Service Manager

The Service Manager is responsible for leading and managing the service department within a copier and managed print services (MPS) organization. This role oversees field service technicians, dispatch operations, customer satisfaction, equipment performance, service profitability, and achievement of departmental goals. The Service Manager ensures timely and effective maintenance, repair, and support of multifunction printers (MFPs), copiers, printers, scanners, and related software solutions while maintaining high levels of customer service.

Key Responsibilities

Leadership & Team Management

• Supervise, coach, and develop field service technicians, dispatch personnel, and service support staff.
• Conduct performance evaluations and establish employee development plans.
• Manage staffing levels, scheduling, workload distribution, and technician territories.
• Foster a culture of accountability, professionalism, and customer focus.
• Lead regular team meetings and technical training initiatives.

Service Operations

• Oversee daily service operations to ensure prompt response times and efficient resolution of customer issues.
• Monitor service call volumes, first-call effectiveness, response times, and service completion rates.
• Manage dispatch activities to optimize technician productivity and territory coverage.
• Establish and maintain service department procedures and best practices.
• Ensure compliance with manufacturer service standards and company policies.

Customer Relationship Management

• Serve as the primary escalation point for service-related customer concerns.
• Build and maintain strong relationships with clients and key decision-makers.
• Monitor customer satisfaction metrics and implement corrective actions when necessary.
• Collaborate with sales and account management teams to support customer retention efforts.
• Conduct periodic business reviews with major accounts.

Technical Oversight

• Maintain working knowledge of copier, printer, and document management technologies.
• Support technicians in diagnosing and resolving complex equipment and network-related issues.
• Coordinate manufacturer training and certification programs.
• Ensure proper installation, maintenance, and repair practices for equipment from manufacturers such as Canon, Ricoh, Konica Minolta, Kyocera, Sharp, Toshiba, Xerox, and HP.

Financial & Performance Management

• Develop and manage departmental budgets and operating expenses.
• Monitor service profitability, labor utilization, parts costs, and inventory levels.
• Analyze key performance indicators (KPIs) and implement process improvements.
• Manage warranty claims, service contracts, and vendor relationships.
• Identify opportunities to improve operational efficiency and revenue generation.

Inventory & Asset Management

• Oversee parts inventory and technician car-stock programs.
• Ensure adequate availability of service parts while controlling inventory costs.
• Monitor equipment history and identify recurring mechanical or technical issues.
• Coordinate equipment replacements and upgrades when necessary.

Required Qualifications

• Associate's degree or Bachelor's degree preferred; equivalent industry experience considered.
• 5+ years of experience in the copier, printer, office technology, or managed print services industry.
• 2+ years of supervisory or management experience.
• Strong understanding of copier and multifunction printer technologies.
• Experience managing service technicians and dispatch operations.
• Proficiency with service management software and Microsoft Office applications.
• Valid driver's license and ability to travel locally as needed.

Preferred Qualifications

• Manufacturer certifications from Canon, Ricoh, Xerox, Konica Minolta, Kyocera, Sharp, or similar OEMs.
• Experience with managed print services (MPS) programs.
• Knowledge of networking, print management software, and document workflow solutions.
• Experience with ERP, CRM, or field service management platforms.

Key Competencies

• Leadership and team development
• Customer service excellence
• Technical troubleshooting
• Operational planning and organization
• Conflict resolution
• Financial analysis and budgeting
• Performance management
• Communication and interpersonal skills
• Problem-solving and decision-making
• Time management and prioritization

Key Performance Indicators (KPIs)

• Service response time
• First-call resolution rate
• Technician utilization and productivity
• Customer satisfaction scores
• Service contract profitability
• Equipment uptime percentages
• Parts inventory accuracy
• Call-back and repeat repair rates
• Employee retention and engagement

Physical Requirements

• Ability to visit customer locations and warehouse facilities.
• Occasional lifting of equipment and supplies up to 25 pounds.
• Ability to work in office, warehouse, and customer-site environments.

Salary based on experience.