field Service contribution to Graphic Systems PBT is determined in large part by the performance of the Regional Service Manager.

What you can bring to the table:

* Bachelor's Degree in Business or a technical field, or equivalent relevant work experience,

* Minimum of 10 years field service experience, preferably with a capital equipment manufacturer, in both a technical and management capacity.

* Work experience should include service business plan creation and goal setting, as well as an understanding of budget preparation. The position requires a broad technical knowledge in general electronics, LAN and WAN technologies, and electro-mechanical and photo-technical processes.

* The Regional Service Manager must have above average organizational skills, as well as exceptional problem solving ability to handle customer satisfaction issues.

* The position requires the knowledge of motivational techniques and strong communication skills to achieve maximum efficiency and effectiveness in the Field. Team building skills are essential.

* The Regional Service Manager must possess stamina and endurance in managing a 24 hour X 7 day business.

What we have to offer you:

* Competitive compensation package

* Company Car

* A very comprehensive flexible benefit program

* Above industry average 401K plan





Agfa Corporation is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans

"Accessibility"

Agfa is committed to working with and providing reasonable accommodation to individuals with physical or mental disabilities.

If you need special assistance or an accommodation while seeking employment, please e-mail AccessAgfaJobs@agfa.com or call: 201-373-4010. We will make a determination on your request for reasonable accommodation on a case-by-case basis.